Complaint: ***
I am rejecting this response because:After reviewing my a/c, I can admit that both charges were eventually dropped from my a/cHowever, you don't just ask someone to cancel an order and repurchase because of delivery issuesAfter repurchasing you continue to keep delaying the product and changing the delivery datesThis happened on numerous occasions and rather than being upfront with me, you choose to lie on the delivery datesI am bitterly disappointed.Regards,
*** ***
Dear Revdex.com, This matter was previously addressed, the customer purchased the order in July 2015, Dell Order *** (System $723.99) and *** (TV $225.00) for a total of $948.99, the pricing/promotion was verified and explained to the customer when they contacted Dell previouslyAt this time Dell considers this issue Sincerely, Advanced Resolution Group Incident ID#*** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and wants a copy of the operating system software We regret any dissatisfaction he may have experienced and appreciate the feedback Dell
records indicate the customer was provided the media for reloading the operating system software Since the date of the submission, a Dell representative contacted the customer to discuss his concerns The customer indicated he received the software and the issue is resolved 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
Today’s Date: 05/17/2016 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 correspondence
At this time the customers credit has been processedThe agent advised the customer it may take 7-business days to postDell 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 . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and am happy to finally have a working system again after almost two months of waiting, including dozens of interactions with your support staffI am sure I received incorrect direction to reload the operating system which led to your inability to correct the situation without replacing itI still have hours of work ahead of me loading software before I can get the system back to the same state it was prior to my initial issueI do not consider this an acceptable time frame for resolving a system under warranty so I am still trying to determine if the state of *** agrees with me
Regards,
*** ***
Dell representative, *** will continue to be the customers’ point of contactThe representative authorized a depot service and provided shipping materialAt this time we are waiting for the customer to send the system to the depot for diagnostic reviewWe remain available to assist and ask that the customer contact the representative ***@Dell.com
Complaint: ***
I am rejecting this response because: I feel it is unfair that I am being penalized for the business's mistake and bad customer serviceDell completely bungled the delivery of the laptop and are now expecting me to buy the same configuration for more than what I had originally paidThey offered me a 5% discount which may amount to $for a $laptop, approximately the new cost of the same laptop as per their quote emailed to meThis is still much more than what I had paid originally ($396)Dell had originally offered to deliver the laptop and compensate me for the troublesThat promise was never honored and now they expect me to pay more for their mistakeThis is just dishonest and unfair business practiceAnd the issue of terrible customer service will never get resolved, because that is something I have experienced and cannot be covered by a 5% discount on a higher priced laptop.As mentioned in my original complaint, a fair resolution according to me is what Dell had proposed in the first placeDeliver the laptop at the price that I paid and compensate me for the troubles that I have had to go through
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The laptop is a lemon Since I bought it I have had it repaired times for the same problems The processor fan was replaced twice Two weeks after it was repaired the processor fan went out againThe mother board was was also replaced twiceWhen I got my laptop back from Dell's repair center the USB's did not work and another repair was required which the tech came to my house twice to resolved the repair of the USB'sI feel that I bought a new laptop and not a refurbished laptop it should be replaced with the same and refurbished laptops are cheaper in priceI am asking for apples to apples replacement nothing that is off the wall I want what is right and fair
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 tried to explain to the customer that no items can be shipped with a $amount on a Dell invoice. The price of the computer she ordered was adjusted for the $value of the TV. 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 providing a copy of the customer’s submissionMr*** expressed dissatisfaction with communication and processing expectations for a promotion for his Dell orderWe regret any dissatisfaction he may have experienced and appreciate the feedback provided
Our records indicate Mr*** has already been provided a $concession for customer satisfaction reasonsSince the date of the submission, a Dell representative contacted Mr*** to discuss his concerns. Mr*** sent a screen shot of the promotional request for a $eGift card which was offered by a third party website. Our representative denied his request for the $eGift card as it was a promotion offered from a third party and not directly from DellMr*** requested additional compensation which was deniedOur representative provided contact information should he have any additional questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dell representative, ***, is
continuing to work with the customer to achieve an amicable resolution for their concernsOur records indicate that order number *** was delivered to customer on February 15, under Purolator Tracking number ***Furthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, a partial account credit is being processedShould the customer have any additional concerns regarding this case, they can reach out to our representative by e-mail at ***
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 sent the customer an upgraded new system exchange which has been delivered. Dell apologizes for the inconvenience this issue has caused 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 Group
Incident ID# ***
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 his computer repaired We regret any dissatisfaction he may have experienced and appreciate the feedbackThe customer
