Complaint: ***
I am rejecting this response because: I did provide a Dell issued purchase ID number, which was emailed to me from Dell that states the order was placed on 10/for $317.91, and the original email from Dell clearly stated that the order was paid for with Dell gift card I was never notified that the order was cancelled until I initiated the contact with Dell as part of this complaint I have sent a copy of the email to Dell representative, but she then informed me that the order never went through, and she couldn't locate any information despite the fact that I provided her a copy of the Dell generated email with the correct Dell purchase ID I believe it's Dell's responsibility to notify the customer if the order didn't go through after they send out confirmation that they received the order Additionally, it is Dell's responsibility to keep records after an order has been placed.I have attached a copy of the original Dell purchase confirmation email Since then I have also tried to help *** locate the gift card by providing the original Dell issued purchase receipt for the gift card (also attached)
Regards,
** ***
Complaint: ***
I am rejecting this response because:Dell not only did not fix the problem, it is now much worseI was finally able to contact one of the, supposed, advanced resolutions techs, and he ran something remotely on my laptop, which took much longer than he had advisedAnd for about a day, it seemed to workBut now my computer does not work at all!! It is stuck in a cycle of self-repairPlease reopen my complaintI feel I have purchased a very expensive paperweight and this is unacceptable!
Regards,
*** ***
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:
Medical issues, my part, caused a delay in responding to Dell's replyTheir response said their was excessive damage caused by water and my failure to buy full warranty was the reason for non-repair. Dell was asked to provide photo proof of the water damage, never providedThe warranty was offered within days of (Oct 2016) warranty expiration (cost $321.00)So far, their reasons are wrong computer sent, unknown substance on palm rest, insufficient warrantyMr *** point blank states he alone will decideHe made it a point from the offset that he will not be persuaded to repair it replace the computer even though it started with complaints in March through October Please advise of what else Revdex.com needs me to provideI have a timeline of documents available
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I purchased these computers during the Doorbuster promotion None of my accounts had any credit issues I verified this by having my credit card company on the phone when speaking with Dell Dell representative hung up during the telephone call I was also able to chat with a representative later that evening He verified that there was nothing wrong with my payment and honored the price.They also canceled an order I made a week prior, stating that it too had payment issues I had used two different payment methods for each transaction I confirmed that neither had payment issues with the credit card companies After sending the agent my credit card statement showing the funds in pending status, he admitted it was deleted by Dell erroneously At this point, Dell honored the Doorbuster price When I spoke with the representative who sent this email, I explained to him that I knew there weren't any payment issues He told me that they had a lot of issues with their website that day, and could not honor pricing He stated that he would take the complaint as very serious feedback At this point, I was charged $over the Doorbuster price for two computers that remain unresolved I told him that I wanted to have Dell honor that price He said they could not, but he would see why I had payment issues Again, I explained that I spoken with both credit card companies involved There were not payment issues As I had similar issues with separate Dell Doorbuster purchases, I believe Dell uses "payment issues" as a way to avoid honoring it's Doorbuster pricing
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I told the representative when the $accommodation was offered that this was unacceptable since it was not in the amount promised by the Dell representative and SHOULD NOT be considered for the pricematch I noted at that time that it was to be considered a partial repayment of the price guarantee and that I would be filing a complaint with the Revdex.com to recoup the remaining balance.Also, none of the other three actions that were required were addressed I did not receive an apology from *** concerning my treatment, deception, and long phone delays from Dell; indeed, he had not even adequately read my complaint or required actions before contacting me I also did not receive adequate promise of training for representatives Lastly, *** referred me to the very website description at the center of my concerns with #without acknowledging the advertising that it contained I have added attachments demonstrating the prominent advertising of the price match in both the banner picture and the text description Only the fine print (with the very carefully parsed interpretation noted in the original complaint) provides any justification for their position However, even their employees are not able to arrive at this conclusion as evidenced by the chat I copied in the original complaint I have attached a screen snapshot of the price guarantee page from Dell with my concerns circled Also, I attached the actual banner on the page as evidence that it has not been manipulated.I will also note that after my last exchange with ***, I will add that I also expect training for Dell's Advanced Resolutions Group (and an apology from *** in particular) regarding proper dialog with a customer Not only did he mislead Revdex.com in indicating that he had contacted me initially, he also was unprepared when he finally did call since he had not even read the complaint or my requirements Only after I stated that he should have read the complaint as step before contacting me did he call up the request Then, his responses to my resolution requirements made it clear that he had never read the complaint because he indicated that the Dell representative never told me that a full pricematch would be provided -- something that was obvious with a cursory reading of the initial complaint
