Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our records indicate the system has been delivered, however; Mr*** has not responded to multiple contact attemptsWe regret any dissatisfaction Mr*** may have experienced and
appreciate the feedback provided regarding his Dell Experience. Our representative, ***, may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Today’s Date: 05/20/2016 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 correspondenceThe
customer states technical concerns with their unitAt this time the agent has resolved the matter and taken the customers feedback or a previous support sessionDell apologizes for any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions or concerns in the 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 customerThank you for providing a copy of the submissionIn regards to the customer receiving a refurbished system this is in the terms and condition of the warrantyThe representative *** has contacted the customer and will confirm the refurbished system is working as designedThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and, per the terms and conditions of the sale and the Dell Limited Warranty, respectfully denied the request for a new
system exchange or a refundOur representative offered depot service or a refurbished system exchange, however; the customer declinedOur representative remains available to assist the customer, per the terms and conditions of the Dell Limited Warranty*** Sincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
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 order and wants a refundWe regret any dissatisfaction they may have
experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative explained the Terms of Sale and the Return PolicyHowever, in the interest of customer satisfaction, our representative processed a return for order number ***Furthermore, our records indicate that the credit has been posted to the original form of paymentThey should see this reflected on their next monthly billing statementShould Mr*** have any additional concerns regarding this case, he 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
Thank you for providing a copy of the customer’s submission. Dell representative, ***, is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintWe remain available to assist. Please have the customer
contact the representative by email at ***@Dell.com
Dear Revdex.com,
This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe Xbox live card is considered a service it is not currency which is why it is taxableWe have included a couple of links for the customer to review:
*** *** Please have the customer contact the representative by emailing at ***@Dell.com with any additional questions or concerns
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell service and support and wants assistance sorting out his accountWe regret any dissatisfaction he may have experienced and appreciate the feedback provided
Dell is aware that unauthorized callers are using the Dell company name and those of our business partners to potentially coerce customers into making fraudulent payments in return for unsolicited support This is recognized as an on-going industry wide issue when unsolicited technical support calls come from individuals using a variety of company names Since the date of the submission, a Dell representative contacted Mr*** to discuss his concerns Our representative, for customer satisfaction reasons, processed Return Authorizations and Mr***’ Dell account has been refunded in full Should he receive any further unwanted calls, we would request that Mr*** report this matter to the FTC Our representative provided his contact information and will remain available should Mr*** need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because: when I contacted the sales department at DELL on two ocassions, they stated it was invalidI communictaed with Mr*** *** once more and he verbally gave me the exact same number ***I called sales once more and the CSR hung up on meBevause the card was mailed to a family member (back in January) I do not have a pin# for the original "bad" cardI've been paying interest on this card through my inconvenient DELL account and I think it's ridiculous that they refuse to deal with a refund to my DELL accountThis is obviously an error on behalf of their third party company they use to issue their DELL gift cards
Regards,
*** ***
Complaint: ***
I am rejecting this response because:As I mentioned before, I want to carry on a respectable dialogue with someone via email so there is documentationI have been promised a great many things from representatives of this company and very few of them have come to fruitionI have said this a NUMBER of times, and yet they still call meThere is no reason to call other than to promise me things that they will NOT deliverI bought this computer almost a year ago and they still are not able to provide me with a working deviceI have complied with their request to ship it back and then have to wait an entire day so that I was there when they shipped it back, and then my mother had to go get it from Fed ExSo I think that Dell is going to continue this game until they have decided that the warranty period is over and they can deny any responsibility to this problem that they causedI have to say, if I were to run into Michael Dell on the street, I would have to spit in his face at this pointHe's nothing but a low life thiefDell can either come and fix the computer at my home or they can give me my money backI will not accept any phone calls as I am on call at my hospital and I cannot take the time to spend with Dell on the phone, nor do I want to
