Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with communication expectations for their Dell account and wants the warranty entitlement issues resolvedWe 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 worked with the account verification department to resolve this matterOur records indicate that the account and warranty entitlement related issues have been resolvedShould Mr*** have any additional concerns regarding this case, he can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***.Sincerely, Advanced Resolution Group Incident ID: *** Dell
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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Onsite service was dispatched and our records indicate it is completeWe regret any dissatisfaction Ms*** may have experienced and Youssaf remains available and may be
contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Complaint: ***
Dell is clearly stating they wish to continue to fail to
honor any warranty work for all claims made within the warranty period As this breach of contract is the main focus of the complaint I am rejecting this response because I never accepted the resolution provided by Dell All attempts on my part to get the device to Dell for repair work were rejected within the warranty period Dell's representatives have clearly stated they would do nothing regarding the multiple issues opened with their support related to hardware failures on the laptop Furthermore I specifically asked the case be escalated which clearly it was not Instead the ticket was closed by Dell without any consent on my part or acceptable resolution This has been typical behavior in dealing with Dell support over the last several month Voicemails I never received, claims made by technicians that they spoke to me when they did not, and arbitrary closing of tickets.The main issue is still Dell's failure to honor the warranty on calls made to them on multiple dates within the warranty period including but not exclusive to Dec and March Dell has admitted the calls took place As no repair work performed by Dell addressing the repeated failures of the USB bus on the device in and which rendered it unusable.
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 experience
Dell representative, Farat, contacted the customer and confirmed credit has posted and will reflect on the customer’s credit cardPlease have the customer contact the representative by email at ***
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because:I was refunded the money of the gift cardI tried placing another order at Dell.comThe order was cancelled by Dell, and once again my gift card has not been refundedI am back to where I started.
Regards,
*** ***
Dear Revdex.com,
This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedThe customer declined the assistance based on our representative’s geographical locationShould she reconsider and agree to troubleshoot, she may contact Dell’s technical support representatives at ###-###-####Alternatively, should she want assistance from the representative assigned to assist with her submission, we ask that she contact the representative at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID#*** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***
Customer expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction they may have experienced and
appreciate the feedbackDell’s return policy states that a return for credit is limited to the first thirty days from the invoice dateAny product returned to Dell without prior authorization from Dell will be considered an unauthorized return, and you will not receive credit for the product and Dell will not ship the product back to you www.Dell.com/WarrantySince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative requested details regarding Dell order number(s) in question and made multiple attempts to reach the customer to obtain the required information; however, has not been able to further discuss this matterShould 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
Complaint: ***
I am rejecting this response because: The money was refunded into the Dell Financial account BUT the money I have been paying towards the account HAS NOT been refunded back to meIt was refunded back to my Dell financial accountThis issue is not yet completedI'm still owed money for all of my payments!
Regards,
*** ***
Since the date of the follow up submission, a Dell representative contacted Mr*** and set up a service dispatch to send parts and a technician to replace components in his computer. Our representative will remain engaged until his concerns have been fully addressed
Complaint: ***
I am rejecting this response because:The "refund" Dell refers to was only 1/of the proper amount They still refused to honor the promo discount, citing that 'order had already shipped' I am still out about I do not consider this matter satisfactorily resolvedI recommend that people try to avoid Dell Computers, but if they have no choice but to deal with them, be very wary, as if you make an error, their customer service is not going to be on your side--IF you can get in touch with them.
