Complaint: ***
I am rejecting this response because:I have requested that dell attempts another repair, although I still believe that the computer is a lemon and should be replacedIt us extremely disrespectful of my time that dell has spent months failing to repair this computer.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:My first contact with the Dell Revdex.com agent was before ChristmasHe asked for time to check into the problemI asked for a time schedule, and he told me he would contact me on the Monday after ChristmasHe said I would be happy with the outcomeHe contacted me Monday morning and informed me by phone that he could not locate my computer because his representative had it shipped to the wrong warehouseHe said he would speak to his technical department about the poor way my computer problem was handled and then said he would give me a used "refurbished" computer with only a one month warranty to replace my new computer offering to upgrade any parts he did not haveI explained that a used computer with a one month warranty was unacceptable since the problems began the day after I purchased my new computer, and his company actually lost my computer after taking several months to help me with broken parts thus using up many months of my original warrantyWhen I asked to speak to someone else, he told me he was the highest authority on this issue and refused my request for a refund or a new computerHe told me this was my only option and I could take it or leave itHe then said he would close my case with the Revdex.com. On 12/26/at 3:pm I sent an email to the Revdex.com representative for Dell telling him his offer was unacceptable.In response to my email, he emailed me on 12/27/at 9:am stating that the used computer was my only option and that I had his contact information if I wanted to accept the used computer.He stated in his response to my complaint that I have not responded to his attempts to reach me, implying that I was being uncooperative and unresponsiveThis is insultingSince the final email on 12/27/2016, I have received no messages from him either by phone or email.I have detailed notes of all conversations with Dell representatives regarding my complaintI have attached a copy of my notes from the 12/26/conversation with the Dell Revdex.com representativeI would be happy to furnish a transcript of all my notes if needed.As Instructed by the Revdex.com, I have waited to receive instructions regarding my complaintI received a message from the Revdex.com on 1/2/at 6:am, to which I am now respondingDell has offered an unfair and callous solution to their poor customer service and loss of my computerReplacing a new computer with a used computer is in no way equitable, and their "too bad" attitude is insulting I have attached the text of the two emails belowI still have no computer or refund
MY EMAIL TO DELL REPRESENTATIVE ON 12/26/2016 Thank you for the formal, written reply. Just to recap our phone conversationYou stated on the phone that your company was in the wrong and that your technical department would be spoken to about the way they mishandled my computer problemYou also told me that you cannot locate my computer as it was shipped to the wrong address by your technical department so you offered to replace my computer. You offered to replace my new computer with a refurbished "used" computer that has been certified by Dell as in good working order saying you would upgrade any part that you could not find to make it compatible with my existing new computerYou could not, or would not, however tell me from where Dell gets their used "refurbished" computers other than they are built in China. You also stated that the only warranty you would give on the used "refurbished" computer would be the remaining warranty available on my new computer, which you estimated to be about one month. I explained to you that I did not want a used computer but a new computer, like mine, as a replacementI also explained your company could refund the purchase price, and that would be acceptable to meYou refused both and said this was my only option because it was past the days from purchase date I asked to speak to someone else who could help me with my complaint, but you informed me that you were the highest authority and that your decision would not changeYou told me that I had your contact information, email and phone number, and that I could contact you if I wanted the used "refurbished" computerYou then told me you would contact the Revdex.com to close my complaint. Please accept this as confirmation that your offer is absolutely unacceptable to meReplacing my new computer with a used version is insultingIn addition to that, your offer of only a one month warranty when your company's ineptitude used up over three months of my current warranty is disturbing The minimum your company should do after the technical issues my computer has had and the way my technical problems have been mishandled is to give me a new computer compatible to the one I purchased at *** *** with a complete "new" warranty, or to refund my money You instead have offered me a used product and a "too bad" attitude when I explain that your offer is unfair and unacceptable I am shocked and dismayed in your attitude, which seems to be representative of the entire companyYou do not appear to care about my problem or if it is resolved satisfactorilyYour company should be ashamed of the way you treat customers. I am therefore still asking you to send me an immediate refund of my purchase price, or to send me a new computerI would appreciate an immediate reply. EMAIL FROM DELL REPRESENTATIVE ON 12/27/2016Thank you for your email and this is with reference to the conversation we had earlier regarding your Dell computer. As discussed yesterday in regards to the replacement system it will be a Dell certified refurbished systemPlease be informed that the resolution offered will remain the same for now and in future. But I regret to inform you that we will not be able to go ahead and accommodate your request in regards to new replacement or a refund
