Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr*** expressed dissatisfaction with Dell service and support and wants a new computer exchange with upgradesWe regret any dissatisfaction he may have experienced and appreciate the feedback providedSince
the date of the submission, a Dell representative, ***, contacted Mr*** to discuss his concerns*** denied Mr***’s request for a new computer exchange and is assisting with a Dell Repair Depot service dispatch so that the computer can be thoroughly evaluated and repaired*** will remain available during the service dispatch and will follow up after repairs to assure that Mr***’s concerns have been fully addressed.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 the warranty had expired on February 11th, Our
representative also explained the terms of sale, limited hardware warranty, and return policy
***
***
***
As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a depot service, which was completed on March 10th, Our representative also followwith Mr*** to confirm resolutionHis request for replacement unit 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
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 *** *** ***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
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 providing a copy of the customer’s submissionMr*** expressed dissatisfaction with communication and processing expectations for a promotion for his Dell orderWe regret any dissatisfaction he may have experienced and appreciate the feedback provided
Our records indicate Mr*** has already been provided a $concession for customer satisfaction reasonsSince the date of the submission, a Dell representative contacted Mr*** to discuss his concerns. Mr*** sent a screen shot of the promotional request for a $eGift card which was offered by a third party website. Our representative denied his request for the $eGift card as it was a promotion offered from a third party and not directly from DellMr*** requested additional compensation which was deniedOur representative provided contact information should he have any additional questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for consolidating Dell gift cards We regret any miscommunication which may have occurred and appreciate the
feedback Since the date of the submission, a Dell representative contacted the customer to provide assistance and was able to have the gift cards consolidated as the customer requested Our representative subsequently provided the customer an update and 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and wants a copy of the operating system software We regret any dissatisfaction he may have experienced and appreciate the feedback Dell
records indicate the customer was provided the media for reloading the operating system software Since the date of the submission, a Dell representative contacted the customer to discuss his concerns The customer indicated he received the software and the issue is resolved The customer may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter. Sincerely,Executive Support TeamIncident 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his TV 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 discuss his concerns Upon follow up, the customer told our representative that he had contacted the third party manufacturer and they were going to replace the damaged TV We ask that the customer contact our representative at ***@Dell.com for any further assistance he may need 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*** ***. Our representative, ***, contacted Mr*** and verified receipt of the gift
cardWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***_***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because:Customer did not receive information about the process for updating computer Windows systemThe limited information given was the same as previous, to purchase items in order to make the updateDell has failed to give me a course of action that would allow me to have the system update its self without the use of external devices that would have to be purchased.Dell, give me a way to eliminate all your extra programs form the system to free up enough space to complete the update. Windows is extremely slow due to not completing the update
Regards,
*** ***
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,
*** ***
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,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
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,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative;
*** has assisted the customer with the returned merchandise, the full credit to the Dell Preferred Account and this account has also been closed, per the customer’s request. There will be no negative impact to the customer’s credit report. We certainly do apologize for any miscommunication or frustration this matter may have caused the customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the 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: 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,
*** ***
Today’s Date: 05/17/2016 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 correspondence
At this time the customers credit has been processedThe agent advised the customer it may take 7-business days to postDell 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 . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr*** expressed dissatisfaction with Dell service and support and wants a new computer exchange with upgradesWe regret any dissatisfaction he may have experienced and appreciate the feedback providedSince
the date of the submission, a Dell representative, ***, contacted Mr*** to discuss his concerns*** denied Mr***’s request for a new computer exchange and is assisting with a Dell Repair Depot service dispatch so that the computer can be thoroughly evaluated and repaired*** will remain available during the service dispatch and will follow up after repairs to assure that Mr***’s concerns have been fully addressed.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 the warranty had expired on February 11th, Our
representative also explained the terms of sale, limited hardware warranty, and return policy
***
***
***
As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a depot service, which was completed on March 10th, Our representative also followwith Mr*** to confirm resolutionHis request for replacement unit 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
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 *** *** ***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
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 providing a copy of the customer’s submissionMr*** expressed dissatisfaction with communication and processing expectations for a promotion for his Dell orderWe regret any dissatisfaction he may have experienced and appreciate the feedback provided
Our records indicate Mr*** has already been provided a $concession for customer satisfaction reasonsSince the date of the submission, a Dell representative contacted Mr*** to discuss his concerns. Mr*** sent a screen shot of the promotional request for a $eGift card which was offered by a third party website. Our representative denied his request for the $eGift card as it was a promotion offered from a third party and not directly from DellMr*** requested additional compensation which was deniedOur representative provided contact information should he have any additional questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for consolidating Dell gift cards We regret any miscommunication which may have occurred and appreciate the
feedback Since the date of the submission, a Dell representative contacted the customer to provide assistance and was able to have the gift cards consolidated as the customer requested Our representative subsequently provided the customer an update and 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and wants a copy of the operating system software We regret any dissatisfaction he may have experienced and appreciate the feedback Dell
records indicate the customer was provided the media for reloading the operating system software Since the date of the submission, a Dell representative contacted the customer to discuss his concerns The customer indicated he received the software and the issue is resolved The customer may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter. Sincerely,Executive Support TeamIncident 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his TV 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 discuss his concerns Upon follow up, the customer told our representative that he had contacted the third party manufacturer and they were going to replace the damaged TV We ask that the customer contact our representative at ***@Dell.com for any further assistance he may need 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*** ***. Our representative, ***, contacted Mr*** and verified receipt of the gift
cardWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***_***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because:Customer did not receive information about the process for updating computer Windows systemThe limited information given was the same as previous, to purchase items in order to make the updateDell has failed to give me a course of action that would allow me to have the system update its self without the use of external devices that would have to be purchased.Dell, give me a way to eliminate all your extra programs form the system to free up enough space to complete the update. Windows is extremely slow due to not completing the update
Regards,
*** ***
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,
*** ***
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,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
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,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative;
*** has assisted the customer with the returned merchandise, the full credit to the Dell Preferred Account and this account has also been closed, per the customer’s request. There will be no negative impact to the customer’s credit report. We certainly do apologize for any miscommunication or frustration this matter may have caused the customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the 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: 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,
*** ***
Today’s Date: 05/17/2016 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 correspondence
At this time the customers credit has been processedThe agent advised the customer it may take 7-business days to postDell 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 . Sincerely, Executive Support TeamIncident ID: ***Dell Inc