Complaint: ***
I am rejecting this response because:I have been repeatedly contacted and harassed by Dell, despite never being a customerA previous case was opened (Complaint ID: ***) and the contact ceasedThe phone calls, a day, have begun again.For the business to IMMEDIATELY cease communications with me, before I need to resort to legal action
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 resolved the customer’s internet issues. 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, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has contacted the customer and, per the terms and conditions of the sale, respectfully denied the request for a refund or new system exchange Technical support and
service, per the terms and conditions of the Dell Limited Hardware Warranty, was offered, however; she declinedDell Technical Support remains available to assist should the customer change her mindSincerely, 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 customerA Dell representative *** recently contacted the customer regarding this matterThe representative reviewed the details with the customer and we regret any
dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative assisted the customer getting an approval for credit from third party who the customer purchased fromThe representative followed up confirming credit has postedPlease have the customer contact the representative by emailing at ***@Dell.com with any additional questions or concernsSincerely Advanced Resolution Group Incident *** 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 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
Complaint: *** I am rejecting this response because:The goal of reaching out to the Revdex.com is to get a reasonable resolution I could not attain from the months of time spent speaking to Dell representativesI had issues with my laptop a month into its purchase and for months now I've tried taken the support route and remained understanding and patientI've went through months of remote software troubleshooting, a motherboard replacement that made the unit worse, two new exchange so of the same unit, one which stopped powering on after a month and another which just shuts down randomlyAlmost all the time I've spent using the laptops have been to diagnose these issuesI can say I've barely spent a week total actually using the laptop for its purposeI did not buy an Alienware product to have to go through all this over and over again, I bought it because at one time it was a reputable brandI don't believe that giving me the same option (talking to support) after months and months of doing just that and getting nowhere is a "reasonable" resolutionAgain, I've been patient this whole time and my warranty period is almost overI'm in this predicament due to these faulty units and there should be ample notes on my account to prove thisIf the troubleshooting or any of the replacements were good, I wouldn't be in this debacleI understand that I quite powerless against a big corporate giant such as Alienware/Dell and I hope that there is something that the Revdex.com can do to help because if not, I'm out dollars as this has taken so long that my warranty will expire soon and I'll be left with a giant paperweightI've wasted almost a year of my time and a good chunk of my moneyAll I'm hoping for is to get I simply paid for which is a good laptop from a reputable sourceRegards, *** ***
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 submissionThe Dell representative *** is attempting to reach the customer by phone or emailAfter further review of the customer’s account we would like to offer the customer a new system exchangePlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** Dell Inc
Complaint: ***
I am rejecting this response because:This was not resolved correctly nor will it be. I cannot say that I accept the partial resolution. For my part, all I requested was my money returned in a timely manner yet it took Dell over a month. This is not acceptable, it is negligent and perhaps even illegal
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur records indicate the original invoice date of September 6th, Our representative
explained the terms of sale, limited hardware warranty, and return policy
***
***
***
Our representative also offered technical assistance, as well as, onsite and depot servicePlease note that Ms*** elected not to accept our offer of assistanceHer request for replacement or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at ***@Dell.com, in case Ms*** 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 *** ***Our representative has been in contact with the customer and, per the terms and condition of the sale, respectfully denied the request for a refundTechnical support was offered
per the terms and conditions of the Dell Limited Warranty, however; Ms*** declinedDell technical support remains available should she change her mindWe regret any dissatisfaction which may have experienced and appreciate the feedback providedSincerely, Advanced Resolution Group 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 discounts on a recent order We regret any miscommunication which may have occurred and appreciate the feedback
Dell’s marketing vehicles include messaging that promotional offerings are subject to change and Dell policy restricts Dell representatives from offering a promotion once the promotion has ended Since the date of the submission, Dell representatives have been in contact with the customer and, for customer satisfaction reasons, offered a discount on a computer order The customer requested a larger discount than what our representative offered which was denied We ask that the customer contact our representative at ***@Dell.com for any further assistance they may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionIn order for Dell to determine what the issue is we will need the customer to ship the system to the depot which is the type of warranty purchasedThe customer has requested a loaner system which the representative respectfully denied that Dell does not have that option availableAt this time Dell has no other option but to close the caseThe customer has hardware warranty until 6/29/Dell will continue to support the system under the hardware warranty unfortunately the customer has refused to work with in those termsSincerely, Advanced Resolution Group INC# *** Dell Inc
