Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsThe representative provided technical assistance and worked with the collections department to stop
the calls related the graphics adapterFurthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a partial account credit and 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 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 submissionDell representative *** did discuss the issue with the customerDell records indicate the first contact to us was August months outside the return period*** asked the customer to provide any documentation she might have to show she contacted Dell within the first 30days as she claimsThe representative offered to troubleshoot with the customer but respectfully denied the return requestThe customer did not respond to further follow up calls and emailsWe remain available to assist the customer within the terms of her hardware warrantySincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsThe representative worked with our account verification team to resolve this matterOur records
show that the credit for product return has been processed to the original form of paymentFurthermore, a gift card also has been processedThe representative 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 TeamIncident ID: ***Dell Inc
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 depot service performed on the customer’s system to resolve its issues. 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
Complaint: ***
I am rejecting this response because: it just not okay that I was lied to and screwed out of a brand new computer to end up with something refurbished and worth far lessAs far as I'm concerned you directly stole money from me and there is just no way that I'm going to be okay with this until I am compensated in some way
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission A Dell representative, *** has recently contacted the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has processed a $credit for his inconvenience. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc
Complaint: ***I am rejecting this response because the information provided by Dell is incorrect I did not state the issue was resolved What I stated is that it would take me time to perform the backups needed to re-image the device and that the actions required by Dell would potentially cost me money from lost work and I felt fell within the scope of professional services for which I charge and hourly rate As far as I am concerned Dell either needs to pay for the professional services rendered or accept the diagnostic information provided to them within the warranty period While these Dell-mandated services were being performed, Dell closed multiple tickets I had opened regarding the issue without notifying me or verifying the issues were actually fixed Dell repeatedly attempted to blame the issue on software they bundled with the laptop but refused to provide any replacement software or hardware to remedy the issue and as a result the issue continued unabated. Per the response posted by Dell, they admit there was in fact an open ticket during the warranty period As a result, Dell was aware of the issue within the warranty period and failed to provide either RMA parts or an onsite technician as required in their year limited warranty verbiage Simply, within the warranty period Dell refused to provide the contractually required remedies (a technician onsite or RMA) which required the customer perform the function of providing said onsite diagnostics and technical evidence that the issue was with the hardware was presented to Dell which Dell subsequently refused to fix Since a certified technician did analyse the system within the warranty period and believes the issue is with the mainboard, the only option Dell has is to replace the mainboard Otherwise they need to admit they failed to provide the require support per the warranty and provide some relief to the customer who incurred costs performing the work Dell was required to perform As for communication with Dell, if Dell wishes to address the problem it will need to escalated This is also stated in the warranty as a customer option and the current 'technician' dealing with the ticket refuses to bring the necessary parties into the process despite my having explicitly asked that this be done Again this shows a deliberate willfulness to ignore the warranty and poor professional conduct in general 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 account verification team to resolve this matterOur records show
that the credit has been provided by his Bank via chargeback; therefore, his request for a refund from Dell was respectfully deniedOur 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 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,
*** ***
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
Today’s Date: 03/11/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** **, to address the contents of their correspondenceAt this time
the customer has received their creditDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any additional questions in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, 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 she may have experienced and appreciate the feedback provided. Since the date of the follow up submission, our records indicate a Dell representative notified the customer that the refund has been processed. We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter Sincerely, Executive Support Team Incident ID: *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his 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 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
Complaint: ***
I am rejecting this response because: I asked for documentation of the offer being expired and they could not provideI did provide to them documentation of the offer with no expiration date shownWhat they proposed was the equivalent of $(a 10% discount on the product that I intended to purchase with the $gift card)The customer service agent who originally took my order by phone and assured me of the $gift card offer is supposedly no longer employed by DellI offered to accept the item that I intended to purchase which has a value on their site of $in place of the $card, but that is as much as I am willing to compromiseI still believe that Dell should honor the word of their employee as again, I would not have made the purchase without the gift card offerPlease also note that after working with their agent *** for several weeks, they made the 10% offer which I explained by phone (and in a email for record) that I was unwilling to acceptSeveral days later I was contacted again both by phone and email with the same offer (by a different service rep) - it would appear the left hand knows not what the right hand is doing
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsThe representative informed her that her Dell promotional gift card had expired and cannot
be reinstated
Our representative also informed her of the terms and conditions of Gift Cards
***
Her request for a replacement gift card was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because:
Regards,
*** ***dell explanation of fixed, it might be temporary fixed again as dell did 4th times it is well know issue to Dell this latitude labtop has issues and dell admits having issue My computer seem to have more than one issue, As Ms*** experienced while she was running diagnostics on my computer, screen went blank on her and she couldn't fix at that timenow this is second mother board...I don't trust this computer when it will go bad or what will go bad on me.(I own a business and solely rely on my computer to run business and I cannot use unreliable labtop).Regards, *** ***
A Dell representative contacted Ms*** via e-mail and offered a product returnOur representative may be reached directly via e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
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 orderDell realizes situations such as this can be disappointing for our customers; we truly do apologizePlease understand, Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we reserve the right to deny the processing of any orders arising from pricing or other errorsIn fact, our published policies communicate the fact that "Dell is not responsible for pricing, typographical, or other errors, in any offer by Dell” We appreciate the customer taking the time to bring this observation to our attentionWe are sorry, but we are unable to honor the wrong price and must respectfully deny the requestSincerely, 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 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 confirmed that onsite warranty service has been done on the customer’s computer. 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 GroupIncident ID# ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsThe representative provided technical assistance and worked with the collections department to stop