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 submissionOur records indicate the customer
was contacted by Dell representative, *** *** who has authorized a new system exchange to address and resolve the customer’s system technical problems. We certainly apologize for any difficulties or inconveniences the customer may have been through. However, we are pleased *** resolved the matter for the 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell has investigated the account and has found that this is an unauthorized resellerDue to this no further promotional gift cards will be issued and the account has been flagged as suchDells terms and conditions of the gift cards #Dell, at its sole discretion, reserves the right to reject (decline) requests for promotional incentives, including promotional gift cards and Dell Advantage rewards, to accounts suspected of reseller or promotional abuse activitySincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell has a
thirty (30) day Return Period and, as the order invoiced during 2015, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer and, for customer satisfaction reasons, processed a system exchange The exchange was processed after the customer accepted the specifications for the replacement computer which has been shipped to the customer The customer requested a warranty extension as a concession which was denied however, he should be able to extend the warranty for a fee if he decides he would like support for longer than the original one year warranty which will expire in December The customer may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:no it is not trueThe Dell representative had a phone appointment set up with meI waited for 1/hours but never calledWhen I contacted him he tried to set up a NEW? Time...I have a life and work hour days...I told him I was going on vacation for weeksI still don't know what kind of CDs and DVDs I can play with this desk topMy computer is useless can't use e-mail after DELL attempted fixStay away from these people...will buy apple and life will be back to normalAfter hours of phone wasted time with Techs...computer is uselessI thought they were trying to help me*** ***
Regards,
*** ***
Complaint: ***
I am rejecting this response because: My computer is a refurbished modelDell is illegally selling used computers as new
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative authorized an onsite to replace partsAt this time the representative is attempting to follow up to confirm resolutionThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because: the representative was a bully, extremely rude and told me what was going to happenNot once did he try to resolve the problemlHe did not attempt to resolve the issue at allWhen I purchased the computer no one mentioned anything about the battery warrantyThis is the first time I am hearing about the one year warranty.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: It is ridiculous and unacceptable and I believe illegal?! I have discussed with dell spending well over hours on the phone collectively and useless additional hours on tweet help, emails etcI was told during all conversations this was a "known" issue and there was no permanent fix, that it could indeed happen again and againIs this something acceptable for a "new" computer? I also believe I had days to return my computer? I was told I could not return although this occurred in less then days of receiving itI was also told they could not after attempting load any of the programs or trials that came with my "new" computerThe computer was used less then a dozen times which I believe they could clearly see while they were remotely in my system during the first hour phone callAs they again verified in their latest response this was "known" issue to them however not disclosed to the customerIn addition if windows is not compatible with their hardware system, isn't that a hardware problemIt is not my job to be sure the hardware is compatible with a windows system they installed in my NEW computerThis seems also illegal to not disclose when they new of the riskI can not risk having issues with a computer I saved for for months to purchaseI cannot afford to risk this happening again as they said it likely wouldI simply want my money back at this point and do not wish to deal with a company that is not only not customer friendly but is dishonest.
Regards,
*** ***
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has informed the customer that physical damage is not covered by his warranty but did offer out of warranty repair service at a discounted 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 Group
Incident ID# ***
Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with communication expectations for their Dell account and wants the warranty entitlement issues resolvedWe 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 worked with the account verification department to resolve this matterOur records indicate that the account and warranty entitlement related issues have been resolvedShould Mr*** have any additional concerns regarding this case, he can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***.Sincerely, Advanced Resolution Group Incident ID: *** Dell
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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Onsite service was dispatched and our records indicate it is completeWe regret any dissatisfaction Ms*** may have experienced and Youssaf remains available and may be
contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Complaint: ***
Dell is clearly stating they wish to continue to fail to
honor any warranty work for all claims made within the warranty period As this breach of contract is the main focus of the complaint I am rejecting this response because I never accepted the resolution provided by Dell All attempts on my part to get the device to Dell for repair work were rejected within the warranty period Dell's representatives have clearly stated they would do nothing regarding the multiple issues opened with their support related to hardware failures on the laptop Furthermore I specifically asked the case be escalated which clearly it was not Instead the ticket was closed by Dell without any consent on my part or acceptable resolution This has been typical behavior in dealing with Dell support over the last several month Voicemails I never received, claims made by technicians that they spoke to me when they did not, and arbitrary closing of tickets.The main issue is still Dell's failure to honor the warranty on calls made to them on multiple dates within the warranty period including but not exclusive to Dec and March Dell has admitted the calls took place As no repair work performed by Dell addressing the repeated failures of the USB bus on the device in and which rendered it unusable.
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 experience
Dell representative, Farat, contacted the customer and confirmed credit has posted and will reflect on the customer’s credit cardPlease have the customer contact the representative by email at ***
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because:I was refunded the money of the gift cardI tried placing another order at Dell.comThe order was cancelled by Dell, and once again my gift card has not been refundedI am back to where I started.
