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 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 apologized for the problemsThe representative explained that what he is reading online is an open forum and anyone can commentOur product tean had not identified any known issuesThe representative offered as an exception to bring the system into the depot at no cost for part replacement which the customer declinedThe representative confirmed the credit has postedThe representative can be reached directly by email at ***@Dell.com if the customer has any further concerns
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Complaint: ***
I am rejecting this response because: Representative *** has been very difficult to deal withI explained numerous times the difficulty I have in implementing his suggestion of sending my laptop for factory inspection because this is my only computer, and each time I attempt to resolve the issue, he sends an email that he is closing the case, and then begins a runaround until I hear back from him, as to whether I may still send the laptopBecause of this runaround, several opportunities for resolution have been lostI currently have an opportunity to borrow a laptop, but just yesterday again the representative informed me that because I have not shipped the unit within days (over the holiday weekend) he is again stopping the resolutionI emailed a response that I now have an opportunity to borrow a laptop, but I have not received a reply, as to whether I may still send the laptop
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Customer expressed dissatisfaction with Dell service and support and wants a replacement unitWe 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 assistanceCustomer’s request for a replacement unit was respectfully deniedAs per the terms of the Limited Hardware Warranty, the unit was serviced at the Depot and delivered to the customer on May 8, 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
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 his chargeback was accepted on March 25th, the customer will need to confirm with their bank but the funds were released from Dell's side, reference number ***. Should the customer have any additional concerns 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. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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
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.
Mr.*** *** did contact me and he was helpful
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I explained to the representative I had made many attempts to call and was on hold for over hours without a respresentative answering the phoneI also offered phone records to show evidenceThe representative responded with " how would we know if you were contacting Dell for the damaged product?" I also referenced the emails I had written support and support did not respond to any of my emailsThe representative would not answer why there was no responseAccording to Dell because of poor customer service and no response from the companyI am now an owner of a damaged product.
Regards,
*** ***
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 partial account credit for order number *** to the original form of payment, which should reflect on his next billing statementOur representative also followwith Mr*** to confirm resolutionWe 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 Team
Incident ID: ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***. We regret any miscommunication which may have occurred, however; per the terms and conditions of the sale, a return for credit is not an available option and credit
is not available to Mr***Our representative, ***, has been in contact with Mr***, via email, and, in accordance with the Dell Limited Warranty, has offered him a replacement system, which Mr*** declined. Should the customer change their mind and wish to receive a replacement system, please contact *** via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because:"Your last communication to the Revdex.com was May 17; my response May 21 wherein I accepted your offer to replace my computer with one of identical specs as I originally purchased. You clearly stated that I had days to accept offer of replacement--I responded in I have heard nothing since. Fyi, the additional informational link provided in your May Revdex.com communication was not a working link--strange.What is the delay? Please advise when appropriate replacement is on its way to me and that it has been verified to be working "as new."Thank you."
Regards,
*** ***
Dell representative, *** will continue to be the customers’ point of contactThe representative is working with *** *** to determine a resolution and will follow up with the customer
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 *** is attempting to reach the customer by phone and emailPlease understand the representative will make attempts before closing the caseOur records indicate when the representative contacts the customer someone picks up the phone but does not respond to the representativeDell records also indicate the customer purchased two TV’s under separate crs during 2015, reported that both were broken and had them replaced via exchange almost six months agoSubsequent calls were logged regarding a promotional gift card associated to a TV order however any requests for a refund would need to have been at the time of the exchanges as Dell will not be offering refunds after days from invoice, per Dell policyThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group *** 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,
*** ***
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 the opportunity to address the correspondence submitted by *** ***Our marketing vehicles include messaging that
promotional offerings are subject to change and are limitedOur representative has been in contact with the customer and, as the promotion has expired, respectfully denied the request to have the order processed with the promotion appliedAs a onetime goodwill gesture, our representative offered a discount, however; the customer has not responded to subsequent contact attemptsSincerely, 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 communication and processing expectations for a recent Dell order. We regret any miscommunication which may have occurred and appreciate the
feedbackDell makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell. Sometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errors. Since the date of the submission, a Dell representative contacted the customer to advise that the order could not be placed at the price he requested due to a pricing error and, per Dell policy we would be unable to process an order at the incorrect price. We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Monday, July 11, 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 experienceDell representative, ***, contacted the customer and apologized for the problemsThe representative authorized an exchange systemThe representative confirmed receipt and provided a prepaid return shipping label for the old systemThe customer may contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionCustomer expressed dissatisfaction with communication and processing expectations for a recent Dell orderWe regret any miscommunication which may have occurred and appreciate the feedbackDell makes every
effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and DellSometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errorsSince the date of the submission, a Dell representative contacted the customer to advise that the order could not be placed at the price he requested due to a pricing error and, per Dell policy we would be unable to process an order at the incorrect priceWe ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matterSincerely, Executive Support Team Incident 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,
*** ***
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 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 apologized for the problemsThe representative explained that what he is reading online is an open forum and anyone can commentOur product tean had not identified any known issuesThe representative offered as an exception to bring the system into the depot at no cost for part replacement which the customer declinedThe representative confirmed the credit has postedThe representative can be reached directly by email at ***@Dell.com if the customer has any further concerns
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Complaint: ***
I am rejecting this response because: Representative *** has been very difficult to deal withI explained numerous times the difficulty I have in implementing his suggestion of sending my laptop for factory inspection because this is my only computer, and each time I attempt to resolve the issue, he sends an email that he is closing the case, and then begins a runaround until I hear back from him, as to whether I may still send the laptopBecause of this runaround, several opportunities for resolution have been lostI currently have an opportunity to borrow a laptop, but just yesterday again the representative informed me that because I have not shipped the unit within days (over the holiday weekend) he is again stopping the resolutionI emailed a response that I now have an opportunity to borrow a laptop, but I have not received a reply, as to whether I may still send the laptop
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Customer expressed dissatisfaction with Dell service and support and wants a replacement unitWe 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 assistanceCustomer’s request for a replacement unit was respectfully deniedAs per the terms of the Limited Hardware Warranty, the unit was serviced at the Depot and delivered to the customer on May 8, 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
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 his chargeback was accepted on March 25th, the customer will need to confirm with their bank but the funds were released from Dell's side, reference number ***. Should the customer have any additional concerns 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. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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
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.
Mr.*** *** did contact me and he was helpful
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I explained to the representative I had made many attempts to call and was on hold for over hours without a respresentative answering the phoneI also offered phone records to show evidenceThe representative responded with " how would we know if you were contacting Dell for the damaged product?" I also referenced the emails I had written support and support did not respond to any of my emailsThe representative would not answer why there was no responseAccording to Dell because of poor customer service and no response from the companyI am now an owner of a damaged product.
Regards,
*** ***
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 partial account credit for order number *** to the original form of payment, which should reflect on his next billing statementOur representative also followwith Mr*** to confirm resolutionWe 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 Team
Incident ID: ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***. We regret any miscommunication which may have occurred, however; per the terms and conditions of the sale, a return for credit is not an available option and credit
is not available to Mr***Our representative, ***, has been in contact with Mr***, via email, and, in accordance with the Dell Limited Warranty, has offered him a replacement system, which Mr*** declined. Should the customer change their mind and wish to receive a replacement system, please contact *** via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because:"Your last communication to the Revdex.com was May 17; my response May 21 wherein I accepted your offer to replace my computer with one of identical specs as I originally purchased. You clearly stated that I had days to accept offer of replacement--I responded in I have heard nothing since. Fyi, the additional informational link provided in your May Revdex.com communication was not a working link--strange.What is the delay? Please advise when appropriate replacement is on its way to me and that it has been verified to be working "as new."Thank you."
Regards,
*** ***
Dell representative, *** will continue to be the customers’ point of contactThe representative is working with *** *** to determine a resolution and will follow up with the customer
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 *** is attempting to reach the customer by phone and emailPlease understand the representative will make attempts before closing the caseOur records indicate when the representative contacts the customer someone picks up the phone but does not respond to the representativeDell records also indicate the customer purchased two TV’s under separate c
rs during 2015, reported that both were broken and had them replaced via exchange almost six months agoSubsequent calls were logged regarding a promotional gift card associated to a TV order however any requests for a refund would need to have been at the time of the exchanges as Dell will not be offering refunds after days from invoice, per Dell policyThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group *** 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,
*** ***
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 the opportunity to address the correspondence submitted by *** ***Our marketing vehicles include messaging that
promotional offerings are subject to change and are limitedOur representative has been in contact with the customer and, as the promotion has expired, respectfully denied the request to have the order processed with the promotion appliedAs a onetime goodwill gesture, our representative offered a discount, however; the customer has not responded to subsequent contact attemptsSincerely, 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 communication and processing expectations for a recent Dell order. We regret any miscommunication which may have occurred and appreciate the
feedbackDell makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell. Sometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errors. Since the date of the submission, a Dell representative contacted the customer to advise that the order could not be placed at the price he requested due to a pricing error and, per Dell policy we would be unable to process an order at the incorrect price. We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Monday, July 11, 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 experienceDell representative, ***, contacted the customer and apologized for the problemsThe representative authorized an exchange systemThe representative confirmed receipt and provided a prepaid return shipping label for the old systemThe customer may contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionCustomer expressed dissatisfaction with communication and processing expectations for a recent Dell orderWe regret any miscommunication which may have occurred and appreciate the feedbackDell makes every
effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and DellSometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errorsSince the date of the submission, a Dell representative contacted the customer to advise that the order could not be placed at the price he requested due to a pricing error and, per Dell policy we would be unable to process an order at the incorrect priceWe ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matterSincerely, Executive Support Team Incident 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,
*** ***