Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative *** apologized
for the problems and authorized a depot repairThe representative has provided shipping informationPlease have the customer contact the representative by email ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
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, *** has addressed each
concern the customer had shared with Dell and the Revdex.com. Mr*** declares the Dell Inspiron 15-computer purchased from a third party, may have been a “used” computer when to his knowledge it should have been new. *** had explained to Mr*** since he had not purchased the computer directly from Dell, only his seller would know the answer to this question. In the meantime, since an onsite service call had failed to repair the system, *** arranged for the computer to be sent to the Dell Depot Facility for a thorough examination and repair. The system was repaired and shipped back to Mr*** on 11/06/2017. *** had asked the customer to test the system and when he did a follcall, Mr*** had informed *** the system had frozen during use. *** offered further assistance; but Mr*** revealed this is not a good time as he is extremely busy with relocating, so he declined ***’s offer. Mr*** has ***’s contact information should he need further assistance, we invite him to reach out to ***. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com, Our records indicate that Dell representative *** has authorized the tablet for depot serviceOnce the tablet is returned the representative will follow up to confirm no further problemsThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Thank you for the correspondence submitted by MrMichael D***Our representative has been in contact with the customer and has contacted Dell Financial Services (DFS), on their behalf, to assist with information regarding the restocking feeThe order originated from
DFS and, per the terms and conditions of the sale, the request for a refund of the restocking fees was deniedAdditional information can be viewed online at ***Should the customer have additional questions they can reach out to DFS directly by phone, at ***At this time, Dell considers this case closedAdvanced Resolution Group Incident ID: *** Dell, Inc
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,
*** ***
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 processed a $credit for his inconvenience. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him that order# *** and *** were canceled due to product
availability issuesFurthermore, order# *** did not qualify for the gift cardOur representative also informed him of the terms and conditions of sale
***
Please note that our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handHis request for a gift card was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with a recent Dell computer order and wants to return it for a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided
Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative processed an unlike exchange with the option for the Windows operating system the customer requires 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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell service and support and wants a no-cost repairWe 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 assistanceOur representative explained the terms and conditions of the limited hardware warrantyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, the unit was serviced at the Depot and has been delivered to the customer as of May 11, 2017, under FedEx tracking number ***Our representative also followto confirm resolutionShould 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: 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 customerThe representative *** followed up with the customer and explained that a refurbished exchange is an option or continuing to work on the current systemThe representative respectfully denied a return for creditAt this time the representative is waiting for the customer to respond with a decisionWe remain available to assist the customerThe representative can be reached by email at ***@Dell.com
Sincerely,
Advanced Resolution Group
***
Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate the computer was purchased from a third party so a return to Dell for a refund would not be an option Since the date of the original submission, a Dell representative contacted the customer to discuss his concerns and assist in resolving the technical issues The customer declined this assistance We remain ready to assist the customer within the terms of Dell’s Limited Hardware Warranty and our other policies 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,Advanced Resolution GroupIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently made multiple attempts to reach Ms***; however, has not been able to discuss the contents of her correspondenceWe regret any
dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by email at ***@Dell.com, in case Ms*** has any further concerns regarding this caseSincerely,Executive Support TeamIncident 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 me
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: 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,
*** ***
Today’s Date: 03/11/2016 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 correspondenceAt this time
the customer has received their creditDell 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 in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I have accepted the reconditioned computer but with reservations This is a repaired machine I have experience with Dell repairs and do not totally trust the repairs The warranty is for months not a year I was told if this computer is not satisfactory I can not return it I don't think this fulfills the spirit of the warranty This will be the last Dell product we purchase
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, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative *** apologized
for the problems and authorized a depot repairThe representative has provided shipping informationPlease have the customer contact the representative by email ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
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, *** has addressed each
concern the customer had shared with Dell and the Revdex.com. Mr*** declares the Dell Inspiron 15-computer purchased from a third party, may have been a “used” computer when to his knowledge it should have been new. *** had explained to Mr*** since he had not purchased the computer directly from Dell, only his seller would know the answer to this question. In the meantime, since an onsite service call had failed to repair the system, *** arranged for the computer to be sent to the Dell Depot Facility for a thorough examination and repair. The system was repaired and shipped back to Mr*** on 11/06/2017. *** had asked the customer to test the system and when he did a follcall, Mr*** had informed *** the system had frozen during use. *** offered further assistance; but Mr*** revealed this is not a good time as he is extremely busy with relocating, so he declined ***’s offer. Mr*** has ***’s contact information should he need further assistance, we invite him to reach out to ***. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com, Our records indicate that Dell representative *** has authorized the tablet for depot serviceOnce the tablet is returned the representative will follow up to confirm no further problemsThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Thank you for the correspondence submitted by MrMichael D***Our representative has been in contact with the customer and has contacted Dell Financial Services (DFS), on their behalf, to assist with information regarding the restocking feeThe order originated from
DFS and, per the terms and conditions of the sale, the request for a refund of the restocking fees was deniedAdditional information can be viewed online at ***Should the customer have additional questions they can reach out to DFS directly by phone, at ***At this time, Dell considers this case closedAdvanced Resolution Group Incident ID: *** Dell, Inc
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,
*** ***
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 processed a $credit for his inconvenience. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him that order# *** and *** were canceled due to product
availability issuesFurthermore, order# *** did not qualify for the gift cardOur representative also informed him of the terms and conditions of sale
***
Please note that our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handHis request for a gift card was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with a recent Dell computer order and wants to return it for a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided
Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative processed an unlike exchange with the option for the Windows operating system the customer requires 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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell service and support and wants a no-cost repairWe 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 assistanceOur representative explained the terms and conditions of the limited hardware warrantyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, the unit was serviced at the Depot and has been delivered to the customer as of May 11, 2017, under FedEx tracking number ***Our representative also followto confirm resolutionShould 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: 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 customerThe representative *** followed up with the customer and explained that a refurbished exchange is an option or continuing to work on the current systemThe representative respectfully denied a return for creditAt this time the representative is waiting for the customer to respond with a decisionWe remain available to assist the customerThe representative can be reached by email at ***@Dell.com
Sincerely,
Advanced Resolution Group
***
Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate the computer was purchased from a third party so a return to Dell for a refund would not be an option Since the date of the original submission, a Dell representative contacted the customer to discuss his concerns and assist in resolving the technical issues The customer declined this assistance We remain ready to assist the customer within the terms of Dell’s Limited Hardware Warranty and our other policies 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,Advanced Resolution GroupIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently made multiple attempts to reach Ms***; however, has not been able to discuss the contents of her correspondenceWe regret any
dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by email at ***@Dell.com, in case Ms*** has any further concerns regarding this caseSincerely,Executive Support TeamIncident 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 me
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: 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,
*** ***
Today’s Date: 03/11/2016 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 correspondenceAt this time
the customer has received their creditDell 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 in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I have accepted the reconditioned computer but with reservations This is a repaired machine I have experience with Dell repairs and do not totally trust the repairs The warranty is for months not a year I was told if this computer is not satisfactory I can not return it I don't think this fulfills the spirit of the warranty This will be the last Dell product we purchase
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