Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Ms*** expressed dissatisfaction with Dell’s response and stated she received correspondence the day after our last response We regret any dissatisfaction she may have experienced and appreciate the feedback provided As previously indicated, our records indicate the account has been cleared and the letter received by Ms*** may have been based on prior information and she should not receive any further communications regarding this matter Our representative provided contact information and will remain available to assist should she need additional follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because: The business offered to replace the hard drive againI stated this was already doneThey informed me the technician installed the hard drive incorrectlyThey said he formatted it and he was not suppose toNow I have a formatted ssd drive and a formatted ard driveThis still has not fixed the original problem but only made.it worseNow they want to replace both drivesThis computer has not worked since I purchased itIt has been worked on by Dell and Alienware and it keeps getting worseFive months is sufficient time to make repairs, it is time to replaceIt is not my fault they send out techs who do not know want there doing and tell me they can't stick around to make sure the computer works correctly because they are only paid for one hour of wark at a time
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 the product replacedWe regret any dissatisfaction they may have experienced and appreciate
the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative explained the terms and conditions of the Limited Hardware WarrantyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacementOnce the product has been delivered, our representative will also follto verify functionalityShould Ms*** have any additional concerns regarding this case, she can reach out to our representative at ***@Dell.com.
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,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by * ***Our representative has contacted the customer and our 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meDell repeatedly gave me the runaround until I submitted my complain with you They sent me a replacement monitor, which had a small but quite visible defect, so they sent me a second replacement that is working fine I do not invoke the Revdex.com lightly, but in this case channels were going nowhere after more than reasonable effort on my part I should not have to work this hard to get a DB error on Dell's part resolved, and their phone system is pervasively broken
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms. *** regarding her concernsThe representative explained the terms of sale, the limited hardware warranty, and confirmed
hardware functionality
***
***
Please note that as a onetime gesture of goodwill, our representative provided months warranty extension and followwith Mr*** to confirm resolutionHer request for years free warranty extension 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 by email at ***@Dell.com, in case Ms*** has any further concerns regarding this case.
Sincerely,
Executive Support Team Incident ID: *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Mr*** regarding her concernsIn the interest of customer satisfaction, our representative processed a replacement unitOur
records show that the replacement order number *** was delivered to Ms*** on November 22, under FedEx tracking number ***Furthermore, our representative also sent her a replacement Microsoft Product Identity (MPI) card for Office Professional and followto confirm resolutionWe 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 by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate Dell
representative; *** has been in contact with the customer to discuss their concerns. *** has explained to the customer that the Dell Monitor - S2415H they were attempting to purchase from Dell’s website, had been a pricing error, so this is why the order had been canceled. *** has apologized for any disappointment or inconvenience this matter may have caused the customer. Please know Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we have a disclaimer which indicates that Dell reserves the right to deny the processing of any orders arising from pricing or other errors. *** has respectfully informed the customer, that we are sorry, but we are unable to honor the wrong price. We appreciate the customer and the Revdex.com for taking the time to bring this observation to our attention. 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
Complaint: ***
I am rejecting this response because: This is not acceptable Spending over $for two brand new laptops and then within the first two months of use, they both start having issues is very wrong The one laptop will not reboot now after doing a "Dell" update I have also repeatedly told "Dell" that Mr*** died on 8-21- The fact that they continue to say they are talking/corresponding with him is sick The Revdex.com needs to go to "Dell's" facebook page and see the hundreds and hundreds of complaints on there The same issues that I am having, worthless products and very bad customer service When you call, you can't even understand the person You repeatedly have to keep saying what or would you repeat that "Dell" is one of the worst companies that I have ever had the misfortune to work with They have no intention of making this right I am not paying for their so called offer of on site techs since I should not be held responsible for paying for something to be repaired when it is a new laptop and shouldn't need repaired
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell service and wants an exchange for a different model computer and a warranty extension as a concession Our records indicate at the time of purchase, the customer opted for a one year warranty when warranty extensions were available Out of fairness to Dell customers who purchase warranty extensions, Dell will not offer a warranty extension as a concession Since the date of the submission, a Dell representative contacted the customer, denied the customer’s concession requests, and offered to assist with the technical issues, per Dell’s Limited Hardware Warranty The customer declined this assistance We remain available to assist under the terms and conditions of the warranty and ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further; however no change will be made to the offered resolution.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 submissionDell representative reached out to the customer additional informationOur records indicate a credit has been processed for the lost order and posted back to the credit card for the full amountWe remain available to assist the customerOur representative may be contacted directly by e-mail at *** Sincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com, Dell records indicate that both *** has followed up with the customer that a refurbished exchange under the terms of the hardware warrantyThe customer’s request for a new exchange or refund is respectfully deniedAt this time we are waiting on the customer to accept the offer so we can move forward with the resolutionPlease have the customer follow up by emailing ***@Dell.com Sincerely Advanced Resolution Group Incident *** 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 submissionA 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. *** has apologized for the limited quantities of the item the customer ordered being cancelled and an alternative item has been offered at the same price. 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 GroupIncident ID# ***Dell Inc