Complaint: ***
I am rejecting this response because:
While the matter seems to maybe be handled I still do not feel Dell values their customers and was able to handle anything in a timely and reasonable fashion It seems that the only reason they decided to handle this situation is because I turned it into the Revdex.com and not own their own goodwill I oredered this computer clear back at the beginning of February 2016, and it took me contacting the Revdex.com, multiple demands that they cancel the order, them ignoring those demands and sending it anyway, me having to refuse it at my door and send it back, and months for it to get taken care of It is now the end of July and they finally have everything done so I'm told I still need to check my credit report tomake certain they didn't screw my credit up So no I do not feel they handled any of these matter in a timely manner and I definitely do not feel they value their customers one single bit I will never recommend them to anyone and I tell everyone I know and meet to never buy anything from this company because of how trouble their customer service is
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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, respectfully denied Mr***’s request to fulfill the cancelled order, per the terms of the
sale
***
We regret any dissatisfaction Mr*** may have experienced*** may be contacted 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 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
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, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerA Dell representative *** recently contacted the customer regarding this matterThe representative reviewed the details with the customer and we regret any
dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative authorized a new system exchange due to parts restraintsThe representative has confirmed delivery and return label provided for the old systemPlease have the customer contact the representative by emailing at ***@Dell.com with any additional questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative Arun followed up with the customerAnother depot service has been dispatched and will be escalated to the depot management team to white glove the systemThe representative will continue to maintain ownership and update the customer once return shipping information is availableSincerely, Advanced Resolution Group FID # *** 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 submissionWhile we understand the information the customer reviewed on line prior to registering the system into their nameWe have offered to replace the system under the terms and conditions of the warrantyThe system will be covered under a day warranty, the customer has days to accept the offer after which Dell will not respond further on this matterPlease review additional information available at this link specific to the Retail End User Agreement: *** The representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because:I have been repeatedly contacted and harassed by Dell, despite never being a customerA previous case was opened (Complaint ID: ***) and the contact ceasedThe phone calls, a day, have begun again.For the business to IMMEDIATELY cease communications with me, before I need to resort to legal action
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 resolved the customer’s internet issues. 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, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has contacted the customer and, per the terms and conditions of the sale, respectfully denied the request for a refund or new system exchange Technical support and
service, per the terms and conditions of the Dell Limited Hardware Warranty, was offered, however; she declinedDell Technical Support remains available to assist should the customer change her mindSincerely, 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 customerA Dell representative *** recently contacted the customer regarding this matterThe representative reviewed the details with the customer and we regret any
dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative assisted the customer getting an approval for credit from third party who the customer purchased fromThe representative followed up confirming credit has postedPlease have the customer contact the representative by emailing at ***@Dell.com with any additional questions or concernsSincerely Advanced Resolution Group Incident *** 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 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
Complaint: *** I am rejecting this response because:The goal of reaching out to the Revdex.com is to get a reasonable resolution I could not attain from the months of time spent speaking to Dell representativesI had issues with my laptop a month into its purchase and for months now I've tried taken the support route and remained understanding and patientI've went through months of remote software troubleshooting, a motherboard replacement that made the unit worse, two new exchange so of the same unit, one which stopped powering on after a month and another which just shuts down randomlyAlmost all the time I've spent using the laptops have been to diagnose these issuesI can say I've barely spent a week total actually using the laptop for its purposeI did not buy an Alienware product to have to go through all this over and over again, I bought it because at one time it was a reputable brandI don't believe that giving me the same option (talking to support) after months and months of doing just that and getting nowhere is a "reasonable" resolutionAgain, I've been patient this whole time and my warranty period is almost overI'm in this predicament due to these faulty units and there should be ample notes on my account to prove thisIf the troubleshooting or any of the replacements were good, I wouldn't be in this debacleI understand that I quite powerless against a big corporate giant such as Alienware/Dell and I hope that there is something that the Revdex.com can do to help because if not, I'm out dollars as this has taken so long that my warranty will expire soon and I'll be left with a giant paperweightI've wasted almost a year of my time and a good chunk of my moneyAll I'm hoping for is to get I simply paid for which is a good laptop from a reputable sourceRegards, *** ***
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 submissionThe Dell representative *** is attempting to reach the customer by phone or emailAfter further review of the customer’s account we would like to offer the customer a new system exchangePlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** Dell Inc
Complaint: ***
I am rejecting this response because:This was not resolved correctly nor will it be. I cannot say that I accept the partial resolution. For my part, all I requested was my money returned in a timely manner yet it took Dell over a month. This is not acceptable, it is negligent and perhaps even illegal
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur records indicate the original invoice date of September 6th, Our representative
explained the terms of sale, limited hardware warranty, and return policy
***
***
***
Our representative also offered technical assistance, as well as, onsite and depot servicePlease note that Ms*** elected not to accept our offer of assistanceHer request for replacement or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at ***@Dell.com, in case Ms*** 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 *** ***Our representative has been in contact with the customer and, per the terms and condition of the sale, respectfully denied the request for a refundTechnical support was offered
per the terms and conditions of the Dell Limited Warranty, however; Ms*** declinedDell technical support remains available should she change her mindWe regret any dissatisfaction which may have experienced and appreciate the feedback providedSincerely, Advanced Resolution Group 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 discounts on a recent order We regret any miscommunication which may have occurred and appreciate the feedback
Dell’s marketing vehicles include messaging that promotional offerings are subject to change and Dell policy restricts Dell representatives from offering a promotion once the promotion has ended Since the date of the submission, Dell representatives have been in contact with the customer and, for customer satisfaction reasons, offered a discount on a computer order The customer requested a larger discount than what our representative offered which was denied We ask that the customer contact our representative at ***@Dell.com for any further assistance they may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionIn order for Dell to determine what the issue is we will need the customer to ship the system to the depot which is the type of warranty purchasedThe customer has requested a loaner system which the representative respectfully denied that Dell does not have that option availableAt this time Dell has no other option but to close the caseThe customer has hardware warranty until 6/29/Dell will continue to support the system under the hardware warranty unfortunately the customer has refused to work with in those termsSincerely, Advanced Resolution Group INC# *** Dell Inc
Complaint: ***
I am rejecting this response because:
While the matter seems to maybe be handled I still do not feel Dell values their customers and was able to handle anything in a timely and reasonable fashion It seems that the only reason they decided to handle this situation is because I turned it into the Revdex.com and not own their own goodwill I oredered this computer clear back at the beginning of February 2016, and it took me contacting the Revdex.com, multiple demands that they cancel the order, them ignoring those demands and sending it anyway, me having to refuse it at my door and send it back, and months for it to get taken care of It is now the end of July and they finally have everything done so I'm told I still need to check my credit report tomake certain they didn't screw my credit up So no I do not feel they handled any of these matter in a timely manner and I definitely do not feel they value their customers one single bit I will never recommend them to anyone and I tell everyone I know and meet to never buy anything from this company because of how trouble their customer service is
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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, respectfully denied Mr***’s request to fulfill the cancelled order, per the terms of the
sale
***
We regret any dissatisfaction Mr*** may have experienced*** may be contacted 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 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
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, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerA Dell representative *** recently contacted the customer regarding this matterThe representative reviewed the details with the customer and we regret any
dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative authorized a new system exchange due to parts restraintsThe representative has confirmed delivery and return label provided for the old systemPlease have the customer contact the representative by emailing at ***@Dell.com with any additional questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative Arun followed up with the customerAnother depot service has been dispatched and will be escalated to the depot management team to white glove the systemThe representative will continue to maintain ownership and update the customer once return shipping information is availableSincerely, Advanced Resolution Group FID # *** 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 submissionWhile we understand the information the customer reviewed on line prior to registering the system into their nameWe have offered to replace the system under the terms and conditions of the warrantyThe system will be covered under a day warranty, the customer has days to accept the offer after which Dell will not respond further on this matterPlease review additional information available at this link specific to the Retail End User Agreement: *** The representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc