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
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 denied the customer’s request for a battery replacement due to the customer’s warranty has now expired. *** has offered the customer a discounted battery sale as a concession. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution Is stupid and really nothing is solved the company gets away with the horrific treatment of me the customer and pays no price for that whatso ever
Regards,
*** ***-***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Since the date of the submission, a Dell representative contacted the customer and, for customer satisfaction reasons, processed a Return Authorization for the computer A full refund has since posted to the customer’s Dell account and will be refunded to the original form of payment He 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: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 concernsOur records show that that the credit has been posted to the original form of paymentOur
representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
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,
*** ***
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
Thank you for the opportunity to address the correspondence submitted by Ms
*** ***A Dell representative contacted Ms*** and is working with her to achieve an amicable resolution for her concernsAn onsite service has been issuedOur representative may be contacted directly by e-mail at ***
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
Dear Revdex.com,Dell representative, *** is working with Mr*** *** to resolve the issues as reported in his complaintOur representative may be reached at ***@dell.comSincerely,Dell Advanced Resolution Team
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and dispatched a system exchangeOur representative will remain in contact until the replacement system is received and confirms
the issue is resolvedWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group 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 customer. Thank you for providing a copy of the customer’s submission A Dell representative, *** has recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** will setup onsite service for the customer to repair his system, but the customer wants to wait one week before service. When ready, 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 GroupIncident 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 refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided
Per the Terms of Sale, Dell requires a Return Authorization for each order returned to Dell in order to efficiently process refunds The customer’s computer order was refunded in full under the Return Authorization set up for the computer order, however, the associated orders for software and accessories, returned in the box with the computer, were not refunded Since the date of the submission, a Dell representative contacted the customer and processed manual refunds so that she has now been refunded in full We ask that the customer contact our representative at *** should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that while the matter has been resolved DELL.com, DELL Inc always had access to their items because carriers were notified in advance and items were never delivered to my residence so my claim for return of funds should have been a lot more fasterAlso many of the employee's over the phone could be heard laughing in the background I didn't fine any of this funny
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** * ***Customer expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction they may have experienced and appreciate the feedback
Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative explained the terms of the limited hardware warranty and the return policyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unit, which was shipped under FedEx tracking number *** and delivered on July 20, Our representative also followto confirm resolutionShould Ms*** have any additional concerns regarding this case, she 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
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 ***
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,
*** ***
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 informed the customer his warranty has expired but offered a free repair within the next days if the customer so desires. 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
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 submissionWe have provided Mr***’s feedback to our Marketing team to review the Price Match pageWhen Mr*** was contacted by a Dell Sales team member he declined the offer to match the pricePlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group *** Dell Inc
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
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 denied the customer’s request for a battery replacement due to the customer’s warranty has now expired. *** has offered the customer a discounted battery sale as a concession. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution Is stupid and really nothing is solved the company gets away with the horrific treatment of me the customer and pays no price for that whatso ever
Regards,
*** ***-***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Since the date of the submission, a Dell representative contacted the customer and, for customer satisfaction reasons, processed a Return Authorization for the computer A full refund has since posted to the customer’s Dell account and will be refunded to the original form of payment He 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: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 concernsOur records show that that the credit has been posted to the original form of paymentOur
representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
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,
*** ***
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
Thank you for the opportunity to address the correspondence submitted by Ms
*** ***A Dell representative contacted Ms*** and is working with her to achieve an amicable resolution for her concernsAn onsite service has been issuedOur representative may be contacted directly by e-mail at ***
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
Dear Revdex.com,Dell representative, *** is working with Mr*** *** to resolve the issues as reported in his complaintOur representative may be reached at ***@dell.comSincerely,Dell Advanced Resolution Team
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and dispatched a system exchangeOur representative will remain in contact until the replacement system is received and confirms
the issue is resolvedWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group 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 customer. Thank you for providing a copy of the customer’s submission A Dell representative, *** has recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** will setup onsite service for the customer to repair his system, but the customer wants to wait one week before service. When ready, 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 GroupIncident 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 refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided
Per the Terms of Sale, Dell requires a Return Authorization for each order returned to Dell in order to efficiently process refunds The customer’s computer order was refunded in full under the Return Authorization set up for the computer order, however, the associated orders for software and accessories, returned in the box with the computer, were not refunded Since the date of the submission, a Dell representative contacted the customer and processed manual refunds so that she has now been refunded in full We ask that the customer contact our representative at *** should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that while the matter has been resolved DELL.com, DELL Inc always had access to their items because carriers were notified in advance and items were never delivered to my residence so my claim for return of funds should have been a lot more fasterAlso many of the employee's over the phone could be heard laughing in the background I didn't fine any of this funny
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** * ***Customer expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction they may have experienced and appreciate the feedback
Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative explained the terms of the limited hardware warranty and the return policyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unit, which was shipped under FedEx tracking number *** and delivered on July 20, Our representative also followto confirm resolutionShould Ms*** have any additional concerns regarding this case, she 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
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 ***
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,
*** ***
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 informed the customer his warranty has expired but offered a free repair within the next days if the customer so desires. 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
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 submissionWe have provided Mr***’s feedback to our Marketing team to review the Price Match pageWhen Mr*** was contacted by a Dell Sales team member he declined the offer to match the pricePlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group *** Dell Inc