Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsAfter further review, our representative processed a replacement AC-Adapter and 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 ***, in case Ms*** 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 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 to the customer for the experience and would make sure the correct management staff was provided the informationThe representative confirmed the customer the issue has been resolvedThe system has been repaired under the warranty and the customer has received it backPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely 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 Dell to provide her a working computer We regret any dissatisfaction she may have experienced and appreciate the feedback
Dell records indicate many efforts on Dell’s part were made to assist the customer including a new system exchange The replacement computer did not resolve this matter which may indicate the customer has a software issue which would not be resolved by sending another computer Although the customer claims Best Buy technicians determined this is a hardware issue, no information was provided regarding any specific hardware component failure. Per the terms of Dell’s Limited Hardware Warranty, in order to obtain support, it would be necessary for the customer to engage with a Dell technical representative to perform diagnostics to determine what, if any, hardware component is not functioning properly Since the date of the submission, a Dell representative contacted the customer and offered support, per the terms of the warranty, however, to date, the customer has refused to work with our technical representatives to perform diagnostics Dell cannot provide support under the warranty without the customer’s cooperation to determine the cause of the issue We remain ready to assist the customer within the terms of the warranty and our other policies 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,Advanced Resolution GroupIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: You sent me one PC with issues. Then you send a PC that won't go with what I need, then you send a replacement that has issues, send out a tech guy with a used refurbished motherboard that doesn't work. Now, the tech guy was at my home saw the replacement didn't work, documented the issue. I contacted you while the tech guy was here, you are now wanting to have me mail my PC to you to fix when you couldn't send me a working unit to begin with, and have already replaced parts. No. No. And further, no. You can send a tech guy to my home that knows what he's doing, send the right parts, and fix it. I cannot go without a PC. I work from home, I need the PC. The only option is send a tech guy to replace and make it work before they leave or we need to discuss what other option is left. My money back.
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 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
Complaint: ***
I am rejecting this response because: Thanks for explaining how the process is supposed to worknow the thing to do is for Dell to verify that it's actually being done.Dell is claiming that after 3-business days it should leave my "Dell account" and be pushed to Discover.Greatnow verify that this has happened, because Discover has no signs of a refund It's been weeks!
Regards,
*** ***
Thank you for providing a copy of the customers’ submissionDell representative ***, is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintPlease have the customer contact the representative by email at
***
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 representative explained that the order she received was at no charge and was done as a goodwill gestureIf the customer has any further question or concerns she may contact the representative by emailing ***@Dell.com Advanced Resolution Group Incident *** Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal posted by the customer, *** ***. Thank you for letting Dell know about the customer’s new concern. Since the customer has questions regarding his credit report and how Dell Financial Services (DFS) report account transactions; Dell believes this would be best answered by DFS directly. We ask that the Revdex.com reassign the case to DFS. Dell has notified DFS. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell representative confirmed the Dell Financial account balance is zeroOur representative may be contacted directly by e-mail at ***@Dell.com 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 concernsThe representative asked him to complete the transfer of ownership form and explained the terms of
limited hardware warranty, which does not cover accidental damage
***
***
***
Please note that our representative offered fee-based repair; however, Mr*** elected not to accept our offer of assistanceHis request for free repair or replacement was respectfully deniedMr*** is most welcome to take advantage of our out of warranty fee based service and support by calling ###-###-####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
Complaint: ***
I am rejecting this response because: Dell says its my responsibility to know that I had Dell Advantage to use in no physical email, or snail mail about gift cardsI had no knowledge that I had any rewardsIf I didn't try and find out this time about Dell Advantage or disadvantage as it should be calledI have called over times to every person from CEO - to customer service and its very hard to get a straight answer from DELL. I lost over $in 2013, and would have lost over $this timeIts very hard to find out if discounts are applied to your purchasesBeing a 100% disabled veteran offered discounts to make purchases from Dell I try to use what's offeredI feel Dell is being extremely unreasonable in not reactivating my gift cards for future purchasesDisappointed not surprised in the responses from DELLContinue to say its the customers are at fault, instead of helping the customer
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Dell did not address my complaint at allThey said Black Friday offers had expiredMy complaint was not about Black FridayMy complaint was about an offer for a $discount if I purchased a computer with Dell FinancialWhich I didI do not accept that this offer was invalid on Cyber Monday, the day I bought the computer.Dell should address my complaint and not give a cut and paste answer
