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 submissionThe representative is attempting to reach the customer by phone and emailPlease understand the representative will make attempts before closing the caseThe 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 *** *** ***A Dell representative recently contacted *** *** regarding his concernsOur representative explained the terms and condition of the limited hardware warranty
http://www.dell.com/learn/ca/en/cacorp1/solutions/limited-hardware-warranties
In the interest of customer satisfaction, our representative provided *** *** with an operating system USB Key and followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***, in case *** *** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: They refused to return or refund me for the tablet and accessoriesThe credit they issued was a courtesy credit of $for all of the misunderstandings and information the representatives had given meOne representative would say I would be able to return the items but then I would get transferred to another representative that would say I couldn'tWorst customer experience everI will not ever do business with Dell, nor will I ever recommend this companyThe $credit doesn't even cover the carrying case I purchased which was $I'm stuck with a device and accessories I have no use for due to lack of technological support for Windows tablets.
Regards,
*** ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative offered the customer either depot service or a return for refundThe customer accepted depot service and our records indicate the service has been completed and the customer verifies the system has been received and is functioning without any issuesWe 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, *** *** ***Incident ID: 32756527Dell Inc
Complaint: ***
I am rejecting this response because:I have pictures from online message with dell stating that they ran out of inventory The exact message from *** was "due to high demand the item quickly went out of stock and unfortunately there may have been a short order Just because you ran out of inventory doesn't mean I shouldn't get what I ordered The customer service and excuses I have received from dell are absolutely horrible .
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 a refund processed back to his gift card We regret any dissatisfaction he may have experienced and appreciate the feedback
Since the date of the submission, a Dell representative contacted the customer to provide assistance and the refund has been processed to the customer’s gift card as he requested The customer may 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, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionWith regard to the request for monetary compensation or reimbursement for shipping to FPO; Dell’s written policies, including as part of Terms and Conditions of Sale, dictate that Dell is not responsible for such compensationDell considers the issue closedSincerely, Advanced Resolution Group Incident ID#*** Dell Inc
Today’s Date: 08/05/2015 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 correspondenceWe
thank the customer for their time and patience during this processThe customer may also contact the representative at *** . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, This matter has been previously addressed, no alterations have been/will be made to the final resolutionThe customers system has been supported and the terms and conditions of the warrantyAs stated in your Service Contract, Dell "…uses new and reconditioned parts made by various manufacturers in performing warranty repairs and building replacement products.” This policy provides Dell customers with quality parts and components, thoroughly tested prior to shipment to ensure they meet our rigorous standardsWhether the parts are reconditioned or new, Dell stands behind their quality and will offer full support for them if necessaryAll replacement parts, including full system replacements, will continue to be covered under your original system warrantyDell is committed to providing only the highest-quality products and service to its customersIf the customer would like to move forward with the resolution offered we ask that she contact ***@Dell.comSincerely, Advanced Resolution Group Incident ID# *** Dell
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 assisted the customer in working with the 3rd party software company to get a resolutionWe remain available to assist the customer if there are any further concerns the representative can be reached by email at ***@Dell.com Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:
Regards,
*** * ***
I read the response from *** With Dell Online. I understand they are not going to make any other adjustments. The explanation given by them, that the monitor needed to be chosen when purchasing the computer is inaccurate. I will try to explain, again It was clearly listed as the Dell XPS Intel Desktop PC bundled with the Dell 52715H 27" LED Backlit LCD Monitor for $with a coupon code, "which cuts it to $with free shipping" . The picture even showed the computer and a monitor. My coupon code was accepted; payment made; the deal was then changed to a desktop computer only. I have received the refund after returning the computer. I will choose not to do business with Dell Online again because of this unprofessional, dishonest, and probably illegal advertising. I completely understand they are unwilling or unable to make this right at this time. However, my principles dictate that I make this business deal completely clear. If the Revdex.com is unable to impose sanction, discipline, award legal opinion,etc., then there is no reason for me to have any further discussion between the Revdex.com, Dell Online, and myself
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative worked with our account verification team to resolve this matterOur records
show that a credit for order# *** has been posted to the original form of paymentOur 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
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently spoke to Ms*** regarding her concernsOur representative explained the terms of sale, limited hardware warranty, and the return policyAs a