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** has followed up with the customerThe representative is attempting to schedule time with the customer to discuss the complaintWe are providing this update due to the Revdex.com time frame for the business to respondThe
representative remains available to assist the customerWe request the customer contact the representative by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: The facts were case were mis-represented in the responseThe underlying issue was not that Dell canceled the order without consentThe issue was that Dell canceled the order without any notification, after multiple order confirmationsTheir lack of notification put my business in a bad position since the delivery was expected by Dell's quoted dateWhen they canceled the order without communication, I was unable to make other plans to acquire replacements by the date they were neededThe phone representative stated that they would look into the cause of the issueTheir response still does not address the issue behind the complaint
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concerns and explained the terms of sale
***
Our representative informed Mr*** that the order could not be processed at the price he requested due to a pricing errorFurthermore, as per Dell policy, we would be unable to reinstate the order at the incorrect pricePlease note that Dell makes every effort to avoid errors on the Dell website, as we fully understand the bad experience it can cause our customers and DellSometimes an error may occur and for this reason, throughout Dell’s website, there is messaging, which indicates Dell reserves the right to cancel orders arising from pricing or other errors. Credit for the invalid order has been posted to the original form of paymentWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience Our representative may be contacted directly by e-mail at ***@Dell.com, in case MrSun 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 *** ***Our representative has been in contact with him and, per the terms and conditions of the Dell Limited Warranty, respectfully denied his request for a free repairMr***
has previously declined out of warranty service to his systemHowever; as a onetime goodwill gesture, a discounted out of warranty repair has been offeredMr*** declinedThe Dell Out-of-Warranty Repair Department remains available to assist, should he change his mind
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, *** agreed, with Ms*** ***, to send a coupon and advised her on its use*** verified the coupon has been sentWe regret any
dissatisfaction the *** may have experienced and *** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because: The only way to know if the computer is a dual channel memory system is to PHYSICALLY open the hardware and installing new RAMI verified times with Dell asking if the laptop was able to do dual channel and all times (one before initial purchase of the system, and other times after) the Dell customer service rep CONFIRMED with me that my system was Dual Channel capable once I was ready to upgrade the ramDell's response is basically saying I am at fault for not upgrading my system within days and that's unacceptableI showed proof that the dell rep confirmed the system is susposed to be dual channel, I showed proof in my purchase statement its supposed to be dual channel and I still have warranty on the systemIts dell's RESPONSIBILITY to have this replaced as my warranty covers hardware and not only is the hardware not working like it supposed to, it's not even the right hardwareThis is not the first time dell knowingly sold the wrong product and never did anyting about it as well to the consumer
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 submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction
the customer may have experienced and appreciate the feedback providedThe representative authorized an exchangeOur records indicate the order was delivered on December 28th, Any further questions we request the customer contact the representative ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: Let me simplify this issue the best I can for youDell.com is selling used products that they mark as newThis is fraudNot only are they fraudulently selling used products as new, they are charging new prices for used equipmentIf you would take a look at any of Dell's competitors they are forced to list returned items as "open box" instead of new, because marking a used product as new is fraudDell does not seem the grasp this ideaFurthermore, Dell is not only committing fraud by their sales tactics, they are issue in house credit to help their customers buy their fraudulent productsSince Dell is a publicly traded company, it appears they care more about their profits than they do their fraudulent advertising.Additionally, Dell is continuing to use this practice on their customersWhat Dell is doing is illegalI believe they insist on me dealing with their low level customer service representative in attempt to minimize their actionsI am more than willing to speak with someone from an American Dell corporate office who understands the severity of what is going onSince I know that the person who responds to Revdex.com complaints isn't the same person who is calling me, I am going to leave my phone number in this message so someone from your corporate office can call me directlyMy number is ###-###-####.
