Dear Revdex.com
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding
this experience
Dell representative, ***, contacted the customer and authorized an exchange on the monitorOur records indicate it has been delivered and return shipping label providedPlease have the customer contact the representative by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced 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 assist with the technical issues and, for customer satisfaction reasons, processed a system exchange The replacement computer has since been shipped to the customer 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 support and wants her computer repaired, replaced, or a refund We regret any dissatisfaction she may have experienced and appreciate the
feedback provided Dell records indicate the computer was purchased more than two years ago with a one year warranty which expired during October, As the computer was purchased from a third party, a refund from Dell would not be an option Out of fairness to Dell customers who purchase a warranty extension beyond the standard one year warranty, Dell will not offer free out of warranty support Since the date of the submission, a Dell representative contacted the customer to discuss her concernsOur representative explained the terms of Dell’s Limited Hardware Warranty and offered assistance via Dell’s fee-based out of warranty support, which the customer declined Should the customer reconsider and want assistance, we ask that she contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.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 customerThis issue has been previously addressed it has been explained to the customer promotions cannot be combinedThe customer received his system at a promotional rate so any additional discount is not an option
Sincerely,
Advanced Resolution Group
***
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, a return for order# *** was processedOur records
show that the credit has been posted to the original form of paymentOur 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 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: Dell did nothing to address my complaintI spent hours on the phone with their customer service representatives, who were not helpful and refused to answer my questionsI had to take my computer to a third party after two weeks of struggling with Dell's excuse for a customer service department.
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 and apologized for the problemsThe representative authorized a depot repair it has been confirmed system was returned back with AC adapter replacementOur representative may be contacted directly by e-mail at ***@Dell.com, in case the customer has any further concerns regarding this caseAdvanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:I "resolved" a complaint I filed on Revdex.com against Dell, Inc computer company with complaint #*** based on the notion Dell was going to do what they said they were going to doI filed the complaint on 1/11/and accepted their response on 2/17/16. There has been no refund yet. I called last week and was told it would be 3-days, then days later I call again. I get put on the notorious hold and finally get told it is going to take 3-days again
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The representative ignored all of the comments just like ***There is a processor indicator that does not workOnly thebattery charger indicator seems to workAnd, I should not have to use diagnostic tests to identify if my system is functioning correctly This is the only way *** and his team are able to confirm the system worksBy their own diagram the system should have other indicator lights that are not workingI would like to return the system and get a refund since tbey are not able to make it work like it did when I originally purchased it in December.
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** * ***Customer expressed dissatisfaction with communication and processing expectations for their Dell orderWe regret any miscommunication which
may have occurred and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative worked with the order verification department to resolve this matterOur records indicate, the order number *** was delivered to customer on May 31, under FedEx Tracking number ***Should the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
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 show that Mr*** has been provided a full refund for his Dell order #
*** to the original form of paymentWe 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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** * ***He expressed dissatisfaction with Dell service and support and wants a new product replacementWe regret any dissatisfaction
he may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted Mr*** to discuss his concerns and provide assistancePer the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues, subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty termsDell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchasedOur representative denied the new product replacement and offered service and support per the terms of Dell’s Limited Hardware Warranty, which Mr*** declined. However, we remain ready to assist him within the terms of the warranty and our other policiesShould Mr*** have any additional concerns regarding this case, he can reach out to Dell by phone, email or chat by visiting www.*** or for online assistance at www.***
Sincerely,
Advanced Resolution Group
Incident 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,
*** *** ***
Dell representative, *** will continue to be the customers’ point of contactThe representative offered a new exchange with month extension or a full refund with returnThe customer has accepted a return at this time a prepaid shipping label has been issuedDell is waiting for the customer to return the systemWe remain available to assist and ask that the customer contact the representative ***@Dell.com
Complaint: ***
I am rejecting this response because: In lieu of mid October thru February 2nd, I have dealt with Dell regarding the issues of my purchases of defective equipment totaling (3) computers purchased as "certified refurbished" which to my understanding is "like new and completely inspected & tested" I have spent countless hours on the phone with customer service, appointments for repair, installing & uninstalling software, technical service calls and finally the Revdex.comAll three computers that I had suffered from advertising, and defective equipment Each computer had some of the same problems with overheating errors while others suffered from missing screws, misaligned installation of equipment and power & shut down hardware issues Absolutely incredible the inability of Dell's responses being aware of all the correspondences and difficulties such as down time I incurred with my business and personal time at the fault of Dells advertising and consistently defective hardware of the consecutive computers I received over the time span mentioned above In the end I have received apologies and a refund with the explanation below and I quote:"The amount has been credited back into your account for $Please give it to business days it will reflect in your account. I would once again apologize for all the inconvenience all this has caused and to let you know that these are refurbished computers." It is not enough for me to withdraw this complaint I would like to receive a thorough detailed explanation from Dell as to why and how "Certified Refurbished" computers received consecutively were defective even though they were all advertised "certified refurbished" Secondly I'd like to receive some type of reciprocation for all the trouble I have incurred & suffered over what is an unreasonable amount of time in the purchase of a Certified Refurbished computer that would work as advertised Dell does need to put on my shoes and walk in them for months and respond appropriately.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 me