Regards,
*** ***
Dear Revdex.com,
This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedThe customer declined the assistance based on our representative’s geographical locationShould she reconsider and agree to troubleshoot, she may contact Dell’s technical support representatives at ###-###-####Alternatively, should she want assistance from the representative assigned to assist with her submission, we ask that she contact the representative at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID#*** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***
Customer expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction they may have experienced and
appreciate the feedbackDell’s return policy states that a return for credit is limited to the first thirty days from the invoice dateAny product returned to Dell without prior authorization from Dell will be considered an unauthorized return, and you will not receive credit for the product and Dell will not ship the product back to you www.Dell.com/WarrantySince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative requested details regarding Dell order number(s) in question and made multiple attempts to reach the customer to obtain the required information; however, has not been able to further discuss this matterShould 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
Complaint: ***
I am rejecting this response because: The money was refunded into the Dell Financial account BUT the money I have been paying towards the account HAS NOT been refunded back to meIt was refunded back to my Dell financial accountThis issue is not yet completedI'm still owed money for all of my payments!
Regards,
*** ***
Since the date of the follow up submission, a Dell representative contacted Mr*** and set up a service dispatch to send parts and a technician to replace components in his computer. Our representative will remain engaged until his concerns have been fully addressed
Complaint: ***
I am rejecting this response because:The "refund" Dell refers to was only 1/of the proper amount They still refused to honor the promo discount, citing that 'order had already shipped' I am still out about I do not consider this matter satisfactorily resolvedI recommend that people try to avoid Dell Computers, but if they have no choice but to deal with them, be very wary, as if you make an error, their customer service is not going to be on your side--IF you can get in touch with them.
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 submissionOur records indicate the customer
was contacted by Dell representative, *** *** who has authorized a new system exchange to address and resolve the customer’s system technical problems. We certainly apologize for any difficulties or inconveniences the customer may have been through. However, we are pleased *** resolved the matter for the 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell has investigated the account and has found that this is an unauthorized resellerDue to this no further promotional gift cards will be issued and the account has been flagged as suchDells terms and conditions of the gift cards #Dell, at its sole discretion, reserves the right to reject (decline) requests for promotional incentives, including promotional gift cards and Dell Advantage rewards, to accounts suspected of reseller or promotional abuse activitySincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell has a
thirty (30) day Return Period and, as the order invoiced during 2015, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer and, for customer satisfaction reasons, processed a system exchange The exchange was processed after the customer accepted the specifications for the replacement computer which has been shipped to the customer The customer requested a warranty extension as a concession which was denied however, he should be able to extend the warranty for a fee if he decides he would like support for longer than the original one year warranty which will expire in December The customer may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:no it is not trueThe Dell representative had a phone appointment set up with meI waited for 1/hours but never calledWhen I contacted him he tried to set up a NEW? Time...I have a life and work hour days...I told him I was going on vacation for weeksI still don't know what kind of CDs and DVDs I can play with this desk topMy computer is useless can't use e-mail after DELL attempted fixStay away from these people...will buy apple and life will be back to normalAfter hours of phone wasted time with Techs...computer is uselessI thought they were trying to help me*** ***
Regards,
*** ***
Complaint: ***
I am rejecting this response because: My computer is a refurbished modelDell is illegally selling used computers as new
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative authorized an onsite to replace partsAt this time the representative is attempting to follow up to confirm resolutionThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because: the representative was a bully, extremely rude and told me what was going to happenNot once did he try to resolve the problemlHe did not attempt to resolve the issue at allWhen I purchased the computer no one mentioned anything about the battery warrantyThis is the first time I am hearing about the one year warranty.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: It is ridiculous and unacceptable and I believe illegal?! I have discussed with dell spending well over hours on the phone collectively and useless additional hours on tweet help, emails etcI was told during all conversations this was a "known" issue and there was no permanent fix, that it could indeed happen again and againIs this something acceptable for a "new" computer? I also believe I had days to return my computer? I was told I could not return although this occurred in less then days of receiving itI was also told they could not after attempting load any of the programs or trials that came with my "new" computerThe computer was used less then a dozen times which I believe they could clearly see while they were remotely in my system during the first hour phone callAs they again verified in their latest response this was "known" issue to them however not disclosed to the customerIn addition if windows is not compatible with their hardware system, isn't that a hardware problemIt is not my job to be sure the hardware is compatible with a windows system they installed in my NEW computerThis seems also illegal to not disclose when they new of the riskI can not risk having issues with a computer I saved for for months to purchaseI cannot afford to risk this happening again as they said it likely wouldI simply want my money back at this point and do not wish to deal with a company that is not only not customer friendly but is dishonest.
Regards,
*** ***
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has informed the customer that physical damage is not covered by his warranty but did offer out of warranty repair service at a discounted 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 Group
Incident ID# ***
Dell Inc