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I never was given a key code for Microsoft Office 2016. When I purchased my computer, I added the Microsoft Office to my order, paid for Microsoft Office and the people at DELL installed the Microsoft Office in my computer prior to shipping the computer to me. The email I received from Dell says:With regards to Microsoft office, we do not have an option to send the media CD and you will need to log into your Microsoft account and download the software as and when required as directed by Microsoft.You would have received the activation key for Microsoft office so I would request you to keep the key safe as neither Dell nor Microsoft keep a copy of the same and in case the key is lost you will need to purchase a new one. Well, I never got a key code because I was not the person who installed it in my PC and Dell never sent me the key code or recorded it on any of the shipping documents, etcso I do not have a key code to use if I had to go to my Microsoft account online to re-download itDell needs to give me the key code seeing they did the install and if they do not have it then they need to give me another copy of Microsoft office because I should not have to purchase another Microsoft Office to reload it if and when necessary because I was never given a key code from DellThey never sent me an email with the key code after loading the software into my PC.
Regards,
*** ***
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,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell
has a thirty (30) day Return Period and, as the order invoiced during 2015, a refund would not be an optionOur records indicate the customer currently resides outside of the United States and has transferred the warranty support to his current location where he has been offered parts replacement per the terms of Dell’s Limited Hardware Warranty Alternatively, as the customer indicated he will be returning to the United States in mid-December, he has been offered a refurbished exchange computer once he has an address in the United States These offers will be valid until December 31, 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, 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 followed up with the customer who confirmed he has received the gift cardAt this time Dell moves to close this issueOur representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** 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
Dell representative,
***, is working with Mr*** to resolve this matterOur records indicate, the credit for order number *** has been processedShould he have any additional concerns regarding this case, he can reach out to our representative directly by e-mail at ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsAfter further review, our representative processed a replacement AC-Adapter and 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 ***, in case Ms*** 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 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 to the customer for the experience and would make sure the correct management staff was provided the informationThe representative confirmed the customer the issue has been resolvedThe system has been repaired under the warranty and the customer has received it backPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely 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 Dell to provide her a working computer We regret any dissatisfaction she may have experienced and appreciate the feedback
Dell records indicate many efforts on Dell’s part were made to assist the customer including a new system exchange The replacement computer did not resolve this matter which may indicate the customer has a software issue which would not be resolved by sending another computer Although the customer claims Best Buy technicians determined this is a hardware issue, no information was provided regarding any specific hardware component failure. Per the terms of Dell’s Limited Hardware Warranty, in order to obtain support, it would be necessary for the customer to engage with a Dell technical representative to perform diagnostics to determine what, if any, hardware component is not functioning properly Since the date of the submission, a Dell representative contacted the customer and offered support, per the terms of the warranty, however, to date, the customer has refused to work with our technical representatives to perform diagnostics Dell cannot provide support under the warranty without the customer’s cooperation to determine the cause of the issue We remain ready to assist the customer within the terms of the warranty and our other policies 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,Advanced Resolution GroupIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: You sent me one PC with issues. Then you send a PC that won't go with what I need, then you send a replacement that has issues, send out a tech guy with a used refurbished motherboard that doesn't work. Now, the tech guy was at my home saw the replacement didn't work, documented the issue. I contacted you while the tech guy was here, you are now wanting to have me mail my PC to you to fix when you couldn't send me a working unit to begin with, and have already replaced parts. No. No. And further, no. You can send a tech guy to my home that knows what he's doing, send the right parts, and fix it. I cannot go without a PC. I work from home, I need the PC. The only option is send a tech guy to replace and make it work before they leave or we need to discuss what other option is left. My money back.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I want a full refund
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 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
Complaint: ***
I am rejecting this response because: Thanks for explaining how the process is supposed to worknow the thing to do is for Dell to verify that it's actually being done.Dell is claiming that after 3-business days it should leave my "Dell account" and be pushed to Discover.Greatnow verify that this has happened, because Discover has no signs of a refund It's been weeks!
