Today’s Date: 06/30/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceThe
customer states concerns with their Dell unit. At this time the agent has processed the customers credit and informed the customer as suchDell 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 should there be any questions or concerns that remain. 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 not satisfactory to me because you all never actually read or dealt with my original complaint Obviously, Dell has made a poor decision to outsource customer service I will not be pursuing this complaint further because I found a way to use my promotional card, but that will be the LAST purchase from DELL I EVER MAKE You have permanently lost a Dell customer
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 submissionDell does not keep credit card information the customer is referring to the Digital Box Microsoft We have included the link that explains the subscription and how the customer can confirm it will not be renewed*** Sincerely, Advanced Resolution Group *** 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
After a great deal of back and forth, a workaround was reached that allowed me to download and access the program I purchasedWhile I would have preferred this resolution come sooner and with far less time wasted, I am satisfied with the product itself
Thank you,
*** ***
Complaint: ***
I am rejecting this response because: It's just a reiteration of their terrible policy regarding an entire series of devices shipped with software flaws that Dell has not fixed.
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted him and advised him of the status of the systemMr*** requested more information about arranging an out of warranty repair and
*** educated him on the process*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because: This laptop has not worked since I first bought itThey serviced it times returning it to me each time not working. I finally received it back after the last servicing and have had it for just a week. It seems to be working now however I lost over months of use and a great deal of inconvenienceI am asking that they offer at no charge another year warranty as my warranty is expired and I have no belief that I wont have problems with this laptop going forwardPlease advise.
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# ***Our records show that a credit of $has been posted to the original form of paymentOur 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 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, 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 submissionOur representative confirmed which system the customer was requesting repair onThe representative explained that the broken hinge is not covered under the hardwareThe customer did not purchase the accidental damage insurance Dell respectfully denies the request and move to close this complaintPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because:Dell's resolution is still not acceptableI wanted a free repair, they changed their offer from a 3% discount to a 10% discount, which is still very minimal and insulting to meThis issue first started occurring right before the time they say the warranty expired, yet they will not helpThey just want any way out of being forced to help the customerA laptop should NOT burn a person and stop working within a year of owning itWhat does this say about Dell's products and their customer service? Both are very low qualityTheir outsourced call center is very unhelpful and rudeTheir products are made to break right around a year so Dell can make an excuse not to help the customer.This company should have an unresolved complaint and a negative mark against them, because they have definitely not resolved this complaint, and now I am out a $computerYet Dell doesn't care about the customer, just lining their executives' pockets with goldI definitely reject Dell's response and the way they have handled this issueDell will lose sales by doing business this way
Regards,
*** ***
Our representative is continuing to work with Mr*** to achieve an amicable resolution for his concernsOur representative may be contacted directly by e-mail at ***@Dell.com
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 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 Our records indicate Dell
representative; *** *** has researched the matter for our customer. When the customer first contacted Dell Sales on 05/09/2016, the order configuration Mr*** had wished to purchase was indeed available. However, when the customer reached out to Dell on 05/31/to consummate an order, the desired system configuration was no longer available for sale. *** has respectfully denied the customer’s request for a concession in the amount of $because the order the customer has purchased is a different configuration and price. We certainly do apologize for any disappointment this matter may have caused our customer. Our website has a disclaimer advising customers and prospective customers that offers are subject to change with no notice. Please have the customer contact our Care 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
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 had a refund check mailed to the customer that they have received. 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 Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative explained the terms of sale, limited hardware warranty, and return
policy***Our records show that the unit has been serviced at the depot and delivered to Ms*** on March 15th, under FedEx tracking# ***Our representative also followto confirm resolutionHer request for refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** 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. Ms*** expressed dissatisfaction with Dell service and support and wants her computer repaired. We regret any dissatisfaction she may have experienced and appreciate the feedback provided.
Our records indicate no calls were logged under Ms***’ Dell account until January of this year at which time she reported the DC port was loose. As this was physical damage not covered under Dell’s Limited Hardware Warranty, her request for support was initially denied. Subsequently, as a one-time gesture for customer satisfaction reasons, a Dell representative made an exception and repaired the computer at no charge. No further calls were logged under her account until this month when she reported the issue reoccurred. Since the date of the submission, a Dell representative contacted Ms*** to discuss her concerns. Our representative denied her request for warranty support as her one year warranty has expired. We remain available to assist via Dell’s fee-based out of warranty repair representatives should she want to purchase this service. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 Dell service and support and wants a refund for items she stated she did not order 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 discuss her concerns Our representative explained that the items the customer stated she did not order were included in the bundled price of the computer however, for customer satisfaction reasons, our representative processed a refund for $ The customer should see this reflected on her next monthly billing statement We ask that the customer 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*** ***. 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
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
Today’s Date: 06/30/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceThe
customer states concerns with their Dell unit. At this time the agent has processed the customers credit and informed the customer as suchDell 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 should there be any questions or concerns that remain. 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 not satisfactory to me because you all never actually read or dealt with my original complaint Obviously, Dell has made a poor decision to outsource customer service I will not be pursuing this complaint further because I found a way to use my promotional card, but that will be the LAST purchase from DELL I EVER MAKE You have permanently lost a Dell customer
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 submissionDell does not keep credit card information the customer is referring to the Digital Box Microsoft We have included the link that explains the subscription and how the customer can confirm it will not be renewed*** Sincerely, Advanced Resolution Group *** 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
After a great deal of back and forth, a workaround was reached that allowed me to download and access the program I purchasedWhile I would have preferred this resolution come sooner and with far less time wasted, I am satisfied with the product itself
Thank you,
*** ***
Complaint: ***
I am rejecting this response because: It's just a reiteration of their terrible policy regarding an entire series of devices shipped with software flaws that Dell has not fixed.
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted him and advised him of the status of the systemMr*** requested more information about arranging an out of warranty repair and
*** educated him on the process*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because: This laptop has not worked since I first bought itThey serviced it times returning it to me each time not working. I finally received it back after the last servicing and have had it for just a week. It seems to be working now however I lost over months of use and a great deal of inconvenienceI am asking that they offer at no charge another year warranty as my warranty is expired and I have no belief that I wont have problems with this laptop going forwardPlease advise.
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# ***Our records show that a credit of $has been posted to the original form of paymentOur 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 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, 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 submissionOur representative confirmed which system the customer was requesting repair onThe representative explained that the broken hinge is not covered under the hardwareThe customer did not purchase the accidental damage insurance Dell respectfully denies the request and move to close this complaintPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because:Dell's resolution is still not acceptableI wanted a free repair, they changed their offer from a 3% discount to a 10% discount, which is still very minimal and insulting to meThis issue first started occurring right before the time they say the warranty expired, yet they will not helpThey just want any way out of being forced to help the customerA laptop should NOT burn a person and stop working within a year of owning itWhat does this say about Dell's products and their customer service? Both are very low qualityTheir outsourced call center is very unhelpful and rudeTheir products are made to break right around a year so Dell can make an excuse not to help the customer.This company should have an unresolved complaint and a negative mark against them, because they have definitely not resolved this complaint, and now I am out a $computerYet Dell doesn't care about the customer, just lining their executives' pockets with goldI definitely reject Dell's response and the way they have handled this issueDell will lose sales by doing business this way
Regards,
*** ***
Our representative is continuing to work with Mr*** to achieve an amicable resolution for his concernsOur representative may be contacted directly by e-mail at ***@Dell.com
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 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 Our records indicate Dell
representative; *** *** has researched the matter for our customer. When the customer first contacted Dell Sales on 05/09/2016, the order configuration Mr*** had wished to purchase was indeed available. However, when the customer reached out to Dell on 05/31/to consummate an order, the desired system configuration was no longer available for sale. *** has respectfully denied the customer’s request for a concession in the amount of $because the order the customer has purchased is a different configuration and price. We certainly do apologize for any disappointment this matter may have caused our customer. Our website has a disclaimer advising customers and prospective customers that offers are subject to change with no notice. Please have the customer contact our Care 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
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 had a refund check mailed to the customer that they have received. 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 Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative explained the terms of sale, limited hardware warranty, and return
policy***Our records show that the unit has been serviced at the depot and delivered to Ms*** on March 15th, under FedEx tracking# ***Our representative also followto confirm resolutionHer request for refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** 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. Ms*** expressed dissatisfaction with Dell service and support and wants her computer repaired. We regret any dissatisfaction she may have experienced and appreciate the feedback provided.
Our records indicate no calls were logged under Ms***’ Dell account until January of this year at which time she reported the DC port was loose. As this was physical damage not covered under Dell’s Limited Hardware Warranty, her request for support was initially denied. Subsequently, as a one-time gesture for customer satisfaction reasons, a Dell representative made an exception and repaired the computer at no charge. No further calls were logged under her account until this month when she reported the issue reoccurred. Since the date of the submission, a Dell representative contacted Ms*** to discuss her concerns. Our representative denied her request for warranty support as her one year warranty has expired. We remain available to assist via Dell’s fee-based out of warranty repair representatives should she want to purchase this service. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 Dell service and support and wants a refund for items she stated she did not order 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 discuss her concerns Our representative explained that the items the customer stated she did not order were included in the bundled price of the computer however, for customer satisfaction reasons, our representative processed a refund for $ The customer should see this reflected on her next monthly billing statement We ask that the customer 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*** ***. 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
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