Regards,
*** ***
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 issued an onsite service, which was completed on July 15th,
Our representative also followto confirm resolutionHis request for partial credit and free warranty extension 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 email 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 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 offered the customer out of warranty repairs at a discounted price should she wish to proceed. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Complaint: ***
I am rejecting this response because: Dell has done nothing to fix this problem with their worthless computers other than to expect me to pay to have them repaired I have already paid enough for these two computers that can't be used Less than three months old and "Dell" wants to repair the computers Why should a relatively new computer need repair The Revdex.com needs to go review the complaints on "Dell's" facebook page and elsewhere I am not the only customer that is having a problem with them Maybe if they were located in the USA and not some foreign country, things would be different I have bought Dell computers in the past and never had issues like I have had with these last two I will not ever be buying another Dell product and I also let everyone I know not to buy from them either The computers are worthless and you can't get decent customers service Very sad that you can no longer count on Dell to be a decent company
Regards,
MRS*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our records indicate the credit has been applied to the gift card and our
representative, ***, has updated Ms*** with the statusWe regret any dissatisfaction Ms*** may have experienced and appreciate the feedback provided regarding her Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer
and, per the expired contract, respectfully denied the request for a free repair, however; a discount on out of warranty repair was offeredOur representative remains available to assist the customerWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Dear Revdex.com,
Our records indicate the representative *** followed up with the customer and authorized a return for full creditThe representative will follow up once the system has been received and credit has postedPlease have the customer contact the representative by emailing at *** with any additional questions or concerns
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me presuming the laptop arrives, as promised in to business days from May 18th.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI do, however, hope they review their business practices as I know there are many more customers with similar situationsI also hope they demonstrate better judgement in selling products that are faulty without proper review of the product prior to selling it.
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 submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction the
customer may have experienced and appreciate the feedback providedThe representative is working to expedite the credit and will update the customer once it has postedfurther questions we request the customer contact the representative ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmissionMrU*** expressed dissatisfaction with Dell’s responseDell records indicate MrU*** contacted Dell and many follow up attempts were made by Dell representatives to contact MrU*** and follow up with his Return/Exchange requests however, there was no response to our representatives’ follow up contact attemptsWhen MrU*** responded in mid-February the only resolution available would be to run diagnostics to determine the cause of the issue at which time a resolution will be offeredWe remain available to assist MrU*** under the terms of Dell’s Limited Hardware Warranty and our other policiesAs Dell’s stance remains unchanged, no further attempt will be made to reach MrU*** regarding this matterWe ask that he contact our representative at *** for any further assistance he may need regarding this matterAlternatively, he may contact Dell via telephone at *** ***, or via email or chat by visiting ***t and for online assistance at ***Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customer only purchased a standard hardware warrantyThe type of damage the customer had falls under accidental damage which the customer did not purchase, which is why it was not coveredAs 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 providing a copy of the customer’s submissionMs*** expressed dissatisfaction with Dell service and support and wants her computer replacedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided. Since the date of the submission, a Dell representative contacted Ms*** to discuss her concerns and provide assistanceMs*** requested an exchange computer which was deniedSubsequently, for customer satisfaction reasons, our representative processed a service dispatch to send a technician and parts to repair the computer and the service has been completedOur representative requested that Ms*** test the system and contact him should she encounter any issues and, to date, there has been no follresponse by Ms***. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. Because Dell never(1) send me a credit for the laptop I returned(2) responded to Discover regarding the dispute I opened with DiscoverI was forced to wait the full days for them to contact Discover Dell never made any contact.Now that the Discover dispute has finally closed (thanks Dell for making this drag on and on), I'll consider this Revdex.com complaint closed (through ZERO effort on Dell's part)
Regards,
*** ***
I am writing on behalf of Dell Incin response to the complaint of Mr*** *** recently received in our office. Thank you for the opportunity to address his concerns
Mr*** expressed dissatisfaction with Dell service and support and wants a refund. We regret any
dissatisfaction he may have experienced and appreciate the feedback provided.