Dear Revdex.com, Dell records show that after Mr***’s provided the pictures it was determined the product was out of warrantyThe representative requested the receipt or proof of purchase due to Mr***s stating he had just purchasedMr***s will need to provide a valid proof of purchase in order to investigate furtherSincerely Advanced Resolution Group Incident *** Dell
Dear Revdex.com, Our records indicate that the Dell representative *** has followed up and apologized we do show the funds have been applied to the gift cardThe representative provided the gift card and pin number also the total amount availableSincerely Advanced Resolution Group Incident *** 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 the order reinstatedWe regret any dissatisfaction they may have experienced and appreciate
the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative explained the terms and conditions of the sale www.Dell.com/WarrantyFurthermore, the order was canceled due to pricing error and cannot be reinstatedDell makes every effort to avoid errors on the Dell website, as we fully understand the bad experience it can cause our customers and DellSometimes an error may occur and for this reason, throughout Dell’s website, there is messaging which indicates, Dell reserves the right to cancel orders arising from pricing or other errorsShould the customer have any additional concerns regarding this case, 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.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Per the terms of the sale, our representative, ***, respectfully denied Mr***’s request for a return for creditPer the terms and conditions of the Dell
Limited Warranty, *** denied Mr***’s request to replace the desktop system with a portable, however; he offered an exchange, which was declined, in accordance with the warranty***, also, advised Mr*** on upgrading his warranty*** remains available and may be contacted via e-mail at ***@Dell.comWe regret any dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concerns and explained Dell's Consumer Terms of SaleOur records show, she was only
charged once for order number *** in the amount of $Her request for compensation was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceShould she 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 ***
Dell
Complaint: ***
I am rejecting this response because: I spoke with a representative of Microsoft (Case # ***) who said there was no way that Dell did not know that the computer needed a minimum of 30-GB of RAM to support a windows environment besides Dell critical updates and other necessary virus software, etc. This computer only had 20. Dell claims that a regular consumer like myself should have known this and not bought the computer. This is absurd. There is no way anyone like myself would know the RAM requirements of a new windows product and intentionally buy a computer that would not function within months of purchase because of insufficient RAM. And luckily for Dell, just outside of their warranty or return period. This is fraudulent
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Ms*** expressed dissatisfaction with Dell’s response and stated she received correspondence the day after our last response We regret any dissatisfaction she may have experienced and appreciate the feedback provided As previously indicated, our records indicate the account has been cleared and the letter received by Ms*** may have been based on prior information and she should not receive any further communications regarding this matter Our representative provided contact information and will remain available to assist should she need additional follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because: The business offered to replace the hard drive againI stated this was already doneThey informed me the technician installed the hard drive incorrectlyThey said he formatted it and he was not suppose toNow I have a formatted ssd drive and a formatted ard driveThis still has not fixed the original problem but only made.it worseNow they want to replace both drivesThis computer has not worked since I purchased itIt has been worked on by Dell and Alienware and it keeps getting worseFive months is sufficient time to make repairs, it is time to replaceIt is not my fault they send out techs who do not know want there doing and tell me they can't stick around to make sure the computer works correctly because they are only paid for one hour of wark at a time
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 the product replacedWe regret any dissatisfaction they may have experienced and appreciate
the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative explained the terms and conditions of the Limited Hardware WarrantyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacementOnce the product has been delivered, our representative will also follto verify functionalityShould Ms*** have any additional concerns regarding this case, she can reach out to our representative at ***@Dell.com.
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,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by * ***Our representative has contacted the customer and our 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meDell repeatedly gave me the runaround until I submitted my complain with you They sent me a replacement monitor, which had a small but quite visible defect, so they sent me a second replacement that is working fine I do not invoke the Revdex.com lightly, but in this case channels were going nowhere after more than reasonable effort on my part I should not have to work this hard to get a DB error on Dell's part resolved, and their phone system is pervasively broken
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms. *** regarding her concernsThe representative explained the terms of sale, the limited hardware warranty, and confirmed
hardware functionality
***
***
Please note that as a onetime gesture of goodwill, our representative provided months warranty extension and followwith Mr*** to confirm resolutionHer request for years free warranty extension 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 by email at ***@Dell.com, in case Ms*** has any further concerns regarding this case.