gesture of goodwill and in the interest of customer satisfaction, our representative processed a product return Please note that the credit has been posted to the original form of paymentOur 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 via e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: *** Dell Inc
A Dell representative is continuing to work with Ms*** to achieve an amicable resolution for her concernsAn onsite service has been scheduled for August 22, 2016; once completed, our representative will follto confirm resolutionOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
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 confirmed that the order# *** was delivered on December 18th,
under *** tracking number ***We 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
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ***-***. Thank you for providing a copy of the customer’s submission Our records
indicate Dell representative; *** *** has provided the customer with a new system exchange and has authorized Dell to pay to extend the system hardware warranty by six (6) months. The customer had originally agreed to this resolution. Dell system is setup so when a new system quote is being arranged, it automatically includes a warranty. When *** presented the quote to the customer for his approval on the hardware, *** informed the customer on the very email the quote was presented, that the hardware warranty from the original order and/or original service tag number, will transfer to the new system exchange. Once the new system was shipped to the customer, as promised, *** authorized Dell to pay to extend the customer’s system warranty by six (6) month. The customer has since, requested Dell/*** to pay to extend his new system hardware warranty by three (3) years. *** has explained numerous times to the customer this is not possible. Dell encourages the customer to review the Terms and Conditions of his system hardware warranty so he has a better understanding of the process. Dell will continue to support the customer’s computer per the Terms and Condition of the hardware warranty until said warranty has expired or is no longer valid. The customer has ***’s contact information should he need any further assistance. Sincerely, Advanced Resolution Group Incident ID# *** Dell
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 provide assistance and an exchange computer was subsequently sent to the customer Our representative followed up to verify receipt of the replacement computer and processed a return shipping label for the original computer to be returned to Dell 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell order We regret any miscommunication which may have occurred and appreciate the feedback
When a request is made to build a Dell computer, we are unable to guarantee a shipping date and can only provide an estimate, usually within seven business days In this case, the computer went into production on August 15, 2016, and was delivered on August 24, On August 30, 2016, Dell records indicate, for customer satisfaction reasons, the customer was provided a $concession coupon Since the date of the submission, a Dell representative contacted the customer to provide assistance and processed a Return Authorization for a refund The customer subsequently elected to keep the computer and requested an additional concession, which was denied We ask that the customer 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 the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfaction, our representative processed a replacement unitOur records
show that the replacement order#*** was received by Mr*** on February 9th, under FedEx Tracking# ***Our representative also followed up to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him 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 Mr*** has any further concerns regarding this case. 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 submissionThe representative is attempting to reach the customer by phone and emailPlease understand the representative will make attempts before closing the caseThe 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 *** *** ***A Dell representative recently contacted *** *** regarding his concernsOur representative explained the terms and condition of the limited hardware warranty
http://www.dell.com/learn/ca/en/cacorp1/solutions/limited-hardware-warranties
In the interest of customer satisfaction, our representative provided *** *** with an operating system USB Key and followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***, in case *** *** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: They refused to return or refund me for the tablet and accessoriesThe credit they issued was a courtesy credit of $for all of the misunderstandings and information the representatives had given meOne representative would say I would be able to return the items but then I would get transferred to another representative that would say I couldn'tWorst customer experience everI will not ever do business with Dell, nor will I ever recommend this companyThe $credit doesn't even cover the carrying case I purchased which was $I'm stuck with a device and accessories I have no use for due to lack of technological support for Windows tablets.
Regards,
*** ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative offered the customer either depot service or a return for refundThe customer accepted depot service and our records indicate the service has been completed and the customer verifies the system has been received and is functioning without any issuesWe 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, *** *** ***Incident ID: 32756527Dell Inc
Complaint: ***
I am rejecting this response because:I have pictures from online message with dell stating that they ran out of inventory The exact message from *** was "due to high demand the item quickly went out of stock and unfortunately there may have been a short order Just because you ran out of inventory doesn't mean I shouldn't get what I ordered The customer service and excuses I have received from dell are absolutely horrible .
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 a refund processed back to his gift card We regret any dissatisfaction he may have experienced and appreciate the feedback
Since the date of the submission, a Dell representative contacted the customer to provide assistance and the refund has been processed to the customer’s gift card as he requested The customer may 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, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionWith regard to the request for monetary compensation or reimbursement for shipping to FPO; Dell’s written policies, including as part of Terms and Conditions of Sale, dictate that Dell is not responsible for such compensationDell considers the issue closedSincerely, Advanced Resolution Group Incident ID#*** Dell Inc
Today’s Date: 08/05/2015 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 correspondenceWe
thank the customer for their time and patience during this processThe customer may also contact the representative at *** . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, This matter has been previously addressed, no alterations have been/will be made to the final resolutionThe customers system has been supported and the terms and conditions of the warrantyAs stated in your Service Contract, Dell "…uses new and reconditioned parts made by various manufacturers in performing warranty repairs and building replacement products.” This policy provides Dell customers with quality parts and components, thoroughly tested prior to shipment to ensure they meet our rigorous standardsWhether the parts are reconditioned or new, Dell stands behind their quality and will offer full support for them if necessaryAll replacement parts, including full system replacements, will continue to be covered under your original system warrantyDell is committed to providing only the highest-quality products and service to its customersIf the customer would like to move forward with the resolution offered we ask that she contact ***@Dell.comSincerely, Advanced Resolution Group Incident ID# *** Dell
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 assisted the customer in working with the 3rd party software company to get a resolutionWe remain available to assist the customer if there are any further concerns the representative can be reached by email at ***@Dell.com Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:
Regards,
*** * ***
I read the response from *** With Dell Online. I understand they are not going to make any other adjustments. The explanation given by them, that the monitor needed to be chosen when purchasing the computer is inaccurate. I will try to explain, again It was clearly listed as the Dell XPS Intel Desktop PC bundled with the Dell 52715H 27" LED Backlit LCD Monitor for $with a coupon code, "which cuts it to $with free shipping" . The picture even showed the computer and a monitor. My coupon code was accepted; payment made; the deal was then changed to a desktop computer only. I have received the refund after returning the computer. I will choose not to do business with Dell Online again because of this unprofessional, dishonest, and probably illegal advertising. I completely understand they are unwilling or unable to make this right at this time. However, my principles dictate that I make this business deal completely clear. If the Revdex.com is unable to impose sanction, discipline, award legal opinion,etc., then there is no reason for me to have any further discussion between the Revdex.com, Dell Online, and myself
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative worked with our account verification team to resolve this matterOur records
show that a credit for order# *** has been posted to the original form of paymentOur 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
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently spoke to Ms*** regarding her concernsOur representative explained the terms of sale, limited hardware warranty, and the return policyAs a
gesture of goodwill and in the interest of customer satisfaction, our representative processed a product return Please note that the credit has been posted to the original form of paymentOur 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 via e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: *** Dell Inc
A Dell representative is continuing to work with Ms*** to achieve an amicable resolution for her concernsAn onsite service has been scheduled for August 22, 2016; once completed, our representative will follto confirm resolutionOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
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 confirmed that the order# *** was delivered on December 18th,
under *** tracking number ***We 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
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ***-***. Thank you for providing a copy of the customer’s submission Our records
indicate Dell representative; *** *** has provided the customer with a new system exchange and has authorized Dell to pay to extend the system hardware warranty by six (6) months. The customer had originally agreed to this resolution. Dell system is setup so when a new system quote is being arranged, it automatically includes a warranty. When *** presented the quote to the customer for his approval on the hardware, *** informed the customer on the very email the quote was presented, that the hardware warranty from the original order and/or original service tag number, will transfer to the new system exchange. Once the new system was shipped to the customer, as promised, *** authorized Dell to pay to extend the customer’s system warranty by six (6) month. The customer has since, requested Dell/*** to pay to extend his new system hardware warranty by three (3) years. *** has explained numerous times to the customer this is not possible. Dell encourages the customer to review the Terms and Conditions of his system hardware warranty so he has a better understanding of the process. Dell will continue to support the customer’s computer per the Terms and Condition of the hardware warranty until said warranty has expired or is no longer valid. The customer has ***’s contact information should he need any further assistance. Sincerely, Advanced Resolution Group Incident ID# *** Dell
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 provide assistance and an exchange computer was subsequently sent to the customer Our representative followed up to verify receipt of the replacement computer and processed a return shipping label for the original computer to be returned to Dell 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:A customer should not have to wait days for a refund. Shame on you Dell.
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell order We regret any miscommunication which may have occurred and appreciate the feedback
When a request is made to build a Dell computer, we are unable to guarantee a shipping date and can only provide an estimate, usually within seven business days In this case, the computer went into production on August 15, 2016, and was delivered on August 24, On August 30, 2016, Dell records indicate, for customer satisfaction reasons, the customer was provided a $concession coupon Since the date of the submission, a Dell representative contacted the customer to provide assistance and processed a Return Authorization for a refund The customer subsequently elected to keep the computer and requested an additional concession, which was denied We ask that the customer 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 the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfaction, our representative processed a replacement unitOur records
show that the replacement order#*** was received by Mr*** on February 9th, under FedEx Tracking# ***Our representative also followed up to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him 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 Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: *** Dell Inc