Our records indicate, at the time your correspondence was received, that a service dispatch was in process to repair the computer per the terms of the warranty. A Dell representative contacted Mr*** to discuss his concerns and was told the computer was at Dell’s Repair Depot. Upon follow up, our representative was told by Mr*** that the issue had been resolved. We ask that Mr*** contact our representative at ***@Dell.com for any further assistance he may need regarding this matter
Complaint: ***
I am rejecting this response because: I did provide a Dell issued purchase ID number, which was emailed to me from Dell that states the order was placed on 10/for $317.91, and the original email from Dell clearly stated that the order was paid for with Dell gift card I was never notified that the order was cancelled until I initiated the contact with Dell as part of this complaint I have sent a copy of the email to Dell representative, but she then informed me that the order never went through, and she couldn't locate any information despite the fact that I provided her a copy of the Dell generated email with the correct Dell purchase ID I believe it's Dell's responsibility to notify the customer if the order didn't go through after they send out confirmation that they received the order Additionally, it is Dell's responsibility to keep records after an order has been placed.I have attached a copy of the original Dell purchase confirmation email Since then I have also tried to help *** locate the gift card by providing the original Dell issued purchase receipt for the gift card (also attached)
Regards,
** ***
Complaint: ***
I am rejecting this response because:Dell not only did not fix the problem, it is now much worseI was finally able to contact one of the, supposed, advanced resolutions techs, and he ran something remotely on my laptop, which took much longer than he had advisedAnd for about a day, it seemed to workBut now my computer does not work at all!! It is stuck in a cycle of self-repairPlease reopen my complaintI feel I have purchased a very expensive paperweight and this is unacceptable!
Regards,
*** ***
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:
Medical issues, my part, caused a delay in responding to Dell's replyTheir response said their was excessive damage caused by water and my failure to buy full warranty was the reason for non-repair. Dell was asked to provide photo proof of the water damage, never providedThe warranty was offered within days of (Oct 2016) warranty expiration (cost $321.00)So far, their reasons are wrong computer sent, unknown substance on palm rest, insufficient warrantyMr *** point blank states he alone will decideHe made it a point from the offset that he will not be persuaded to repair it replace the computer even though it started with complaints in March through October Please advise of what else Revdex.com needs me to provideI have a timeline of documents available
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I purchased these computers during the Doorbuster promotion None of my accounts had any credit issues I verified this by having my credit card company on the phone when speaking with Dell Dell representative hung up during the telephone call I was also able to chat with a representative later that evening He verified that there was nothing wrong with my payment and honored the price.They also canceled an order I made a week prior, stating that it too had payment issues I had used two different payment methods for each transaction I confirmed that neither had payment issues with the credit card companies After sending the agent my credit card statement showing the funds in pending status, he admitted it was deleted by Dell erroneously At this point, Dell honored the Doorbuster price When I spoke with the representative who sent this email, I explained to him that I knew there weren't any payment issues He told me that they had a lot of issues with their website that day, and could not honor pricing He stated that he would take the complaint as very serious feedback At this point, I was charged $over the Doorbuster price for two computers that remain unresolved I told him that I wanted to have Dell honor that price He said they could not, but he would see why I had payment issues Again, I explained that I spoken with both credit card companies involved There were not payment issues As I had similar issues with separate Dell Doorbuster purchases, I believe Dell uses "payment issues" as a way to avoid honoring it's Doorbuster pricing
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I told the representative when the $accommodation was offered that this was unacceptable since it was not in the amount promised by the Dell representative and SHOULD NOT be considered for the pricematch I noted at that time that it was to be considered a partial repayment of the price guarantee and that I would be filing a complaint with the Revdex.com to recoup the remaining balance.Also, none of the other three actions that were required were addressed I did not receive an apology from *** concerning my treatment, deception, and long phone delays from Dell; indeed, he had not even adequately read my complaint or required actions before contacting me I also did not receive adequate promise of training for representatives Lastly, *** referred me to the very website description at the center of my concerns with #without acknowledging the advertising that it contained I have added attachments demonstrating the prominent advertising of the price match in both the banner picture and the text description Only the fine print (with the very carefully parsed interpretation noted in the original complaint) provides any justification for their position However, even their employees are not able to arrive at this conclusion as evidenced by the chat I copied in the original complaint I have attached a screen snapshot of the price guarantee page from Dell with my concerns circled Also, I attached the actual banner on the page as evidence that it has not been manipulated.I will also note that after my last exchange with ***, I will add that I also expect training for Dell's Advanced Resolutions Group (and an apology from *** in particular) regarding proper dialog with a customer Not only did he mislead Revdex.com in indicating that he had contacted me initially, he also was unprepared when he finally did call since he had not even read the complaint or my requirements Only after I stated that he should have read the complaint as step before contacting me did he call up the request Then, his responses to my resolution requirements made it clear that he had never read the complaint because he indicated that the Dell representative never told me that a full pricematch would be provided -- something that was obvious with a cursory reading of the initial complaint