Sincerely,
Executive Support Team Incident ID: *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Mr*** regarding her concernsIn the interest of customer satisfaction, our representative processed a replacement unitOur
records show that the replacement order number *** was delivered to Ms*** on November 22, under FedEx tracking number ***Furthermore, our representative also sent her a replacement Microsoft Product Identity (MPI) card for Office Professional and followto confirm resolutionWe 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 by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate Dell
representative; *** has been in contact with the customer to discuss their concerns. *** has explained to the customer that the Dell Monitor - S2415H they were attempting to purchase from Dell’s website, had been a pricing error, so this is why the order had been canceled. *** has apologized for any disappointment or inconvenience this matter may have caused the customer. Please know Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we have a disclaimer which indicates that Dell reserves the right to deny the processing of any orders arising from pricing or other errors. *** has respectfully informed the customer, that we are sorry, but we are unable to honor the wrong price. We appreciate the customer and the Revdex.com for taking the time to bring this observation to our attention. 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
Complaint: ***
I am rejecting this response because: This is not acceptable Spending over $for two brand new laptops and then within the first two months of use, they both start having issues is very wrong The one laptop will not reboot now after doing a "Dell" update I have also repeatedly told "Dell" that Mr*** died on 8-21- The fact that they continue to say they are talking/corresponding with him is sick The Revdex.com needs to go to "Dell's" facebook page and see the hundreds and hundreds of complaints on there The same issues that I am having, worthless products and very bad customer service When you call, you can't even understand the person You repeatedly have to keep saying what or would you repeat that "Dell" is one of the worst companies that I have ever had the misfortune to work with They have no intention of making this right I am not paying for their so called offer of on site techs since I should not be held responsible for paying for something to be repaired when it is a new laptop and shouldn't need repaired
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell service and wants an exchange for a different model computer and a warranty extension as a concession Our records indicate at the time of purchase, the customer opted for a one year warranty when warranty extensions were available Out of fairness to Dell customers who purchase warranty extensions, Dell will not offer a warranty extension as a concession Since the date of the submission, a Dell representative contacted the customer, denied the customer’s concession requests, and offered to assist with the technical issues, per Dell’s Limited Hardware Warranty The customer declined this assistance We remain available to assist under the terms and conditions of the warranty and ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further; however no change will be made to the offered resolution.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 submissionDell representative reached out to the customer additional informationOur records indicate a credit has been processed for the lost order and posted back to the credit card for the full amountWe remain available to assist the customerOur representative may be contacted directly by e-mail at *** Sincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com, Dell records indicate that both *** has followed up with the customer that a refurbished exchange under the terms of the hardware warrantyThe customer’s request for a new exchange or refund is respectfully deniedAt this time we are waiting on the customer to accept the offer so we can move forward with the resolutionPlease have the customer follow up by emailing ***@Dell.com Sincerely Advanced Resolution Group Incident *** 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 submissionA 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. *** has apologized for the limited quantities of the item the customer ordered being cancelled and an alternative item has been offered at the same price. 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 GroupIncident ID# ***Dell Inc
Dear Revdex.com, Dell records show that after Mr***’s provided the pictures it was determined the product was out of warrantyThe representative requested the receipt or proof of purchase due to Mr***s stating he had just purchasedMr***s will need to provide a valid proof of purchase in order to investigate furtherSincerely Advanced Resolution Group Incident *** Dell
Dear Revdex.com, Our records indicate that the Dell representative *** has followed up and apologized we do show the funds have been applied to the gift cardThe representative provided the gift card and pin number also the total amount availableSincerely Advanced Resolution Group Incident *** 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 the order reinstatedWe regret any dissatisfaction they may have experienced and appreciate
the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative explained the terms and conditions of the sale www.Dell.com/WarrantyFurthermore, the order was canceled due to pricing error and cannot be reinstatedDell makes every effort to avoid errors on the Dell website, as we fully understand the bad experience it can cause our customers and DellSometimes an error may occur and for this reason, throughout Dell’s website, there is messaging which indicates, Dell reserves the right to cancel orders arising from pricing or other errorsShould the customer have any additional concerns regarding this case, 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.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Per the terms of the sale, our representative, ***, respectfully denied Mr***’s request for a return for creditPer the terms and conditions of the Dell
Limited Warranty, *** denied Mr***’s request to replace the desktop system with a portable, however; he offered an exchange, which was declined, in accordance with the warranty***, also, advised Mr*** on upgrading his warranty*** remains available and may be contacted via e-mail at ***@Dell.comWe regret any dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concerns and explained Dell's Consumer Terms of SaleOur records show, she was only
charged once for order number *** in the amount of $Her request for compensation was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceShould she 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 ***
Dell
Complaint: ***
I am rejecting this response because: I spoke with a representative of Microsoft (Case # ***) who said there was no way that Dell did not know that the computer needed a minimum of 30-GB of RAM to support a windows environment besides Dell critical updates and other necessary virus software, etc. This computer only had 20. Dell claims that a regular consumer like myself should have known this and not bought the computer. This is absurd. There is no way anyone like myself would know the RAM requirements of a new windows product and intentionally buy a computer that would not function within months of purchase because of insufficient RAM. And luckily for Dell, just outside of their warranty or return period. This is fraudulent
Regards,
*** ***