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
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
Complaint: ***
I am rejecting this response because: While I understand the computer is out of warranty, I am dissatisfied with the fact that I cannot download Windows media for a computer that was purchase legitimately and one which I have a Windows license key for This is not asking for a "free copy" as Dell so eloquently put it The computer shipped with the media, and it was misplaced There is a Dell website to download the media, but because the warranty has expired I cannot do so By Dell's logic, if you have a warranty you can get a "free copy" of Windows! Which is not what consumers are trying to do They are getting media to install an OS for which they already have a license for! The response from *** * was to download it from Microsoft, but Microsoft will not let me because it is a Dell OEM copy If I had purchased Windows directly from Microsoft this wouldn't be an issue I don't feel I should have to pay $or more for media to install windows on an operating system that ended mainstream support almost year ago.Furthermore, I still do not have a clear answer on how my information got out of Dell, nor was I satisfied when I asked how I know my information is secure and was told to contact the FCC Not to mention I specifically left phone number to be contacted at, and would you know it I kept on getting calls to my home number when I specifically instructed *** * to call me only on the number I provided, which he did not do I requested all of my information be deleted from Dell's system as I believe I cannot trust Dell to have it As I tried to explain to *** * while he constantly cut me off to read from his script, there are places other than Dell that had my home phone number, and the day after I gave that number to Dell is when I started to receive scam phone calls If I have to contact the FCC to file a complaint against Dell I will do that But I do not accept this response from Dell.It is poor lackadaisical responses like this that cause customers to go to other vendors
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I have provided Dell representative, ***, with a time each day when I am availablenoon to pm Mountain Time , Monday through FridayI have replied to all emails from ***, and attempted calling him at the phone number he providedI have not been successful in getting in touch with himI have made more than attempts to contact himAgain, I have sent multiple emails, and have attempted calling the phone number he has providedThis phone number goes to the Resolution Team, but each time I call, he is unavailableI am always told "he will call you back"Again, I emphasize that I am available daily Monday through Friday between the hours of noon and pm to take his call.Despite repair attempts by Dell, my computer has never been fixedIt still has the exact same, ongoing, persistent problem
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I am disgusted with Dell I am sorry that they feel like they don't have to stand behind their repairs and their products I'm sure when people see this they will think twice before they buy Dell Other people have told me that the companies they have dealt with have stood behind their repairs without problems like this with no warranty So My money and a lot of other will go to that company, not Dell
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I have been writing to the email you provide, however I usually do not receive a response and when I do it is after a lengthy period of time, we are still dealing with orders from November of last year, ridiculous is not the word.The business claims to have refunded the taxes, we only received tax refunds from orders we are waiting for the remaining refunds from orders, this business has been handling the issue in a very unprofessional manner
Regards,
*** ***
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer explained about the part back logThe representative assisted in expediting the order once part was availableThe customer has confirmed receipt of the orderWe remain available to assist the customer if there are any further concerns the representative can be reached by email at ***@Dell.comAdvanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell has provided a full refundWhich was completed on 10/7/a copy of the transaction is listed belowDate 10/07/Time 12:09:Method of Payment Visa Entry Method Manual Account # XXXXXXXXXXXX*** Order ID *** Amount 1,Dell has closed this complaintAdvanced Resolution Group Incident *** Dell Inc
Today’s Date: 02/25/2016 Dear Revdex.com, Than* 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 correspondenceWe
than* the customer for their time and patience during this processThe customer may also contact the representative at ***_*@Dell.com . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: yet again Dell refuses to acknowledge that they repeatedly lied to my face and accused me of not being able to read their termsAll I was looking for was a resolution which I got after hours of my time wasted arguing a point that I was correct onI have since sold said laptop and moved on to a competitors product and will be refusing to buy a product from Dell again based on their treatment of clientsAdd to this that I would have accepted an apology and admission that they were incorrect, however I still have not yet received thatI don't expect to gain anything from this as clearly Dell is not consumer friendlyHowever I do not believe it is fair for a large company to try and take advantage of its customers as Dell has and I will continue to stand up against a company trying to belittle meWhat Dell has done is completely unreasonable and is disgustingYour customer service is extremely lacking and ill informed of their own guidelines as posted on Dell's websiteI highly suggest you look at better training and better customer service as you could have easily had a customer for life and potential business side clients but after what I have witnessed Dell do that will never happen