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 submission
A Dell representative,
Sreejith 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. Srrejith has processed the customer’s refund that will appear on their next billing cycle. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting ***Contact or for online assistance at ***. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***. Our representative, ***, dispatched onsite service and our records indicate the
service is complete, however; Ms*** has not responded to subsequent contact attemptsWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our records indicate the system has been delivered, however; Mr*** has not responded to multiple contact attemptsWe regret any dissatisfaction Mr*** may have experienced and
appreciate the feedback provided regarding his Dell Experience. Our representative, ***, may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Today’s Date: 05/20/2016 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 correspondenceThe
customer states technical concerns with their unitAt this time the agent has resolved the matter and taken the customers feedback or a previous support sessionDell apologizes for any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions or concerns in the 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 customerThank you for providing a copy of the submissionIn regards to the customer receiving a refurbished system this is in the terms and condition of the warrantyThe representative *** has contacted the customer and will confirm the refurbished system is working as designedThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and, per the terms and conditions of the sale and the Dell Limited Warranty, respectfully denied the request for a new
system exchange or a refundOur representative offered depot service or a refurbished system exchange, however; the customer declinedOur representative remains available to assist the customer, per the terms and conditions of the Dell Limited Warranty*** Sincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
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 order and wants a refundWe regret any dissatisfaction they may have
experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative explained the Terms of Sale and the Return PolicyHowever, in the interest of customer satisfaction, our representative processed a return for order number ***Furthermore, our records indicate that the credit has been posted to the original form of paymentThey should see this reflected on their next monthly billing statementShould Mr*** have any additional concerns regarding this case, he 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
Thank you for providing a copy of the customer’s submission. Dell representative, ***, is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintWe remain available to assist. Please have the customer
contact the representative by email at ***@Dell.com
Dear Revdex.com,
This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe Xbox live card is considered a service it is not currency which is why it is taxableWe have included a couple of links for the customer to review:
*** *** Please have the customer contact the representative by emailing at ***@Dell.com with any additional questions or concerns
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell service and support and wants assistance sorting out his accountWe regret any dissatisfaction he may have experienced and appreciate the feedback provided
Dell is aware that unauthorized callers are using the Dell company name and those of our business partners to potentially coerce customers into making fraudulent payments in return for unsolicited support This is recognized as an on-going industry wide issue when unsolicited technical support calls come from individuals using a variety of company names Since the date of the submission, a Dell representative contacted Mr*** to discuss his concerns Our representative, for customer satisfaction reasons, processed Return Authorizations and Mr***’ Dell account has been refunded in full Should he receive any further unwanted calls, we would request that Mr*** report this matter to the FTC Our representative provided his contact information and will remain available should Mr*** need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because: when I contacted the sales department at DELL on two ocassions, they stated it was invalidI communictaed with Mr*** *** once more and he verbally gave me the exact same number ***I called sales once more and the CSR hung up on meBevause the card was mailed to a family member (back in January) I do not have a pin# for the original "bad" cardI've been paying interest on this card through my inconvenient DELL account and I think it's ridiculous that they refuse to deal with a refund to my DELL accountThis is obviously an error on behalf of their third party company they use to issue their DELL gift cards
Regards,
*** ***
Complaint: ***
I am rejecting this response because:As I mentioned before, I want to carry on a respectable dialogue with someone via email so there is documentationI have been promised a great many things from representatives of this company and very few of them have come to fruitionI have said this a NUMBER of times, and yet they still call meThere is no reason to call other than to promise me things that they will NOT deliverI bought this computer almost a year ago and they still are not able to provide me with a working deviceI have complied with their request to ship it back and then have to wait an entire day so that I was there when they shipped it back, and then my mother had to go get it from Fed ExSo I think that Dell is going to continue this game until they have decided that the warranty period is over and they can deny any responsibility to this problem that they causedI have to say, if I were to run into Michael Dell on the street, I would have to spit in his face at this pointHe's nothing but a low life thiefDell can either come and fix the computer at my home or they can give me my money backI will not accept any phone calls as I am on call at my hospital and I cannot take the time to spend with Dell on the phone, nor do I want to
