Today’s Date: 06/13/2016 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 correspondenceThe customer states a portion of the credit was not completed. We ask the customer to contact the representative at ***@Dell.com as soon as possible to research the matter further. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:The offer of a refund is my desired outcome, and would be appreciated, however, I seem to be unable to find a contact to assist me.I have attempted to contact the representative by phone and email. He is unavailable. I left a message today by phone and asked for another representative to please call. I have also sent an email to the general mailbox from the representative's department--advanced resolutions
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 ***
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
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 experience
Dell representative, *** contacted the customer and apologized for the problemsThe representative worked internally with the gift card team and had a new card issued with a new expiration dateThe representative confirmed with the customer of receipt
The representative can be reached directly by email at ***@Dell.com if the customer has any further concerns
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because:I already, sent or more than videos to *** couple of times*** is not availablePer his request, I sent an e-mail to him what date and time he can call me but he is not calling me the date, day and time I provided himHe is calling me whenever he feels like as usualI can not sit home all day I have to work and I have other commitments to doI already told him I waited for him in the past minutes to hour longer I am not going to do that anymoreI would like to contact his manager or legal department because it is not going anywhere*** is not take my case seriously and he is not assign my case to anybody else eitherDell Company as a whole not doing or taking any action toward ***If it was in USA that person would been fired or taken an action by now
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative Senthil contacted
the customer who confirmed the HDD has been replacedIf the customer has any further concerns in regards to this matter that he contact the representative at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dell representative, ***, contacted the customer and authorized a refurbished exchange systemThe customer requested information about what is considered refurbished, we have provided a link to the warranty in this update to help the customer better understand***
At this time the representative is waiting to hear back from the customer about the resolutionThe representative can be reached directly by email at ***
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
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,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
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
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDell considers this matter closed, the customers disputed charge has been acceptedIf Mr*** has additional concerns we have offered a conference call with his bank to discussSincerely, FID *** Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and as a one-time good will gesture processed a creditOur records indicate the credit has been applied to the original
form of paymentWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident 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
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,
*** ***
Complaint: ***
I am rejecting this response because:The Dell rep refused to pull the original call, he would only reference my 4th attempt, as a cop-out to justify why they are refusing to apply the promised credits. By refusing to acknowledge my three prior call attempt, he feels it will justify the denial. Also, he refuse to even address the other attempt after the 4th attempt. Like I inform him I'm willing to take this to the next level if they try to ruin my credit by sending the $to collection as he threaten. I contact the state attorney office and file a complaint with therm, and I'm ready to file a complaint with small claims court as wellDell need to adjust my account $as promised. If the had not promise the $150.00, dell would have never seen a dime of my money, because all the merchandise would have been return as I intended to do
Regards,
*** ***
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
Complaint: ***
I am rejecting this response because:This *** never called as stated in the letterWhomever this person is they don't even have my correct phone number & no e-mail follow upThese are the worst louts I've ever dealt with, outright liars, and great delay tacticsHaving said this I will take the loss, as even you cannot help, as all you do is refer me back to the same bunch of incompetents, I've been dealing with all along. Any chance you could have an English speaker contact meI've asked them to just return the lemon computer back to me & I'll have to take the $lossI mistakenly thought the Revdex.com had some influence, but just another incompetent & powerless group
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference, and want to mention that we purchased extended warranty as wellWe have received the new laptop and I hope the extended warranty is still intactAs far as the warranty is intact we are comfortable with Dell's response, and I hope there are no issues with this laptop
Regards,
*** ***
Today’s Date: 06/13/2016 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 correspondenceThe customer states a portion of the credit was not completed. We ask the customer to contact the representative at ***@Dell.com as soon as possible to research the matter further. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:The offer of a refund is my desired outcome, and would be appreciated, however, I seem to be unable to find a contact to assist me.I have attempted to contact the representative by phone and email. He is unavailable. I left a message today by phone and asked for another representative to please call. I have also sent an email to the general mailbox from the representative's department--advanced resolutions
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 ***
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
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 experience
Dell representative, *** contacted the customer and apologized for the problemsThe representative worked internally with the gift card team and had a new card issued with a new expiration dateThe representative confirmed with the customer of receipt
The representative can be reached directly by email at ***@Dell.com if the customer has any further concerns
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because:I already, sent or more than videos to *** couple of times*** is not availablePer his request, I sent an e-mail to him what date and time he can call me but he is not calling me the date, day and time I provided himHe is calling me whenever he feels like as usualI can not sit home all day I have to work and I have other commitments to doI already told him I waited for him in the past minutes to hour longer I am not going to do that anymoreI would like to contact his manager or legal department because it is not going anywhere*** is not take my case seriously and he is not assign my case to anybody else eitherDell Company as a whole not doing or taking any action toward ***If it was in USA that person would been fired or taken an action by now
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative Senthil contacted
the customer who confirmed the HDD has been replacedIf the customer has any further concerns in regards to this matter that he contact the representative at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dell representative, ***, contacted the customer and authorized a refurbished exchange systemThe customer requested information about what is considered refurbished, we have provided a link to the warranty in this update to help the customer better understand***
At this time the representative is waiting to hear back from the customer about the resolutionThe representative can be reached directly by email at ***
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
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,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
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
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDell considers this matter closed, the customers disputed charge has been acceptedIf Mr*** has additional concerns we have offered a conference call with his bank to discussSincerely, FID *** Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and as a one-time good will gesture processed a creditOur records indicate the credit has been applied to the original
form of paymentWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident 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
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,
*** ***
Complaint: ***
I am rejecting this response because:The Dell rep refused to pull the original call, he would only reference my 4th attempt, as a cop-out to justify why they are refusing to apply the promised credits. By refusing to acknowledge my three prior call attempt, he feels it will justify the denial. Also, he refuse to even address the other attempt after the 4th attempt. Like I inform him I'm willing to take this to the next level if they try to ruin my credit by sending the $to collection as he threaten. I contact the state attorney office and file a complaint with therm, and I'm ready to file a complaint with small claims court as wellDell need to adjust my account $as promised. If the had not promise the $150.00, dell would have never seen a dime of my money, because all the merchandise would have been return as I intended to do
Regards,
*** ***
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
Complaint: ***
I am rejecting this response because:This *** never called as stated in the letterWhomever this person is they don't even have my correct phone number & no e-mail follow upThese are the worst louts I've ever dealt with, outright liars, and great delay tacticsHaving said this I will take the loss, as even you cannot help, as all you do is refer me back to the same bunch of incompetents, I've been dealing with all along. Any chance you could have an English speaker contact meI've asked them to just return the lemon computer back to me & I'll have to take the $lossI mistakenly thought the Revdex.com had some influence, but just another incompetent & powerless group
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference, and want to mention that we purchased extended warranty as wellWe have received the new laptop and I hope the extended warranty is still intactAs far as the warranty is intact we are comfortable with Dell's response, and I hope there are no issues with this laptop
Regards,
*** ***