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Please provide any evidence indicates that the webpage of the item (U2913WM monitor) on that date (12/15/2016) was marked as so called “door buster”You can attach any pic or weblink here.I got a call from a dedicated Dell’s representative, Mr*** at pm on 12/He said he wanna inform me that they cannot process the refund of $because my order was “locked”In my understanding, he meant I am eligible to receive the $refund, however it was a technical issue they cannot solve to process my refundIt seems that he wanted to use their technical issue as an excuse to reject my reasonable request, which I think is ridiculous.Again, at am, 12/20/2016, I received an email from Mr*** told me that I am not eligible for their price match policy, because the item was marked as “door buster”, without providing any evidenceMaybe he realized that his previous excuse was not persuasive, and he was really a good and dedicated Dell’s representative, stayed up late and looked up their price match policy (Hope Dell paid his overtime work), highlighted the “door buster” as the second excuse for me.I appreciate your work, but please provide me evidenceThe date (12/15/2016) I called to your customer service to match the price, I did not see any “door buster” sign on that webpage, the webpage of the U2913WM monitor was as it is today, except the price was $Even your customer service did not notice any “door buster” on the webpage of the item, and used the $refund record (see the first issue) as an excuse to reject my price match request.Recently, one of my friend price matched an item from dell and got a dell gift card as refundIf you really have a technical issue to process the refund, I can understand, dell gift card is acceptable for me, since I will buy another Dell laptop for my familyI still think Dell products are very good in quality, but the experience with your customer service is really upset and time consuming.Mr***, please take your time to find evidences or give me a good and acceptable solution, instead of rejecting my request by switching to different unreasonable excusesPlease do not call me to inform useless message like “we cannot process your refund, your order is locked”, unless you really have a SOLUTIONResponse to me on Revdex.com, let Revdex.com and other customers see your ability and sincerity to solve customers’ problems.Merry Christmas and have a good day
*** ***
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
I did not wait months, the email from Dell that I received after contacting Dell with days of receiving the Laptop said the following word for word: We have received your service request and are processing your returnYou will receive your return waybill information via email once the request has been completedNote: You may contacted by Dell regarding this request prior to receiving your return waybill informationYou will receive an additional email containing your return waybills and instructions for return shipment back to dell.I never received the follreply from Dell, I logged into my account to check for any messages posted to my Dell acct, and I contacted Dell several times, I was put on forever HOLD, and magically disconnected (I assume by Dell)Dell is misrepresenting the truth and no longer stands behind their products ***
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 continued concerns with their purchaseAt this time the agent has completed the credit and confirmed it was processed with the customerDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any additional questions or concerns. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Our records indicate that Dell representative *** has been in contact with the customer in regards to this situationThe representative has authorized a return and provided shipping labelsThe representative will update the customer once the credit has postedPlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ** ***. Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; ***, in the interest of customer satisfaction, has authorized the return of the two monitors and the adapter for a full refund back to the customer, in order that she can purchase the correct model monitors with the port settings which will enable her to use dual monitors with her system. *** also provided the customer with a goodwill concession. The customer has accepted the resolution provided. The customer has ***’s contact information should she need further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com, Dell representative, ***, is attempting to reach the customer by phone and email to assist the customer furtherAt this time the representative remains available to assist the customer with these additional concernsPlease have the customer contact the representative by email at ***_***@Dell.com Sincerely 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
Since the date of our last
response, a Dell representative, ***, made multiple attempts by telephone and e-mail to contact the customer to discuss his concerns and, to date, there has been no response to the messages left by the representative. 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 satisfactory to me
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 Our records indicate Dell
representative; *** has been instrumental in assisting the customer in receiving the missing credits. *** has sent by email, proof the transaction is complete by sharing the credit memo with the customer. We certainly do apologize for any frustration this matter may have caused our customer. 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,Dell Representative, *** attempted to contact Mr*** *** but was not successfulHowever, our representative was able to leave a voice mail message and sent an email for follow-upMr*** returned his system for a full creditThe system was received
at Dell and the full credit applied to Mr***’ accountOur representative, ***, remains available to assist Mr*** in resolving the issues as reported in his complaint.Sincerely, Dell Advanced Resolution Team