the calls related the graphics adapterFurthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a partial account credit and 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 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 submissionDell representative *** did discuss the issue with the customerDell records indicate the first contact to us was August months outside the return period*** asked the customer to provide any documentation she might have to show she contacted Dell within the first 30days as she claimsThe representative offered to troubleshoot with the customer but respectfully denied the return requestThe customer did not respond to further follow up calls and emailsWe remain available to assist the customer within the terms of her hardware warrantySincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsThe representative worked with our account verification team to resolve this matterOur records
show that the credit for product return has been processed to the original form of paymentFurthermore, a gift card also has been processedThe representative 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 TeamIncident ID: ***Dell Inc
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 depot service performed on the customer’s system to resolve its issues. 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
Complaint: ***
I am rejecting this response because: it just not okay that I was lied to and screwed out of a brand new computer to end up with something refurbished and worth far lessAs far as I'm concerned you directly stole money from me and there is just no way that I'm going to be okay with this until I am compensated in some way
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission A Dell representative, *** has recently contacted the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has processed a $credit for his inconvenience. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc
Complaint: ***I am rejecting this response because the information provided by Dell is incorrect I did not state the issue was resolved What I stated is that it would take me time to perform the backups needed to re-image the device and that the actions required by Dell would potentially cost me money from lost work and I felt fell within the scope of professional services for which I charge and hourly rate As far as I am concerned Dell either needs to pay for the professional services rendered or accept the diagnostic information provided to them within the warranty period While these Dell-mandated services were being performed, Dell closed multiple tickets I had opened regarding the issue without notifying me or verifying the issues were actually fixed Dell repeatedly attempted to blame the issue on software they bundled with the laptop but refused to provide any replacement software or hardware to remedy the issue and as a result the issue continued unabated. Per the response posted by Dell, they admit there was in fact an open ticket during the warranty period As a result, Dell was aware of the issue within the warranty period and failed to provide either RMA parts or an onsite technician as required in their year limited warranty verbiage Simply, within the warranty period Dell refused to provide the contractually required remedies (a technician onsite or RMA) which required the customer perform the function of providing said onsite diagnostics and technical evidence that the issue was with the hardware was presented to Dell which Dell subsequently refused to fix Since a certified technician did analyse the system within the warranty period and believes the issue is with the mainboard, the only option Dell has is to replace the mainboard Otherwise they need to admit they failed to provide the require support per the warranty and provide some relief to the customer who incurred costs performing the work Dell was required to perform As for communication with Dell, if Dell wishes to address the problem it will need to escalated This is also stated in the warranty as a customer option and the current 'technician' dealing with the ticket refuses to bring the necessary parties into the process despite my having explicitly asked that this be done Again this shows a deliberate willfulness to ignore the warranty and poor professional conduct in general 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 account verification team to resolve this matterOur records show
that the credit has been provided by his Bank via chargeback; therefore, his request for a refund from Dell was respectfully deniedOur 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 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,
*** ***
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
Today’s Date: 03/11/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** **, to address the contents of their correspondenceAt this time
the customer has received their creditDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any additional questions in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, 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 she may have experienced and appreciate the feedback provided. Since the date of the follow up submission, our records indicate a Dell representative notified the customer that the refund has been processed. We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter Sincerely, Executive Support Team Incident ID: *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his 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 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
Complaint: ***
I am rejecting this response because: I asked for documentation of the offer being expired and they could not provideI did provide to them documentation of the offer with no expiration date shownWhat they proposed was the equivalent of $(a 10% discount on the product that I intended to purchase with the $gift card)The customer service agent who originally took my order by phone and assured me of the $gift card offer is supposedly no longer employed by DellI offered to accept the item that I intended to purchase which has a value on their site of $in place of the $card, but that is as much as I am willing to compromiseI still believe that Dell should honor the word of their employee as again, I would not have made the purchase without the gift card offerPlease also note that after working with their agent *** for several weeks, they made the 10% offer which I explained by phone (and in a email for record) that I was unwilling to acceptSeveral days later I was contacted again both by phone and email with the same offer (by a different service rep) - it would appear the left hand knows not what the right hand is doing
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsThe representative informed her that her Dell promotional gift card had expired and cannot
be reinstated
Our representative also informed her of the terms and conditions of Gift Cards
***
Her request for a replacement gift card was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because:
Regards,
*** ***dell explanation of fixed, it might be temporary fixed again as dell did 4th times it is well know issue to Dell this latitude labtop has issues and dell admits having issue My computer seem to have more than one issue, As Ms*** experienced while she was running diagnostics on my computer, screen went blank on her and she couldn't fix at that timenow this is second mother board...I don't trust this computer when it will go bad or what will go bad on me.(I own a business and solely rely on my computer to run business and I cannot use unreliable labtop).Regards, *** ***
A Dell representative contacted Ms*** via e-mail and offered a product returnOur representative may be reached directly via e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
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 orderDell realizes situations such as this can be disappointing for our customers; we truly do apologizePlease understand, Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we reserve the right to deny the processing of any orders arising from pricing or other errorsIn fact, our published policies communicate the fact that "Dell is not responsible for pricing, typographical, or other errors, in any offer by Dell” We appreciate the customer taking the time to bring this observation to our attentionWe are sorry, but we are unable to honor the wrong price and must respectfully deny the requestSincerely, 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 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 confirmed that onsite warranty service has been done on the customer’s computer. 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 GroupIncident ID# ***Dell Inc