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** has followed up with the customerThe representative is attempting to schedule time with the customer to discuss the complaintWe are providing this update due to the Revdex.com time frame for the business to respondThe
representative remains available to assist the customerWe request the customer contact the representative by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: The facts were case were mis-represented in the responseThe underlying issue was not that Dell canceled the order without consentThe issue was that Dell canceled the order without any notification, after multiple order confirmationsTheir lack of notification put my business in a bad position since the delivery was expected by Dell's quoted dateWhen they canceled the order without communication, I was unable to make other plans to acquire replacements by the date they were neededThe phone representative stated that they would look into the cause of the issueTheir response still does not address the issue behind the complaint
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concerns and explained the terms of sale
***
Our representative informed Mr*** that the order could not be processed at the price he requested due to a pricing errorFurthermore, as per Dell policy, we would be unable to reinstate the order at the incorrect pricePlease note that Dell makes every effort to avoid errors on the Dell website, as we fully understand the bad experience it can cause our customers and DellSometimes an error may occur and for this reason, throughout Dell’s website, there is messaging, which indicates Dell reserves the right to cancel orders arising from pricing or other errors. Credit for the invalid order has been posted to the original form of paymentWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience Our representative may be contacted directly by e-mail at ***@Dell.com, in case MrSun 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 *** ***Our representative has been in contact with him and, per the terms and conditions of the Dell Limited Warranty, respectfully denied his request for a free repairMr***
has previously declined out of warranty service to his systemHowever; as a onetime goodwill gesture, a discounted out of warranty repair has been offeredMr*** declinedThe Dell Out-of-Warranty Repair Department remains available to assist, should he change his mind
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, *** agreed, with Ms*** ***, to send a coupon and advised her on its use*** verified the coupon has been sentWe regret any
dissatisfaction the *** may have experienced and *** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because: The only way to know if the computer is a dual channel memory system is to PHYSICALLY open the hardware and installing new RAMI verified times with Dell asking if the laptop was able to do dual channel and all times (one before initial purchase of the system, and other times after) the Dell customer service rep CONFIRMED with me that my system was Dual Channel capable once I was ready to upgrade the ramDell's response is basically saying I am at fault for not upgrading my system within days and that's unacceptableI showed proof that the dell rep confirmed the system is susposed to be dual channel, I showed proof in my purchase statement its supposed to be dual channel and I still have warranty on the systemIts dell's RESPONSIBILITY to have this replaced as my warranty covers hardware and not only is the hardware not working like it supposed to, it's not even the right hardwareThis is not the first time dell knowingly sold the wrong product and never did anyting about it as well to the consumer
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 submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction
the customer may have experienced and appreciate the feedback providedThe representative authorized an exchangeOur records indicate the order was delivered on December 28th, Any further questions we request the customer contact the representative ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: Let me simplify this issue the best I can for youDell.com is selling used products that they mark as newThis is fraudNot only are they fraudulently selling used products as new, they are charging new prices for used equipmentIf you would take a look at any of Dell's competitors they are forced to list returned items as "open box" instead of new, because marking a used product as new is fraudDell does not seem the grasp this ideaFurthermore, Dell is not only committing fraud by their sales tactics, they are issue in house credit to help their customers buy their fraudulent productsSince Dell is a publicly traded company, it appears they care more about their profits than they do their fraudulent advertising.Additionally, Dell is continuing to use this practice on their customersWhat Dell is doing is illegalI believe they insist on me dealing with their low level customer service representative in attempt to minimize their actionsI am more than willing to speak with someone from an American Dell corporate office who understands the severity of what is going onSince I know that the person who responds to Revdex.com complaints isn't the same person who is calling me, I am going to leave my phone number in this message so someone from your corporate office can call me directlyMy number is ###-###-####.
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 submission
A Dell representative,
Sreejith 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. Srrejith has processed the customer’s refund that will appear on their next billing cycle. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting ***Contact or for online assistance at ***. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***. Our representative, ***, dispatched onsite service and our records indicate the
service is complete, however; Ms*** has not responded to subsequent contact attemptsWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc