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 worked with our order verification team to resolve the matterPlease note that order#
was delivered to Mr*** on February 9th, under FedEx Tracking# Our representative also followwith Mr*** to confirm resolutionHis compensation request for FPO shipping charge 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 [email protected], in case Mr*** has any further concerns regarding this case
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
Regards,
*** ***
Our records indicate the system has been repaired and delivery has been attempted, however; the customer was not availableThe courier will make another attempt to deliver the system and our representative remains available to assist
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer, however; he has not responded to subsequent contact attemptsDell Technical Support remains available to provide
assistance per the terms and conditions of the Dell Limited WarrantySincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Dear Revdex.com,Thank you for the opportunity to address
the correspondence submitted by *** *** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative offered the customer a return for credit and our records indicate the system has been received and the credit will be applied to the original form of paymentWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at ***. Sincerely, Advanced Resolution GroupIncident ID: ***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 *** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative advised the customer the gift card used on the cancelled order has a balance on it and to verify he is using the correct card We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at ***. Sincerely, Advanced Resolution GroupIncident 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 replaced or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Since the date of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, processed a system exchange The customer has since received the replacement system and indicated he was satisfied with the resolution We 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 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
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 the system is out of warranty and was ordered with no media. He has advised the customer that they will need to purchase the media in order to reinstall their OS. 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative *** confirmed with the customer that the credit has been postedThe customer confirmed and purchased a different systemThe customer was looking for compensation Dell has a disclaimer on our website which informs potential customers, prices and promotions are subject to change without noticeIt is for these reasons our representative has respectfully denied the customer’s request for additional compensationSincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer
expressed dissatisfaction with Dell’s service and support and wants a new computer and warranty concessions We regret any dissatisfaction she may have experienced and appreciate the feedback provided Computers which exhibit issues subject to coverage under Dell’s Limited Hardware Warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms The warranty purchased with the original computer will be transferred to an exchange computer when the computer being replaced is returned to Dell and the original warranty terms remain in force Dell will not process a warranty extension as a concession due to her technical issue Since the date of the submission, a Dell representative contacted the customer and, as a one-time exception for customer satisfaction reasons, processed a new system exchange which has been shipped to the customer We ask that she contact our representative at *** should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:
I ordered the product while it was available online and advertised on your siteI was waiting for shipping for days at which point you emailed that I had to login and accept a delay per FTC rulesI did so and received another email confirmation of my orderThe following day you emailed that you had cancelled my orderDell is refusing to honor the advertised price that my order was placed for off their own websiteIt is illegal to not honor advertised pricing.
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
experienceDell representative, ***, contacted the customer after a new system exchange also experienced some problemsThe representative authorized a return for credit and confirmed credit has posted back to the original mode of paymentPlease 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
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
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
Complaint: ***
I am rejecting this response because:I'm responding regarding complaint #***. Please keep the status as "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied." Dell's message indicates this product is out of warranty, but I'm complaining about a out of warranty repair I paid for that didn't work. I'm not willing to pay them more to repair the same thing they didn't fix the first time
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative Gerard contacted the customer in regards to her additional concernsThe representative explained why it was not a hard ware issue but could possibly be a compatibility issueThe representative offered to have the wireless cards replaced but could not promise that the issue would not re-occurThe customer requested to wait and would follow up if the problem comes backOur representative provided their contact information and will remain available to assist should the customer need follow up assistance in this matterSincerely, Advanced Resolution Group FID # *** Dell
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
Although we have finally come to this resolution, the Dell process of solving what should have been a simple solution (sending a missing item from an order) was painful, complicated, frustrating and unproductive I attempted to go through the standard Dell channels but if were not for the involvement of the Revdex.com, there would have been no resolution
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The answer given by the company was untrue I advised in the email to respond via email but they didn't When we finally spoke instead of addressing the matter at hand he asked me and I quote "when did you tell me to respond in email" I asked him was he serious I thought he was here to help me resolve the issue He proceeded to yell at me for which I got irate I explained to him to have his manager call or email as I can not deal with him He tells me he has no manager and he was it.
Finally he provided the manager info after I threaten to have this proceeded with the Revdex.com His manager called and did the same thing I explained to him that I did not spill anything on my laptop and this wasn't true I do not have kids and the only who could have done it was me I explained I felt that dell didn't want to honor the contract hence the running around I was doing and just to get the laptop too them He tells me the same thing over that something was spilled He didn't offer to give my money back for the warranty since I had such a difficult time with the company not having my laptop registered to my warranty, it took several months to get my laptop looked because of this issue, people made empty promises and the major inconvenienced in such a way that it caused me utmost stress How is that a resolution? Not to mention I will continue to stand by and say I did NOT spill anything on the laptop and they are wrong they are giving me no confidence in their abilities to even fix Not once did they ask me what would be a happy solution Not once did they say how can I help you to resolve this matter the customer service reps thought it was their duty to yell at me for something their company didn't do Unbelievable! and this is the face of dell I am disgusted I want a resolution I want to have customer service anyone can make a mistake and maybe they looked at the wrong laptop for mine however I want assistance
Regards,
*** ***
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 worked with our order verification team to resolve the matterPlease note that order#
was delivered to Mr*** on February 9th, under FedEx Tracking# Our representative also followwith Mr*** to confirm resolutionHis compensation request for FPO shipping charge 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 [email protected], in case Mr*** has any further concerns regarding this case
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
Regards,
*** ***
Our records indicate the system has been repaired and delivery has been attempted, however; the customer was not availableThe courier will make another attempt to deliver the system and our representative remains available to assist
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer, however; he has not responded to subsequent contact attemptsDell Technical Support remains available to provide
assistance per the terms and conditions of the Dell Limited WarrantySincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Dear Revdex.com,Thank you for the opportunity to address
the correspondence submitted by *** *** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative offered the customer a return for credit and our records indicate the system has been received and the credit will be applied to the original form of paymentWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at ***. Sincerely, Advanced Resolution GroupIncident ID: ***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 *** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative advised the customer the gift card used on the cancelled order has a balance on it and to verify he is using the correct card We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at ***. Sincerely, Advanced Resolution GroupIncident 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 replaced or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Since the date of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, processed a system exchange The customer has since received the replacement system and indicated he was satisfied with the resolution We 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 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
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 the system is out of warranty and was ordered with no media. He has advised the customer that they will need to purchase the media in order to reinstall their OS. 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative *** confirmed with the customer that the credit has been postedThe customer confirmed and purchased a different systemThe customer was looking for compensation Dell has a disclaimer on our website which informs potential customers, prices and promotions are subject to change without noticeIt is for these reasons our representative has respectfully denied the customer’s request for additional compensationSincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer
expressed dissatisfaction with Dell’s service and support and wants a new computer and warranty concessions We regret any dissatisfaction she may have experienced and appreciate the feedback provided Computers which exhibit issues subject to coverage under Dell’s Limited Hardware Warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms The warranty purchased with the original computer will be transferred to an exchange computer when the computer being replaced is returned to Dell and the original warranty terms remain in force Dell will not process a warranty extension as a concession due to her technical issue Since the date of the submission, a Dell representative contacted the customer and, as a one-time exception for customer satisfaction reasons, processed a new system exchange which has been shipped to the customer We ask that she contact our representative at *** should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:
I ordered the product while it was available online and advertised on your siteI was waiting for shipping for days at which point you emailed that I had to login and accept a delay per FTC rulesI did so and received another email confirmation of my orderThe following day you emailed that you had cancelled my orderDell is refusing to honor the advertised price that my order was placed for off their own websiteIt is illegal to not honor advertised pricing.
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
experienceDell representative, ***, contacted the customer after a new system exchange also experienced some problemsThe representative authorized a return for credit and confirmed credit has posted back to the original mode of paymentPlease 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
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
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
Complaint: ***
I am rejecting this response because:I'm responding regarding complaint #***. Please keep the status as "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied." Dell's message indicates this product is out of warranty, but I'm complaining about a out of warranty repair I paid for that didn't work. I'm not willing to pay them more to repair the same thing they didn't fix the first time
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative Gerard contacted the customer in regards to her additional concernsThe representative explained why it was not a hard ware issue but could possibly be a compatibility issueThe representative offered to have the wireless cards replaced but could not promise that the issue would not re-occurThe customer requested to wait and would follow up if the problem comes backOur representative provided their contact information and will remain available to assist should the customer need follow up assistance in this matterSincerely, Advanced Resolution Group FID # *** Dell
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
Although we have finally come to this resolution, the Dell process of solving what should have been a simple solution (sending a missing item from an order) was painful, complicated, frustrating and unproductive I attempted to go through the standard Dell channels but if were not for the involvement of the Revdex.com, there would have been no resolution
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The answer given by the company was untrue I advised in the email to respond via email but they didn't When we finally spoke instead of addressing the matter at hand he asked me and I quote "when did you tell me to respond in email" I asked him was he serious I thought he was here to help me resolve the issue He proceeded to yell at me for which I got irate I explained to him to have his manager call or email as I can not deal with him He tells me he has no manager and he was it.
Finally he provided the manager info after I threaten to have this proceeded with the Revdex.com His manager called and did the same thing I explained to him that I did not spill anything on my laptop and this wasn't true I do not have kids and the only who could have done it was me I explained I felt that dell didn't want to honor the contract hence the running around I was doing and just to get the laptop too them He tells me the same thing over that something was spilled He didn't offer to give my money back for the warranty since I had such a difficult time with the company not having my laptop registered to my warranty, it took several months to get my laptop looked because of this issue, people made empty promises and the major inconvenienced in such a way that it caused me utmost stress How is that a resolution? Not to mention I will continue to stand by and say I did NOT spill anything on the laptop and they are wrong they are giving me no confidence in their abilities to even fix Not once did they ask me what would be a happy solution Not once did they say how can I help you to resolve this matter the customer service reps thought it was their duty to yell at me for something their company didn't do Unbelievable! and this is the face of dell I am disgusted I want a resolution I want to have customer service anyone can make a mistake and maybe they looked at the wrong laptop for mine however I want assistance
Regards,
*** ***