Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, *** has recently contacted the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has sent the customer an upgraded new system exchange which has been delivered. Dell apologizes for the inconvenience this issue has caused the customer. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***_***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com, Thank you for providing a copy of the customer’s 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 rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell representative *** followed up with the customer confirmed system has been sent to the depotOnce repaired the representative will follow up to confirm no other problemsOur representative may be contacted directly by e-mail at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
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,
*** ***
Complaint: ***
Dell is clearly stating they wish to continue to fail to
honor any warranty work for all claims made within the warranty period As this breach of contract is the main focus of the complaint I am rejecting this response because I never accepted the resolution provided by Dell All attempts on my part to get the device to Dell for repair work were rejected within the warranty period Dell's representatives have clearly stated they would do nothing regarding the multiple issues opened with their support related to hardware failures on the laptop Furthermore I specifically asked the case be escalated which clearly it was not Instead the ticket was closed by Dell without any consent on my part or acceptable resolution This has been typical behavior in dealing with Dell support over the last several month Voicemails I never received, claims made by technicians that they spoke to me when they did not, and arbitrary closing of tickets.The main issue is still Dell's failure to honor the warranty on calls made to them on multiple dates within the warranty period including but not exclusive to Dec and March Dell has admitted the calls took place As no repair work performed by Dell addressing the repeated failures of the USB bus on the device in and which rendered it unusable.
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative recently contacted Mr*** regarding his concerns and is working with the order verification department to resolve this matter
Please
note, Mr*** purchased the product from 3rd party; therefore, was asked to provide a valid proof of purchase and complete the transfer of ownership form
***
We 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*** ***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 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 physical damage is not covered by his warranty but did offer out of warranty repair service at a discounted price. 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, 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 providing a copy of the customer’s submissionMs*** expressed dissatisfaction with Dell service and support and wants her computer repaired, replaced, or a refundWe regret any dissatisfaction she may have experienced and appreciate the feedback
providedSince the date of the submission, a Dell representative contacted Ms*** and set up a service dispatch to send the computer to Dell’s Repair Depot. The computer has since been repaired and returned to Ms***We ask that she contact our representative at ***@Dell.com for any further assistance she may need regarding this matterSincerely,Advanced Resolution GroupIncident ID: ***Dell
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
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell is required to monitor every purchase transaction in order to comply with Federal regulations regardless of the service impression it may give customers Dell’s web site and marketing vehicles include messaging that promotional offers are subject to change As the promotion has ended, Dell policy would prevent our representatives from processing an order with pricing based on an expired promotion Dell’s stance in this matter remains unchanged and 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 there will be no change to this response.Sincerely,Executive Support TeamIncident 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 concernsAs a gesture of goodwill and in the interest of customer satisfaction, our representative issued a
product return for order# ***Our records show that the credit has been posted to the original form of paymentOur representative also followto confirm resolutionWe 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 case
Sincerely,
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
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 assured the customer his personal information is secure. 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
April 27, Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***. The Dell representative recently contacted Ms*** regarding her concernsOur records indicate the original invoice date of December 2nd, Our representative explained the terms of sale, limited hardware warranty, and return policy***
***Our representative also offered technical assistance, as well as, an onsite and a depot servicePlease note that Ms*** elected not to accept our offer of assistanceHer request for a replacement unit was respectfully denied as records indicate offers for technical support, depot, and onsite service have been declined or canceled by the customerWe 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 policiesShould the customer reconsider working with our representative they may be contacted directly via e-mail at ***@Dell.com.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dell representative, ***, is
continuing to work with the customer to achieve an amicable resolution for their concernsOur records indicate that order number *** was delivered to customer on February 15, under Purolator Tracking number ***Furthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, a partial account credit is being processedShould the customer have any additional concerns regarding this case, they can reach out to our representative by e-mail at ***
Complaint: ***
I am rejecting this response because: the representative was a bully, extremely rude and told me what was going to happenNot once did he try to resolve the problemlHe did not attempt to resolve the issue at allWhen I purchased the computer no one mentioned anything about the battery warrantyThis is the first time I am hearing about the one year warranty.
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
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,
*** ***
Complaint: ***
I am rejecting this response because:no it is not trueThe Dell representative had a phone appointment set up with meI waited for 1/hours but never calledWhen I contacted him he tried to set up a NEW? Time...I have a life and work hour days...I told him I was going on vacation for weeksI still don't know what kind of CDs and DVDs I can play with this desk topMy computer is useless can't use e-mail after DELL attempted fixStay away from these people...will buy apple and life will be back to normalAfter hours of phone wasted time with Techs...computer is uselessI thought they were trying to help me*** ***
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 sent the customer an upgraded new system exchange which has been delivered. Dell apologizes for the inconvenience this issue has caused the customer. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***_***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com, Thank you for providing a copy of the customer’s 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 rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell representative *** followed up with the customer confirmed system has been sent to the depotOnce repaired the representative will follow up to confirm no other problemsOur representative may be contacted directly by e-mail at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
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,
*** ***
Complaint: ***
Dell is clearly stating they wish to continue to fail to
honor any warranty work for all claims made within the warranty period As this breach of contract is the main focus of the complaint I am rejecting this response because I never accepted the resolution provided by Dell All attempts on my part to get the device to Dell for repair work were rejected within the warranty period Dell's representatives have clearly stated they would do nothing regarding the multiple issues opened with their support related to hardware failures on the laptop Furthermore I specifically asked the case be escalated which clearly it was not Instead the ticket was closed by Dell without any consent on my part or acceptable resolution This has been typical behavior in dealing with Dell support over the last several month Voicemails I never received, claims made by technicians that they spoke to me when they did not, and arbitrary closing of tickets.The main issue is still Dell's failure to honor the warranty on calls made to them on multiple dates within the warranty period including but not exclusive to Dec and March Dell has admitted the calls took place As no repair work performed by Dell addressing the repeated failures of the USB bus on the device in and which rendered it unusable.
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative recently contacted Mr*** regarding his concerns and is working with the order verification department to resolve this matter
Please
note, Mr*** purchased the product from 3rd party; therefore, was asked to provide a valid proof of purchase and complete the transfer of ownership form
***
We 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*** ***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 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 physical damage is not covered by his warranty but did offer out of warranty repair service at a discounted price. 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, 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 providing a copy of the customer’s submissionMs*** expressed dissatisfaction with Dell service and support and wants her computer repaired, replaced, or a refundWe regret any dissatisfaction she may have experienced and appreciate the feedback
providedSince the date of the submission, a Dell representative contacted Ms*** and set up a service dispatch to send the computer to Dell’s Repair Depot. The computer has since been repaired and returned to Ms***We ask that she contact our representative at ***@Dell.com for any further assistance she may need regarding this matterSincerely,Advanced Resolution GroupIncident ID: ***Dell
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
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell is required to monitor every purchase transaction in order to comply with Federal regulations regardless of the service impression it may give customers Dell’s web site and marketing vehicles include messaging that promotional offers are subject to change As the promotion has ended, Dell policy would prevent our representatives from processing an order with pricing based on an expired promotion Dell’s stance in this matter remains unchanged and 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 there will be no change to this response.Sincerely,Executive Support TeamIncident 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 concernsAs a gesture of goodwill and in the interest of customer satisfaction, our representative issued a
product return for order# ***Our records show that the credit has been posted to the original form of paymentOur representative also followto confirm resolutionWe 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 case
Sincerely,
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
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 assured the customer his personal information is secure. 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
April 27, Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***. The Dell representative recently contacted Ms*** regarding her concernsOur records indicate the original invoice date of December 2nd, Our representative explained the terms of sale, limited hardware warranty, and return policy***
***Our representative also offered technical assistance, as well as, an onsite and a depot servicePlease note that Ms*** elected not to accept our offer of assistanceHer request for a replacement unit was respectfully denied as records indicate offers for technical support, depot, and onsite service have been declined or canceled by the customerWe 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 policiesShould the customer reconsider working with our representative they may be contacted directly via e-mail at ***@Dell.com.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dell representative, ***, is
continuing to work with the customer to achieve an amicable resolution for their concernsOur records indicate that order number *** was delivered to customer on February 15, under Purolator Tracking number ***Furthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, a partial account credit is being processedShould the customer have any additional concerns regarding this case, they can reach out to our representative by e-mail at ***
Complaint: ***
I am rejecting this response because: the representative was a bully, extremely rude and told me what was going to happenNot once did he try to resolve the problemlHe did not attempt to resolve the issue at allWhen I purchased the computer no one mentioned anything about the battery warrantyThis is the first time I am hearing about the one year warranty.
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
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,
*** ***
Complaint: ***
I am rejecting this response because:no it is not trueThe Dell representative had a phone appointment set up with meI waited for 1/hours but never calledWhen I contacted him he tried to set up a NEW? Time...I have a life and work hour days...I told him I was going on vacation for weeksI still don't know what kind of CDs and DVDs I can play with this desk topMy computer is useless can't use e-mail after DELL attempted fixStay away from these people...will buy apple and life will be back to normalAfter hours of phone wasted time with Techs...computer is uselessI thought they were trying to help me*** ***
Regards,
*** ***