Regards,
*** ***
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 issued an onsite service, which was completed on July 15th,
Our representative also followto confirm resolutionHis request for partial credit and free warranty extension 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 email 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 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 offered the customer out of warranty repairs at a discounted price should she wish to proceed. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Complaint: ***
I am rejecting this response because: Dell has done nothing to fix this problem with their worthless computers other than to expect me to pay to have them repaired I have already paid enough for these two computers that can't be used Less than three months old and "Dell" wants to repair the computers Why should a relatively new computer need repair The Revdex.com needs to go review the complaints on "Dell's" facebook page and elsewhere I am not the only customer that is having a problem with them Maybe if they were located in the USA and not some foreign country, things would be different I have bought Dell computers in the past and never had issues like I have had with these last two I will not ever be buying another Dell product and I also let everyone I know not to buy from them either The computers are worthless and you can't get decent customers service Very sad that you can no longer count on Dell to be a decent company
Regards,
MRS*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our records indicate the credit has been applied to the gift card and our
representative, ***, has updated Ms*** with the statusWe regret any dissatisfaction Ms*** may have experienced and appreciate the feedback provided regarding her Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer
and, per the expired contract, respectfully denied the request for a free repair, however; a discount on out of warranty repair was offeredOur representative remains available to assist the customerWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Dear Revdex.com,
Our records indicate the representative *** followed up with the customer and authorized a return for full creditThe representative will follow up once the system has been received and credit has postedPlease have the customer contact the representative by emailing at *** with any additional questions or concerns
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me presuming the laptop arrives, as promised in to business days from May 18th.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI do, however, hope they review their business practices as I know there are many more customers with similar situationsI also hope they demonstrate better judgement in selling products that are faulty without proper review of the product prior to selling it.
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 submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction the
customer may have experienced and appreciate the feedback providedThe representative is working to expedite the credit and will update the customer once it has postedfurther questions we request the customer contact the representative ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmissionMrU*** expressed dissatisfaction with Dell’s responseDell records indicate MrU*** contacted Dell and many follow up attempts were made by Dell representatives to contact MrU*** and follow up with his Return/Exchange requests however, there was no response to our representatives’ follow up contact attemptsWhen MrU*** responded in mid-February the only resolution available would be to run diagnostics to determine the cause of the issue at which time a resolution will be offeredWe remain available to assist MrU*** under the terms of Dell’s Limited Hardware Warranty and our other policiesAs Dell’s stance remains unchanged, no further attempt will be made to reach MrU*** regarding this matterWe ask that he contact our representative at *** for any further assistance he may need regarding this matterAlternatively, he may contact Dell via telephone at *** ***, or via email or chat by visiting ***t and for online assistance at ***Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customer only purchased a standard hardware warrantyThe type of damage the customer had falls under accidental damage which the customer did not purchase, which is why it was not coveredAs 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 providing a copy of the customer’s submissionMs*** expressed dissatisfaction with Dell service and support and wants her computer replacedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided. Since the date of the submission, a Dell representative contacted Ms*** to discuss her concerns and provide assistanceMs*** requested an exchange computer which was deniedSubsequently, for customer satisfaction reasons, our representative processed a service dispatch to send a technician and parts to repair the computer and the service has been completedOur representative requested that Ms*** test the system and contact him should she encounter any issues and, to date, there has been no follresponse by Ms***. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. Because Dell never(1) send me a credit for the laptop I returned(2) responded to Discover regarding the dispute I opened with DiscoverI was forced to wait the full days for them to contact Discover Dell never made any contact.Now that the Discover dispute has finally closed (thanks Dell for making this drag on and on), I'll consider this Revdex.com complaint closed (through ZERO effort on Dell's part)
Regards,
*** ***
I am writing on behalf of Dell Incin response to the complaint of Mr*** *** recently received in our office. Thank you for the opportunity to address his concerns
Mr*** expressed dissatisfaction with Dell service and support and wants a refund. We regret any
dissatisfaction he may have experienced and appreciate the feedback provided.
Our records indicate, at the time your correspondence was received, that a service dispatch was in process to repair the computer per the terms of the warranty. A Dell representative contacted Mr*** to discuss his concerns and was told the computer was at Dell’s Repair Depot. Upon follow up, our representative was told by Mr*** that the issue had been resolved. We ask that Mr*** contact our representative at ***@Dell.com for any further assistance he may need regarding this matter