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
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
Complaint: ***
I am rejecting this response because: While I understand the computer is out of warranty, I am dissatisfied with the fact that I cannot download Windows media for a computer that was purchase legitimately and one which I have a Windows license key for This is not asking for a "free copy" as Dell so eloquently put it The computer shipped with the media, and it was misplaced There is a Dell website to download the media, but because the warranty has expired I cannot do so By Dell's logic, if you have a warranty you can get a "free copy" of Windows! Which is not what consumers are trying to do They are getting media to install an OS for which they already have a license for! The response from *** * was to download it from Microsoft, but Microsoft will not let me because it is a Dell OEM copy If I had purchased Windows directly from Microsoft this wouldn't be an issue I don't feel I should have to pay $or more for media to install windows on an operating system that ended mainstream support almost year ago.Furthermore, I still do not have a clear answer on how my information got out of Dell, nor was I satisfied when I asked how I know my information is secure and was told to contact the FCC Not to mention I specifically left phone number to be contacted at, and would you know it I kept on getting calls to my home number when I specifically instructed *** * to call me only on the number I provided, which he did not do I requested all of my information be deleted from Dell's system as I believe I cannot trust Dell to have it As I tried to explain to *** * while he constantly cut me off to read from his script, there are places other than Dell that had my home phone number, and the day after I gave that number to Dell is when I started to receive scam phone calls If I have to contact the FCC to file a complaint against Dell I will do that But I do not accept this response from Dell.It is poor lackadaisical responses like this that cause customers to go to other vendors
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I have provided Dell representative, ***, with a time each day when I am availablenoon to pm Mountain Time , Monday through FridayI have replied to all emails from ***, and attempted calling him at the phone number he providedI have not been successful in getting in touch with himI have made more than attempts to contact himAgain, I have sent multiple emails, and have attempted calling the phone number he has providedThis phone number goes to the Resolution Team, but each time I call, he is unavailableI am always told "he will call you back"Again, I emphasize that I am available daily Monday through Friday between the hours of noon and pm to take his call.Despite repair attempts by Dell, my computer has never been fixedIt still has the exact same, ongoing, persistent problem
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I am disgusted with Dell I am sorry that they feel like they don't have to stand behind their repairs and their products I'm sure when people see this they will think twice before they buy Dell Other people have told me that the companies they have dealt with have stood behind their repairs without problems like this with no warranty So My money and a lot of other will go to that company, not Dell
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I have been writing to the email you provide, however I usually do not receive a response and when I do it is after a lengthy period of time, we are still dealing with orders from November of last year, ridiculous is not the word.The business claims to have refunded the taxes, we only received tax refunds from orders we are waiting for the remaining refunds from orders, this business has been handling the issue in a very unprofessional manner
Regards,
*** ***
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer explained about the part back logThe representative assisted in expediting the order once part was availableThe customer has confirmed receipt of the orderWe remain available to assist the customer if there are any further concerns the representative can be reached by email at ***@Dell.comAdvanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell has provided a full refundWhich was completed on 10/7/a copy of the transaction is listed belowDate 10/07/Time 12:09:Method of Payment Visa Entry Method Manual Account # XXXXXXXXXXXX*** Order ID *** Amount 1,Dell has closed this complaintAdvanced Resolution Group Incident *** Dell Inc
Today’s Date: 02/25/2016 Dear Revdex.com, Than* 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 correspondenceWe
than* the customer for their time and patience during this processThe customer may also contact the representative at ***_*@Dell.com . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: yet again Dell refuses to acknowledge that they repeatedly lied to my face and accused me of not being able to read their termsAll I was looking for was a resolution which I got after hours of my time wasted arguing a point that I was correct onI have since sold said laptop and moved on to a competitors product and will be refusing to buy a product from Dell again based on their treatment of clientsAdd to this that I would have accepted an apology and admission that they were incorrect, however I still have not yet received thatI don't expect to gain anything from this as clearly Dell is not consumer friendlyHowever I do not believe it is fair for a large company to try and take advantage of its customers as Dell has and I will continue to stand up against a company trying to belittle meWhat Dell has done is completely unreasonable and is disgustingYour customer service is extremely lacking and ill informed of their own guidelines as posted on Dell's websiteI highly suggest you look at better training and better customer service as you could have easily had a customer for life and potential business side clients but after what I have witnessed Dell do that will never happen