If the hard drive crashes again I will consider this product defective and return for a full refund.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Dell is an atrocious company, period! I spoke with three representatives, the third telling me that a manager would return my callThat never happenedI provided a serial number, model number and everything available to meAll of this information should have sufficedThe SSD clearly is marked Dell, it is clearly marked with a serial number, clearly marked with all that a hard drive should be marked with to substantiate any question of the validity of the warrantyEvery other company that I have dealt with worked with this information and replaced hardware based on this informationBut not DellDell believes that they are a unique and a special company and that the common rules do not apply to themI have had Dell products in the past, including the Dell Streak 5" phone when it first came outNever againI will never purchase from this miserable company againThey are not honest, not loyal and do not back their products at allIf there is karma, Dell is bound to experience some in the future...Good riddance you sad and despicable company!
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission. Mr*** expressed dissatisfaction with Dell service and support and wants an exchange computerWe regret any dissatisfaction he may have experienced and appreciate the feedbackPer the terms and
conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the termsParts used to replace failed parts covered under the warranty that are opened and tested prior to being sent to an on-site technician must be labeled “refurbished” even if they have never been used. Dell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchased. Since the date of the submission, a Dell representative contacted Mr*** to discuss his concerns. Our representative offered to set up a service dispatch to have the computer thoroughly checked and repaired at Dell’s Repair Depot, or process a dispatch for a refurbished exchange computer to replace his computer. Mr*** declined these options and requested a new computer exchange which our representative denied. Should he reconsider, we remain available to assist and ask that he contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because: this case is not closed until my laptop is in correct working orderMy laptop have been looked at over seven times this year for the same problem.
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 experience
Dell representative, ***, contacted the customer and authorized an exchange on the monitorOur records indicate it has been delivered and return shipping label providedPlease have the customer contact the representative by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced 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 assist with the technical issues and, for customer satisfaction reasons, processed a system exchange The replacement computer has since been shipped to the customer 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 support and wants her computer repaired, replaced, or a refund We regret any dissatisfaction she may have experienced and appreciate the
feedback provided Dell records indicate the computer was purchased more than two years ago with a one year warranty which expired during October, As the computer was purchased from a third party, a refund from Dell would not be an option Out of fairness to Dell customers who purchase a warranty extension beyond the standard one year warranty, Dell will not offer free out of warranty support Since the date of the submission, a Dell representative contacted the customer to discuss her concernsOur representative explained the terms of Dell’s Limited Hardware Warranty and offered assistance via Dell’s fee-based out of warranty support, which the customer declined Should the customer reconsider and want assistance, we ask that she contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.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 customerThis issue has been previously addressed it has been explained to the customer promotions cannot be combinedThe customer received his system at a promotional rate so any additional discount is not an option
Sincerely,
Advanced Resolution Group
***
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, a return for order# *** was processedOur records
show that the credit has been posted to the original form of paymentOur 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 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: Dell did nothing to address my complaintI spent hours on the phone with their customer service representatives, who were not helpful and refused to answer my questionsI had to take my computer to a third party after two weeks of struggling with Dell's excuse for a customer service department.
Regards,
*** ***
A Dell representative is continuing to work with Mr*** regarding his concernsOur representative may be contacted directly by e-mail at ***
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 a depot repair it has been confirmed system was returned back with AC adapter replacementOur representative may be contacted directly by e-mail at ***@Dell.com, in case the customer has any further concerns regarding this caseAdvanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:I "resolved" a complaint I filed on Revdex.com against Dell, Inc computer company with complaint #*** based on the notion Dell was going to do what they said they were going to doI filed the complaint on 1/11/and accepted their response on 2/17/16. There has been no refund yet. I called last week and was told it would be 3-days, then days later I call again. I get put on the notorious hold and finally get told it is going to take 3-days again
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The representative ignored all of the comments just like ***There is a processor indicator that does not workOnly thebattery charger indicator seems to workAnd, I should not have to use diagnostic tests to identify if my system is functioning correctly This is the only way *** and his team are able to confirm the system worksBy their own diagram the system should have other indicator lights that are not workingI would like to return the system and get a refund since tbey are not able to make it work like it did when I originally purchased it in December.