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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThere is no documentation due to rebates are not listed in invoice and never have been for previous purchasesEven the $rebate for using dell credit card not listed and was manually processed to correctProvide website showing price, model, size, brand, and rebate amount from Dell, as well as cc the Revdex.comI am not sure what else is neededAsk superficially what documents since rebate information is not on invoice and was not given the answerPlease provide model number and documentation for rebate amounts, dates of promotion, amount rebate, and all LG models included shown on website or official dell leader head since stated did research because this was never told to me nor information given to me
Regards,
*** ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative *** is still waiting for the customer to provide the information requestedWe have also confirmed with the investigation team they have not received the police report that is requiredWe ask the customer to provide the information regarding the complaint/case filed with the local authorities, by emailing: the investigation department at *** for review and to ***
Sincerely,
Advanced Resolution Group
FID # ***
***
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 submissionDells position remains the same and unchangedIn regards to a discount for the service we respectfully deny as that would not be fair to our other paying customersSincerely, Advanced Resolution Group *** 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 records show that the type of damage to the system is related to accidental therefore repair under the warranty is not an optionThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group *** 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 concernsIn the interest of customer satisfaction, our representative processed a replacement unitOur
records show that the replacement order# *** was delivered to Ms*** on March 15th, under FedEx tracking# ***Our representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: my computer had already been reinstalled and nothing had been fixed I’ve done everything on my end to get this problem resolvedDell and their technicians over the phone keep stalling me in order for me to get discouraged and stop talking to them and the Revdex.comBUT I WILL NOT GIVE UPTHIS HAS GONE ON LONG ENOUGH AND I WOULD LIKE A RESOLUTION not an “ ill call you when I see fit and waste her time once again” I’m not going to play these games any longer.
Regards,
Gail R***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative *** continues to monitor the credit situation due to an internal issueThe representative will update the customer once the credit is confirmed posted to the original mode of paymentDell sincerely apologizes for the delay and we strive to resolve this quicklyThe representative can be reached by email at ***
Sincerely,
Advanced Resolution Group
***
Dell Inc
Complaint: ***
I am rejecting this response because: Still no credit received Talked to the bank and they are unaware of any credits on the account I'll be emailing ***
Regards,
*** ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative *** followed up and arranged another depot service for repairThe representative will follow up once repair has been completed to confirm the customer has received itThe representative can be reached by email at ***@Dell.com
Sincerely,
Advanced Resolution Group
*** Dell Inc
Complaint: ***
I am rejecting this response because:When I purchased this laptop I used $Dell gift card along withcredit card payment.While I received back a credit card portion, I never received $Dell gift card back
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 apologized for the problemsThe representative explained to refuse the order once returned and credit will processThe representative followed up when our records reflect that it was delivered and signed from by Ms***The representative was unable to confirm if Ms*** still wishes to return the orderWe remain available to assist the customer if there are any further concerns the representative can be reached by email at ***@[email protected] Advanced Resolution Group Incident *** 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 concernsIn the interest of customer satisfaction, our representative processed a replacement productOur
records show that the replacement order# *** was delivered to Ms*** on July 20, under Pilot Shipment Tracking# ***Our representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: I attached the screen shot of the promotion to show there are gift cards attached to this order
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 records and the carrier site show that Dell order# *** was delivered under FedEx tracking#
***; and signed for by: ***Our representative suggested filing a police report and disputing the charge with his bankHis request for a refund 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 ***, in case Mr*** has any further questions regarding this case.Sincerely,Executive Support TeamIncident 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 worked with DFS (Dell Financial Services) to resolve this matterIt was
determined that the orders were not associated with Dell Technologies; therefore, Mr. *** was referred to DFS at ###-###-#### for further assistance in the matterWe regret any dissatisfaction he may have experienced and appreciate the feedback providedOur 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,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a concession offered on a recent purchase 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 discuss her concerns The representative assisted in processing the $concession and updated the customer that the refund has posted to her account We ask that she 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, Our records indicate that a box and packing material will be sent to the customer to ship system to the depotDell will review and do diagnostics if it is found to have liquid spillage pictures will be provide and fee based repair will be appliedIf there is no customer or accidental damage found the system will be repaired at Dells expenseWe ask that the customer ship the system to the depot within days of receiving the packing material and update the representative by emailing ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:I have requested that dell attempts another repair, although I still believe that the computer is a lemon and should be replacedIt us extremely disrespectful of my time that dell has spent months failing to repair this computer.