indicated he was on Dell’s support web site for unspecified reasons and elected to update the BIOS software on his computer and wants Dell to repair the computer at no charge Dell records indicate the customer purchased the computer in with a one year warranty which expired more than five years ago Upon recent contact with Dell, it was determined that a major component such as the motherboard or processor must be replaced to restore functionality to the computerSince the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative reiterated what the customer has been told previously that Dell will not provide free out of warranty support for the customer’s computer We remain available to assist via Dell’s fee-based Out of Warranty Repairs department should the customer want to purchase this service and ask that he contact our representative at ***@Dell.com should there be any further questions 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*** ***Please note that our representative made multiple attempts to reach Mr***; however, has not been able to discuss the contents of his correspondenceOur records show that
the replacement ac-adapter and power cord were delivered to Mr*** on August 9, under Fedex Tracking# ***We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him 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 Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***. Our representative, ***, contacted Mr*** and verified receipt of the gift
cardWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email 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 customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceThe representative *** contacted the customer assisted in getting the order received in and credit postedThe representative provided the credit memo *** and explained the credit will reflect on the next billing statementThe representative has noted the customer feedback on this experience and Dell does apologize for the problemsPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Dell representative *** attempted to contact this customer on separate occasions without successDue to this lack of response from the customer our representative closed this caseOur representative may be reached at ***@dell.com
Complaint: ***
I am rejecting this response because: still feel like I've been cheated by your companyYour customer service is absolutely terribleThe only person in your whole company who actually did something for me that helped was the finance person who reversed the interest charges that you guys shouldn't have been charging in the first placeI should be filing a second Revdex.com complaint against your business practicesWhen someone purchases and item on a promotion and they send money to pay that off you should apply the money to that item not to the new item that they purchased so therefore you can then let their promotionalExpire and charge them interest on the original purchaseI'm glad she reversed the charges but it took me talking to people before that even got taken care ofmonths for delivery of a TV is completely unacceptable I will never do business with you guys again and I will be recommending to everyone that I know and on social media not to do business with you eitherRegards,
*** ***
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,
*** ***
Complaint: ***
I am rejecting this response because:After reviewing my a/c, I can admit that both charges were eventually dropped from my a/cHowever, you don't just ask someone to cancel an order and repurchase because of delivery issuesAfter repurchasing you continue to keep delaying the product and changing the delivery datesThis happened on numerous occasions and rather than being upfront with me, you choose to lie on the delivery datesI am bitterly disappointed.Regards,
*** ***
Dear Revdex.com, This matter was previously addressed, the customer purchased the order in July 2015, Dell Order *** (System $723.99) and *** (TV $225.00) for a total of $948.99, the pricing/promotion was verified and explained to the customer when they contacted Dell previouslyAt this time Dell considers this issue Sincerely, Advanced Resolution Group Incident ID#*** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and wants a copy of the operating system software We regret any dissatisfaction he may have experienced and appreciate the feedback Dell
records indicate the customer was provided the media for reloading the operating system software Since the date of the submission, a Dell representative contacted the customer to discuss his concerns The customer indicated he received the software and the issue is resolved 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
Today’s Date: 05/17/2016 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 correspondence
At this time the customers credit has been processedThe agent advised the customer it may take 7-business days to postDell 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 . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and am happy to finally have a working system again after almost two months of waiting, including dozens of interactions with your support staffI am sure I received incorrect direction to reload the operating system which led to your inability to correct the situation without replacing itI still have hours of work ahead of me loading software before I can get the system back to the same state it was prior to my initial issueI do not consider this an acceptable time frame for resolving a system under warranty so I am still trying to determine if the state of *** agrees with me
Regards,
*** ***
Dell representative, *** will continue to be the customers’ point of contactThe representative authorized a depot service and provided shipping materialAt this time we are waiting for the customer to send the system to the depot for diagnostic reviewWe remain available to assist and ask that the customer contact the representative ***@Dell.com
Complaint: ***
I am rejecting this response because: I feel it is unfair that I am being penalized for the business's mistake and bad customer serviceDell completely bungled the delivery of the laptop and are now expecting me to buy the same configuration for more than what I had originally paidThey offered me a 5% discount which may amount to $for a $laptop, approximately the new cost of the same laptop as per their quote emailed to meThis is still much more than what I had paid originally ($396)Dell had originally offered to deliver the laptop and compensate me for the troublesThat promise was never honored and now they expect me to pay more for their mistakeThis is just dishonest and unfair business practiceAnd the issue of terrible customer service will never get resolved, because that is something I have experienced and cannot be covered by a 5% discount on a higher priced laptop.As mentioned in my original complaint, a fair resolution according to me is what Dell had proposed in the first placeDeliver the laptop at the price that I paid and compensate me for the troubles that I have had to go through
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The laptop is a lemon Since I bought it I have had it repaired times for the same problems The processor fan was replaced twice Two weeks after it was repaired the processor fan went out againThe mother board was was also replaced twiceWhen I got my laptop back from Dell's repair center the USB's did not work and another repair was required which the tech came to my house twice to resolved the repair of the USB'sI feel that I bought a new laptop and not a refurbished laptop it should be replaced with the same and refurbished laptops are cheaper in priceI am asking for apples to apples replacement nothing that is off the wall I want what is right and fair
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The issue has NOT been resolved
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 tried to explain to the customer that no items can be shipped with a $amount on a Dell invoice. The price of the computer she ordered was adjusted for the $value of the TV. 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 providing a copy of the customer’s submissionMr*** expressed dissatisfaction with communication and processing expectations for a promotion for his Dell orderWe regret any dissatisfaction he may have experienced and appreciate the feedback provided
Our records indicate Mr*** has already been provided a $concession for customer satisfaction reasonsSince the date of the submission, a Dell representative contacted Mr*** to discuss his concerns. Mr*** sent a screen shot of the promotional request for a $eGift card which was offered by a third party website. Our representative denied his request for the $eGift card as it was a promotion offered from a third party and not directly from DellMr*** requested additional compensation which was deniedOur representative provided contact information should he have any additional questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dell representative, ***, is
continuing to work with the customer to achieve an amicable resolution for their concernsOur records indicate that order number *** was delivered to customer on February 15, under Purolator Tracking number ***Furthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, a partial account credit is being processedShould the customer have any additional concerns regarding this case, they can reach out to our representative by e-mail at ***
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 sent the customer an upgraded new system exchange which has been delivered. Dell apologizes for the inconvenience this issue has caused 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 Group
Incident ID# ***
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 his computer repaired We regret any dissatisfaction he may have experienced and appreciate the feedbackThe customer
indicated he was on Dell’s support web site for unspecified reasons and elected to update the BIOS software on his computer and wants Dell to repair the computer at no charge Dell records indicate the customer purchased the computer in with a one year warranty which expired more than five years ago Upon recent contact with Dell, it was determined that a major component such as the motherboard or processor must be replaced to restore functionality to the computerSince the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative reiterated what the customer has been told previously that Dell will not provide free out of warranty support for the customer’s computer We remain available to assist via Dell’s fee-based Out of Warranty Repairs department should the customer want to purchase this service and ask that he contact our representative at ***@Dell.com should there be any further questions 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*** ***Please note that our representative made multiple attempts to reach Mr***; however, has not been able to discuss the contents of his correspondenceOur records show that
the replacement ac-adapter and power cord were delivered to Mr*** on August 9, under Fedex Tracking# ***We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him 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 Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***. Our representative, ***, contacted Mr*** and verified receipt of the gift
cardWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email 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 customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceThe representative *** contacted the customer assisted in getting the order received in and credit postedThe representative provided the credit memo *** and explained the credit will reflect on the next billing statementThe representative has noted the customer feedback on this experience and Dell does apologize for the problemsPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Dell representative *** attempted to contact this customer on separate occasions without successDue to this lack of response from the customer our representative closed this caseOur representative may be reached at ***@dell.com
Complaint: ***
I am rejecting this response because: still feel like I've been cheated by your companyYour customer service is absolutely terribleThe only person in your whole company who actually did something for me that helped was the finance person who reversed the interest charges that you guys shouldn't have been charging in the first placeI should be filing a second Revdex.com complaint against your business practicesWhen someone purchases and item on a promotion and they send money to pay that off you should apply the money to that item not to the new item that they purchased so therefore you can then let their promotionalExpire and charge them interest on the original purchaseI'm glad she reversed the charges but it took me talking to people before that even got taken care ofmonths for delivery of a TV is completely unacceptable I will never do business with you guys again and I will be recommending to everyone that I know and on social media not to do business with you eitherRegards,
*** ***
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,
*** ***