Today’s Date: 06/22/2016 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 technical and customer service concernsAt this time the agent completed the system exchange and confirmed with the customer it was received in proper orderThe agent also took the customers feedback concerning the customer service issues and delaysDell 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 other questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission. A Dell representative, *** has recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has setup a return and full refund of the purchase for the customer. 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
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 submission Customer expressed dissatisfaction with Dell service and support and wants her computer replaced or a refund We regret any dissatisfaction she may have experienced and appreciate the feedback
provided Dell has a thirty (30) day Return Period and, as the order invoiced during 2014, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative denied the customer’s refund and exchange requests however, a service dispatch was processed to have the customer’s computer repaired and returned to the customer The customer indicated she had received unwanted calls from people who claimed to be from Dell We are aware that unauthorized callers are using the Dell company name and those of our business partners to potentially coerce customers into making fraudulent payments in return for unsolicited support This is recognized as an on-going industry wide issue when unsolicited technical support calls come from individuals using a variety of company names Our representative requested that the customer provide Dell additional information to assist us in our investigation The representative also requested that she report this matter to the FTC The customer may contact our representative at ***@Dell.com for any further assistance she may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Dell representative, *** made two (2) attempts to contact Mr*** to assist him in resolving theissues as reported in his complaintHowever, Mr*** was not availableto take the callOur representative will make one (1) more attempt to contactprior to closing the case as a “no contact” issueDell representative, ***remains available to assist Mr*** in resolving hisissues. Sincerely,** ***Dell Advanced Resolution Team
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative contacted the customer regarding the issues described in her correspondenceOur representative respectfully denied the customer’s request for free
replacement of the Microsoft Office product keyOur representative explained that the customer is responsible for maintaining the product key and Dell does not retain a backup copy and advised the customer to contact MicrosoftWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident ID: ***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
Complaint: ***
I am rejecting this response because: the gentleman from Dell took over the computer and did some workthe issue of Office was reinstalled on my computer but there has been no compensation for not being able to use the Office for months which cost me $for one year of useso I lost a quarter of use that was paid forAlso Dell was supposed to fix the computer not to go to sleep after being idle for less than a minuteFixed for that day onlySoon as I shut down the computer and turned it on the next day same old thing of going to sleep started againI bought this computer newI can't even sell it now because of this problemThis computer NEVER worked the right way since newNow it is getting to the point of looking the LEMON LAW to see my rightsI e- mail the gentleman from Dell the very next day about the problem not being fixed and it has been week with NO RESPONSE from him or Dell
Regards,
*** ***
Thank you for providing a copy of the customers’ submissionDell representative, *** is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintPlease have the customer contact the representative by email at
***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfaction, our representative processed a credit for warranty
order# ***, which should reflect on his next billing statementThe representative also informed Mr*** of our out of warranty fee based service and support at ###-###-####His request for free repair and compensation was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reached. Our representative provided their contact information and will remain engaged until the customer’s issue has been addressed
Complaint: ***
I am rejecting this response because:As I have stated, over and over again, I was able to put the computer, in my cart for $and check out with the price of $Then a couple of minutes later I get an e-mail saying I was charged $199.99--for the same computer.??!! you did not run out of computers did you?? I do not understand how you can change the price from the time I checked out to the time I received the confirmation e-mail my order was placeThat is wrong and I believe it illegal! no apology is needed, this needs to be made right- so it does not occur again, to me or anyone else---- ***.***@dell.com wrote: > Dell Customer Communication > > Dear ***, > > As discussed, I would like to inform you that the promotional price was for limited quantitiesIt is unfortunate that you were not able to get the computer at the promtional price, we will work on your feedback> > Please accept our sincere apologies for any inconvenience causedIf you have any questions or concerns regarding the issue discussed, do reply to this email or call me and I would be glad to assist you further> > Thanks and Regards, > *** *** > Dell | Advanced Resolution Group > Phone +*** *** ***, Extn: *** > My work schedule is 10:am - 07:pm CST Monday to Frida
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by
Ms*** *** A Dell representative recently contacted Ms*** regarding her concernsShe confirmed that she received the ac-adapter kit and the issue has been resolvedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail a* ***Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,Executive Support Team Incident ID: ***Dell Inc
Dear Revdex.com
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience
Dell representative, ***, contacted the customer and respectfully denied the request for a refund as the customer purchased retail and not directly from DellThe customer warranty expired 9/15/does have the option to contact our out of warranty repaired department which the information was provided to himPlease have the customer contact the representative by email at ***_***@Dell.com
Sincerely
Advanced Resolution Group
Incident
Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently spoke to Ms*** regarding her concernsOur representative explained the terms of sale and the limited hardware warrantyAs a gesture of