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** * ***Customer expressed dissatisfaction with communication and processing expectations for their Dell orderWe regret any miscommunication which
may have occurred and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative worked with the order verification department to resolve this matterOur records indicate, the order number *** was delivered to customer on May 31, under FedEx Tracking number ***Should the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
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 show that Mr*** has been provided a full refund for his Dell order #
*** to the original form of paymentWe 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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** * ***He expressed dissatisfaction with Dell service and support and wants a new product replacementWe regret any dissatisfaction
he may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted Mr*** to discuss his concerns and provide assistancePer the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues, subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty termsDell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchasedOur representative denied the new product replacement and offered service and support per the terms of Dell’s Limited Hardware Warranty, which Mr*** declined. However, we remain ready to assist him within the terms of the warranty and our other policiesShould Mr*** have any additional concerns regarding this case, he can reach out to Dell by phone, email or chat by visiting www.*** or for online assistance at www.***
Sincerely,
Advanced Resolution Group
Incident 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,
*** *** ***
Dell representative, *** will continue to be the customers’ point of contactThe representative offered a new exchange with month extension or a full refund with returnThe customer has accepted a return at this time a prepaid shipping label has been issuedDell is waiting for the customer to return the systemWe remain available to assist and ask that the customer contact the representative ***@Dell.com
Complaint: ***
I am rejecting this response because: In lieu of mid October thru February 2nd, I have dealt with Dell regarding the issues of my purchases of defective equipment totaling (3) computers purchased as "certified refurbished" which to my understanding is "like new and completely inspected & tested" I have spent countless hours on the phone with customer service, appointments for repair, installing & uninstalling software, technical service calls and finally the Revdex.comAll three computers that I had suffered from advertising, and defective equipment Each computer had some of the same problems with overheating errors while others suffered from missing screws, misaligned installation of equipment and power & shut down hardware issues Absolutely incredible the inability of Dell's responses being aware of all the correspondences and difficulties such as down time I incurred with my business and personal time at the fault of Dells advertising and consistently defective hardware of the consecutive computers I received over the time span mentioned above In the end I have received apologies and a refund with the explanation below and I quote:"The amount has been credited back into your account for $Please give it to business days it will reflect in your account. I would once again apologize for all the inconvenience all this has caused and to let you know that these are refurbished computers." It is not enough for me to withdraw this complaint I would like to receive a thorough detailed explanation from Dell as to why and how "Certified Refurbished" computers received consecutively were defective even though they were all advertised "certified refurbished" Secondly I'd like to receive some type of reciprocation for all the trouble I have incurred & suffered over what is an unreasonable amount of time in the purchase of a Certified Refurbished computer that would work as advertised Dell does need to put on my shoes and walk in them for months and respond appropriately.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 me
If the hard drive crashes again I will consider this product defective and return for a full refund.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Dell is an atrocious company, period! I spoke with three representatives, the third telling me that a manager would return my callThat never happenedI provided a serial number, model number and everything available to meAll of this information should have sufficedThe SSD clearly is marked Dell, it is clearly marked with a serial number, clearly marked with all that a hard drive should be marked with to substantiate any question of the validity of the warrantyEvery other company that I have dealt with worked with this information and replaced hardware based on this informationBut not DellDell believes that they are a unique and a special company and that the common rules do not apply to themI have had Dell products in the past, including the Dell Streak 5" phone when it first came outNever againI will never purchase from this miserable company againThey are not honest, not loyal and do not back their products at allIf there is karma, Dell is bound to experience some in the future...Good riddance you sad and despicable company!
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission. Mr*** expressed dissatisfaction with Dell service and support and wants an exchange computerWe regret any dissatisfaction he may have experienced and appreciate the feedbackPer the terms and
conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the termsParts used to replace failed parts covered under the warranty that are opened and tested prior to being sent to an on-site technician must be labeled “refurbished” even if they have never been used. Dell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchased. Since the date of the submission, a Dell representative contacted Mr*** to discuss his concerns. Our representative offered to set up a service dispatch to have the computer thoroughly checked and repaired at Dell’s Repair Depot, or process a dispatch for a refurbished exchange computer to replace his computer. Mr*** declined these options and requested a new computer exchange which our representative denied. Should he reconsider, we remain available to assist and ask that he contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because: this case is not closed until my laptop is in correct working orderMy laptop have been looked at over seven times this year for the same problem.
Regards,
*** ***