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Please provide any evidence indicates that the webpage of the item (U2913WM monitor) on that date (12/15/2016) was marked as so called “door buster”You can attach any pic or weblink here.I got a call from a dedicated Dell’s representative, Mr*** at pm on 12/He said he wanna inform me that they cannot process the refund of $because my order was “locked”In my understanding, he meant I am eligible to receive the $refund, however it was a technical issue they cannot solve to process my refundIt seems that he wanted to use their technical issue as an excuse to reject my reasonable request, which I think is ridiculous.Again, at am, 12/20/2016, I received an email from Mr*** told me that I am not eligible for their price match policy, because the item was marked as “door buster”, without providing any evidenceMaybe he realized that his previous excuse was not persuasive, and he was really a good and dedicated Dell’s representative, stayed up late and looked up their price match policy (Hope Dell paid his overtime work), highlighted the “door buster” as the second excuse for me.I appreciate your work, but please provide me evidenceThe date (12/15/2016) I called to your customer service to match the price, I did not see any “door buster” sign on that webpage, the webpage of the U2913WM monitor was as it is today, except the price was $Even your customer service did not notice any “door buster” on the webpage of the item, and used the $refund record (see the first issue) as an excuse to reject my price match request.Recently, one of my friend price matched an item from dell and got a dell gift card as refundIf you really have a technical issue to process the refund, I can understand, dell gift card is acceptable for me, since I will buy another Dell laptop for my familyI still think Dell products are very good in quality, but the experience with your customer service is really upset and time consuming.Mr***, please take your time to find evidences or give me a good and acceptable solution, instead of rejecting my request by switching to different unreasonable excusesPlease do not call me to inform useless message like “we cannot process your refund, your order is locked”, unless you really have a SOLUTIONResponse to me on Revdex.com, let Revdex.com and other customers see your ability and sincerity to solve customers’ problems.Merry Christmas and have a good day
*** ***
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
I did not wait months, the email from Dell that I received after contacting Dell with days of receiving the Laptop said the following word for word: We have received your service request and are processing your returnYou will receive your return waybill information via email once the request has been completedNote: You may contacted by Dell regarding this request prior to receiving your return waybill informationYou will receive an additional email containing your return waybills and instructions for return shipment back to dell.I never received the follreply from Dell, I logged into my account to check for any messages posted to my Dell acct, and I contacted Dell several times, I was put on forever HOLD, and magically disconnected (I assume by Dell)Dell is misrepresenting the truth and no longer stands behind their products ***
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 continued concerns with their purchaseAt this time the agent has completed the credit and confirmed it was processed with the customerDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any additional questions or concerns. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Our records indicate that Dell representative *** has been in contact with the customer in regards to this situationThe representative has authorized a return and provided shipping labelsThe representative will update the customer once the credit has postedPlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ** ***. Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; ***, in the interest of customer satisfaction, has authorized the return of the two monitors and the adapter for a full refund back to the customer, in order that she can purchase the correct model monitors with the port settings which will enable her to use dual monitors with her system. *** also provided the customer with a goodwill concession. The customer has accepted the resolution provided. The customer has ***’s contact information should she need further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com, Dell representative, ***, is attempting to reach the customer by phone and email to assist the customer furtherAt this time the representative remains available to assist the customer with these additional concernsPlease have the customer contact the representative by email at ***_***@Dell.com Sincerely 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
Since the date of our last
response, a Dell representative, ***, made multiple attempts by telephone and e-mail to contact the customer to discuss his concerns and, to date, there has been no response to the messages left by the representative. 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 satisfactory to me
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 Our records indicate Dell
representative; *** has been instrumental in assisting the customer in receiving the missing credits. *** has sent by email, proof the transaction is complete by sharing the credit memo with the customer. We certainly do apologize for any frustration this matter may have caused our customer. 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,Dell Representative, *** attempted to contact Mr*** *** but was not successfulHowever, our representative was able to leave a voice mail message and sent an email for follow-upMr*** returned his system for a full creditThe system was received
at Dell and the full credit applied to Mr***’ accountOur representative, ***, remains available to assist Mr*** in resolving the issues as reported in his complaint.Sincerely, Dell Advanced Resolution Team