goodwill and in the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement unit was delivered on September 2nd, Our representative also followwith Ms*** to 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 via e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: good faith effort from Dell was not forthcoming on Black Friday*** *** *** all had the Xbox into the next dayIf you're not going to have the deal don't offer it in limited quantitiespace that you know you will run out in the first minute
Regards,
*** ***
Complaint: ***I am rejecting this response because: I have had issues with this Dell device since my purchase date and have been trying to have Dell fix my device since I first initially contacted them, almost a full year before the warranty expired Now that I am out of warranty and they are wanting me to pay for fixing the device they couldn't fix in the year of warranty is ridiculous and predatory. Simply, Dell has tried and failed to fix their poor products issues within my year of warranty, and are saying it's not their problem anymore due to the time limit being passedBy their own customer service policy, they will work til a workable solution is happy for the customer, which means if a problem is documented before the warranty is expired and you have to spend a decade to fix that issue, the warranty should still cover that singular issue They have done remote take-overs, I have sent it in to them so they they can diagnose their problems directly and still they have not been able to remedy the situation The compute simply does not work on wifi due to a design flaw that is plastered all over the internet forums (including a validated response done by their moderators on their own website) and their response is its not their problem and they have already gone "above and beyond" the protocol when in fact they have not even done absolute bare minimum of getting my computer to work correctly I do not believe I am asking for anything outside of the realm of reason The fact that they are saying that I should seek recompense from Office Max after a year of their trying to fix their shoddy product is ridiculous It's not Office Max's fault that they couldn't fix the problem within their year warranty period or are being willing to do anything outside of what their customer service script dictate what they do Why should Office Max have to bite the bullet and refund me for their product that they will not stand behind or able to fix? In Summation: I believe that for these reasons and for the fact that Dell has been unwilling and I feel deliberately trying to stall until my warranty expired so that they may write me off as a customer is the same reason I want to be done with them as a customer and want a full refund of my product ( that is still in the box brand new) so that I may try again with a different company that values their customers and at least try to be helpful.
Regards,
*** ***
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
Issue has been resolvedThanks for your servicesI think contacting you guys made DELL fix the problem like they should've under the yr warranty agreementThanks again
Regards,
*** ***
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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe Dell representative *** has followed up with Ms*** and confirmed funds were applied back to the credit cardThe customer may use credit order *** posted on 5/9/Sincerely, Advanced Resolution Group *** Dell
Today’s Date: 06/22/2016 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 technical and customer service concernsAt this time the agent completed the system exchange and confirmed with the customer it was received in proper orderThe agent also took the customers feedback concerning the customer service issues and delaysDell 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 other questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission. A Dell representative, *** has recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has setup a return and full refund of the purchase for the customer. 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
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 submission Customer expressed dissatisfaction with Dell service and support and wants her computer replaced or a refund We regret any dissatisfaction she may have experienced and appreciate the feedback
provided Dell has a thirty (30) day Return Period and, as the order invoiced during 2014, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative denied the customer’s refund and exchange requests however, a service dispatch was processed to have the customer’s computer repaired and returned to the customer The customer indicated she had received unwanted calls from people who claimed to be from Dell We are aware that unauthorized callers are using the Dell company name and those of our business partners to potentially coerce customers into making fraudulent payments in return for unsolicited support This is recognized as an on-going industry wide issue when unsolicited technical support calls come from individuals using a variety of company names Our representative requested that the customer provide Dell additional information to assist us in our investigation The representative also requested that she report this matter to the FTC The customer may contact our representative at ***@Dell.com for any further assistance she may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Dell representative, *** made two (2) attempts to contact Mr*** to assist him in resolving theissues as reported in his complaintHowever, Mr*** was not availableto take the callOur representative will make one (1) more attempt to contactprior to closing the case as a “no contact” issueDell representative, ***remains available to assist Mr*** in resolving hisissues. Sincerely,** ***Dell Advanced Resolution Team
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative contacted the customer regarding the issues described in her correspondenceOur representative respectfully denied the customer’s request for free
replacement of the Microsoft Office product keyOur representative explained that the customer is responsible for maintaining the product key and Dell does not retain a backup copy and advised the customer to contact MicrosoftWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident ID: ***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
Complaint: ***
I am rejecting this response because: the gentleman from Dell took over the computer and did some workthe issue of Office was reinstalled on my computer but there has been no compensation for not being able to use the Office for months which cost me $for one year of useso I lost a quarter of use that was paid forAlso Dell was supposed to fix the computer not to go to sleep after being idle for less than a minuteFixed for that day onlySoon as I shut down the computer and turned it on the next day same old thing of going to sleep started againI bought this computer newI can't even sell it now because of this problemThis computer NEVER worked the right way since newNow it is getting to the point of looking the LEMON LAW to see my rightsI e- mail the gentleman from Dell the very next day about the problem not being fixed and it has been week with NO RESPONSE from him or Dell
Regards,
*** ***
Thank you for providing a copy of the customers’ submissionDell representative, *** is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintPlease have the customer contact the representative by email at
***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfaction, our representative processed a credit for warranty
order# ***, which should reflect on his next billing statementThe representative also informed Mr*** of our out of warranty fee based service and support at ###-###-####His request for free repair and compensation was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reached. Our representative provided their contact information and will remain engaged until the customer’s issue has been addressed
Complaint: ***
I am rejecting this response because:As I have stated, over and over again, I was able to put the computer, in my cart for $and check out with the price of $Then a couple of minutes later I get an e-mail saying I was charged $199.99--for the same computer.??!! you did not run out of computers did you?? I do not understand how you can change the price from the time I checked out to the time I received the confirmation e-mail my order was placeThat is wrong and I believe it illegal! no apology is needed, this needs to be made right- so it does not occur again, to me or anyone else---- ***.***@dell.com wrote: > Dell Customer Communication > > Dear ***, > > As discussed, I would like to inform you that the promotional price was for limited quantitiesIt is unfortunate that you were not able to get the computer at the promtional price, we will work on your feedback> > Please accept our sincere apologies for any inconvenience causedIf you have any questions or concerns regarding the issue discussed, do reply to this email or call me and I would be glad to assist you further> > Thanks and Regards, > *** *** > Dell | Advanced Resolution Group > Phone +*** *** ***, Extn: *** > My work schedule is 10:am - 07:pm CST Monday to Frida
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by
Ms*** *** A Dell representative recently contacted Ms*** regarding her concernsShe confirmed that she received the ac-adapter kit and the issue has been resolvedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail a* ***Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,Executive Support Team Incident ID: ***Dell Inc
Dear Revdex.com
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience
Dell representative, ***, contacted the customer and respectfully denied the request for a refund as the customer purchased retail and not directly from DellThe customer warranty expired 9/15/does have the option to contact our out of warranty repaired department which the information was provided to himPlease have the customer contact the representative by email at ***_***@Dell.com
Sincerely
Advanced Resolution Group
Incident
Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently spoke to Ms*** regarding her concernsOur representative explained the terms of sale and the limited hardware warrantyAs a gesture of
goodwill and in the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement unit was delivered on September 2nd, Our representative also followwith Ms*** to 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 via e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: good faith effort from Dell was not forthcoming on Black Friday*** *** *** all had the Xbox into the next dayIf you're not going to have the deal don't offer it in limited quantitiespace that you know you will run out in the first minute
Regards,
*** ***
Complaint: ***I am rejecting this response because: I have had issues with this Dell device since my purchase date and have been trying to have Dell fix my device since I first initially contacted them, almost a full year before the warranty expired Now that I am out of warranty and they are wanting me to pay for fixing the device they couldn't fix in the year of warranty is ridiculous and predatory. Simply, Dell has tried and failed to fix their poor products issues within my year of warranty, and are saying it's not their problem anymore due to the time limit being passedBy their own customer service policy, they will work til a workable solution is happy for the customer, which means if a problem is documented before the warranty is expired and you have to spend a decade to fix that issue, the warranty should still cover that singular issue They have done remote take-overs, I have sent it in to them so they they can diagnose their problems directly and still they have not been able to remedy the situation The compute simply does not work on wifi due to a design flaw that is plastered all over the internet forums (including a validated response done by their moderators on their own website) and their response is its not their problem and they have already gone "above and beyond" the protocol when in fact they have not even done absolute bare minimum of getting my computer to work correctly I do not believe I am asking for anything outside of the realm of reason The fact that they are saying that I should seek recompense from Office Max after a year of their trying to fix their shoddy product is ridiculous It's not Office Max's fault that they couldn't fix the problem within their year warranty period or are being willing to do anything outside of what their customer service script dictate what they do Why should Office Max have to bite the bullet and refund me for their product that they will not stand behind or able to fix? In Summation: I believe that for these reasons and for the fact that Dell has been unwilling and I feel deliberately trying to stall until my warranty expired so that they may write me off as a customer is the same reason I want to be done with them as a customer and want a full refund of my product ( that is still in the box brand new) so that I may try again with a different company that values their customers and at least try to be helpful.
Regards,
*** ***
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
Issue has been resolvedThanks for your servicesI think contacting you guys made DELL fix the problem like they should've under the yr warranty agreementThanks again
Regards,
*** ***
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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe Dell representative *** has followed up with Ms*** and confirmed funds were applied back to the credit cardThe customer may use credit order *** posted on 5/9/Sincerely, Advanced Resolution Group *** Dell