Regards,
*** ***
Thank you for providing a copy of the customers’ submissionDell representative ***, is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintPlease have the customer contact the representative by email at
***
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 representative explained that the order she received was at no charge and was done as a goodwill gestureIf the customer has any further question or concerns she may contact the representative by emailing ***@Dell.com Advanced Resolution Group Incident *** Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal posted by the customer, *** ***. Thank you for letting Dell know about the customer’s new concern. Since the customer has questions regarding his credit report and how Dell Financial Services (DFS) report account transactions; Dell believes this would be best answered by DFS directly. We ask that the Revdex.com reassign the case to DFS. Dell has notified DFS. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell representative confirmed the Dell Financial account balance is zeroOur representative may be contacted directly by e-mail at ***@Dell.com 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 concernsThe representative asked him to complete the transfer of ownership form and explained the terms of
limited hardware warranty, which does not cover accidental damage
***
***
***
Please note that our representative offered fee-based repair; however, Mr*** elected not to accept our offer of assistanceHis request for free repair or replacement was respectfully deniedMr*** is most welcome to take advantage of our out of warranty fee based service and support by calling ###-###-####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
Complaint: ***
I am rejecting this response because: Dell says its my responsibility to know that I had Dell Advantage to use in no physical email, or snail mail about gift cardsI had no knowledge that I had any rewardsIf I didn't try and find out this time about Dell Advantage or disadvantage as it should be calledI have called over times to every person from CEO - to customer service and its very hard to get a straight answer from DELL. I lost over $in 2013, and would have lost over $this timeIts very hard to find out if discounts are applied to your purchasesBeing a 100% disabled veteran offered discounts to make purchases from Dell I try to use what's offeredI feel Dell is being extremely unreasonable in not reactivating my gift cards for future purchasesDisappointed not surprised in the responses from DELLContinue to say its the customers are at fault, instead of helping the customer
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Dell did not address my complaint at allThey said Black Friday offers had expiredMy complaint was not about Black FridayMy complaint was about an offer for a $discount if I purchased a computer with Dell FinancialWhich I didI do not accept that this offer was invalid on Cyber Monday, the day I bought the computer.Dell should address my complaint and not give a cut and paste answer
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I never was given a key code for Microsoft Office 2016. When I purchased my computer, I added the Microsoft Office to my order, paid for Microsoft Office and the people at DELL installed the Microsoft Office in my computer prior to shipping the computer to me. The email I received from Dell says:With regards to Microsoft office, we do not have an option to send the media CD and you will need to log into your Microsoft account and download the software as and when required as directed by Microsoft.You would have received the activation key for Microsoft office so I would request you to keep the key safe as neither Dell nor Microsoft keep a copy of the same and in case the key is lost you will need to purchase a new one. Well, I never got a key code because I was not the person who installed it in my PC and Dell never sent me the key code or recorded it on any of the shipping documents, etcso I do not have a key code to use if I had to go to my Microsoft account online to re-download itDell needs to give me the key code seeing they did the install and if they do not have it then they need to give me another copy of Microsoft office because I should not have to purchase another Microsoft Office to reload it if and when necessary because I was never given a key code from DellThey never sent me an email with the key code after loading the software into my PC.
Regards,
*** ***
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,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell
has a thirty (30) day Return Period and, as the order invoiced during 2015, a refund would not be an optionOur records indicate the customer currently resides outside of the United States and has transferred the warranty support to his current location where he has been offered parts replacement per the terms of Dell’s Limited Hardware Warranty Alternatively, as the customer indicated he will be returning to the United States in mid-December, he has been offered a refurbished exchange computer once he has an address in the United States These offers will be valid until December 31, 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, 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 followed up with the customer who confirmed he has received the gift cardAt this time Dell moves to close this issueOur representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** 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
Dell representative,
***, is working with Mr*** to resolve this matterOur records indicate, the credit for order number *** has been processedShould he have any additional concerns regarding this case, he can reach out to our representative directly by e-mail at ***