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:My first contact with the Dell Revdex.com agent was before ChristmasHe asked for time to check into the problemI asked for a time schedule, and he told me he would contact me on the Monday after ChristmasHe said I would be happy with the outcomeHe contacted me Monday morning and informed me by phone that he could not locate my computer because his representative had it shipped to the wrong warehouseHe said he would speak to his technical department about the poor way my computer problem was handled and then said he would give me a used "refurbished" computer with only a one month warranty to replace my new computer offering to upgrade any parts he did not haveI explained that a used computer with a one month warranty was unacceptable since the problems began the day after I purchased my new computer, and his company actually lost my computer after taking several months to help me with broken parts thus using up many months of my original warrantyWhen I asked to speak to someone else, he told me he was the highest authority on this issue and refused my request for a refund or a new computerHe told me this was my only option and I could take it or leave itHe then said he would close my case with the Revdex.com. On 12/26/at 3:pm I sent an email to the Revdex.com representative for Dell telling him his offer was unacceptable.In response to my email, he emailed me on 12/27/at 9:am stating that the used computer was my only option and that I had his contact information if I wanted to accept the used computer.He stated in his response to my complaint that I have not responded to his attempts to reach me, implying that I was being uncooperative and unresponsiveThis is insultingSince the final email on 12/27/2016, I have received no messages from him either by phone or email.I have detailed notes of all conversations with Dell representatives regarding my complaintI have attached a copy of my notes from the 12/26/conversation with the Dell Revdex.com representativeI would be happy to furnish a transcript of all my notes if needed.As Instructed by the Revdex.com, I have waited to receive instructions regarding my complaintI received a message from the Revdex.com on 1/2/at 6:am, to which I am now respondingDell has offered an unfair and callous solution to their poor customer service and loss of my computerReplacing a new computer with a used computer is in no way equitable, and their "too bad" attitude is insulting I have attached the text of the two emails belowI still have no computer or refund
MY EMAIL TO DELL REPRESENTATIVE ON 12/26/2016 Thank you for the formal, written reply. Just to recap our phone conversationYou stated on the phone that your company was in the wrong and that your technical department would be spoken to about the way they mishandled my computer problemYou also told me that you cannot locate my computer as it was shipped to the wrong address by your technical department so you offered to replace my computer. You offered to replace my new computer with a refurbished "used" computer that has been certified by Dell as in good working order saying you would upgrade any part that you could not find to make it compatible with my existing new computerYou could not, or would not, however tell me from where Dell gets their used "refurbished" computers other than they are built in China. You also stated that the only warranty you would give on the used "refurbished" computer would be the remaining warranty available on my new computer, which you estimated to be about one month. I explained to you that I did not want a used computer but a new computer, like mine, as a replacementI also explained your company could refund the purchase price, and that would be acceptable to meYou refused both and said this was my only option because it was past the days from purchase date I asked to speak to someone else who could help me with my complaint, but you informed me that you were the highest authority and that your decision would not changeYou told me that I had your contact information, email and phone number, and that I could contact you if I wanted the used "refurbished" computerYou then told me you would contact the Revdex.com to close my complaint. Please accept this as confirmation that your offer is absolutely unacceptable to meReplacing my new computer with a used version is insultingIn addition to that, your offer of only a one month warranty when your company's ineptitude used up over three months of my current warranty is disturbing The minimum your company should do after the technical issues my computer has had and the way my technical problems have been mishandled is to give me a new computer compatible to the one I purchased at *** *** with a complete "new" warranty, or to refund my money You instead have offered me a used product and a "too bad" attitude when I explain that your offer is unfair and unacceptable I am shocked and dismayed in your attitude, which seems to be representative of the entire companyYou do not appear to care about my problem or if it is resolved satisfactorilyYour company should be ashamed of the way you treat customers. I am therefore still asking you to send me an immediate refund of my purchase price, or to send me a new computerI would appreciate an immediate reply. EMAIL FROM DELL REPRESENTATIVE ON 12/27/2016Thank you for your email and this is with reference to the conversation we had earlier regarding your Dell computer. As discussed yesterday in regards to the replacement system it will be a Dell certified refurbished systemPlease be informed that the resolution offered will remain the same for now and in future. But I regret to inform you that we will not be able to go ahead and accommodate your request in regards to new replacement or a refund
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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThere is no documentation due to rebates are not listed in invoice and never have been for previous purchasesEven the $rebate for using dell credit card not listed and was manually processed to correctProvide website showing price, model, size, brand, and rebate amount from Dell, as well as cc the Revdex.comI am not sure what else is neededAsk superficially what documents since rebate information is not on invoice and was not given the answerPlease provide model number and documentation for rebate amounts, dates of promotion, amount rebate, and all LG models included shown on website or official dell leader head since stated did research because this was never told to me nor information given to me
Regards,
*** ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative *** is still waiting for the customer to provide the information requestedWe have also confirmed with the investigation team they have not received the police report that is requiredWe ask the customer to provide the information regarding the complaint/case filed with the local authorities, by emailing: the investigation department at *** for review and to ***
Sincerely,
Advanced Resolution Group
FID # ***
***
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 submissionDells position remains the same and unchangedIn regards to a discount for the service we respectfully deny as that would not be fair to our other paying customersSincerely, Advanced Resolution Group *** 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 records show that the type of damage to the system is related to accidental therefore repair under the warranty is not an optionThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group *** 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 concernsIn the interest of customer satisfaction, our representative processed a replacement unitOur
records show that the replacement order# *** was delivered to Ms*** on March 15th, under FedEx tracking# ***Our representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: my computer had already been reinstalled and nothing had been fixed I’ve done everything on my end to get this problem resolvedDell and their technicians over the phone keep stalling me in order for me to get discouraged and stop talking to them and the Revdex.comBUT I WILL NOT GIVE UPTHIS HAS GONE ON LONG ENOUGH AND I WOULD LIKE A RESOLUTION not an “ ill call you when I see fit and waste her time once again” I’m not going to play these games any longer.
Regards,
Gail R***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative *** continues to monitor the credit situation due to an internal issueThe representative will update the customer once the credit is confirmed posted to the original mode of paymentDell sincerely apologizes for the delay and we strive to resolve this quicklyThe representative can be reached by email at ***
Sincerely,
Advanced Resolution Group
***
Dell Inc
Complaint: ***
I am rejecting this response because: Still no credit received Talked to the bank and they are unaware of any credits on the account I'll be emailing ***
Regards,
*** ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative *** followed up and arranged another depot service for repairThe representative will follow up once repair has been completed to confirm the customer has received itThe representative can be reached by email at ***@Dell.com
Sincerely,
Advanced Resolution Group
*** Dell Inc
Complaint: ***
I am rejecting this response because:When I purchased this laptop I used $Dell gift card along withcredit card payment.While I received back a credit card portion, I never received $Dell gift card back
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 apologized for the problemsThe representative explained to refuse the order once returned and credit will processThe representative followed up when our records reflect that it was delivered and signed from by Ms***The representative was unable to confirm if Ms*** still wishes to return the orderWe remain available to assist the customer if there are any further concerns the representative can be reached by email at ***@[email protected] Advanced Resolution Group Incident *** 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 concernsIn the interest of customer satisfaction, our representative processed a replacement productOur
records show that the replacement order# *** was delivered to Ms*** on July 20, under Pilot Shipment Tracking# ***Our representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: I attached the screen shot of the promotion to show there are gift cards attached to this order
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 records and the carrier site show that Dell order# *** was delivered under FedEx tracking#
***; and signed for by: ***Our representative suggested filing a police report and disputing the charge with his bankHis request for a refund 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 ***, in case Mr*** has any further questions regarding this case.Sincerely,Executive Support TeamIncident 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 worked with DFS (Dell Financial Services) to resolve this matterIt was
determined that the orders were not associated with Dell Technologies; therefore, Mr. *** was referred to DFS at ###-###-#### for further assistance in the matterWe regret any dissatisfaction he may have experienced and appreciate the feedback providedOur 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,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a concession offered on a recent purchase 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 discuss her concerns The representative assisted in processing the $concession and updated the customer that the refund has posted to her account We ask that she 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, Our records indicate that a box and packing material will be sent to the customer to ship system to the depotDell will review and do diagnostics if it is found to have liquid spillage pictures will be provide and fee based repair will be appliedIf there is no customer or accidental damage found the system will be repaired at Dells expenseWe ask that the customer ship the system to the depot within days of receiving the packing material and update the representative by emailing ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc