Thank you for providing a copy of the customer’s correspondenceA Dell representative has contacted *** *** *** to achieve a resolution for her concernsOur representative may be contacted via e-mail at ***
Dear Revdex.com, Our records indicate that Dell representative *** has authorized an exchange be processedThe representative will follow up once shipping information is availableThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by MsDhana MartinA Dell representative recently spoke to *** *** regarding her concernsOur representative explained the terms of sale and the limited hardware warrantyAs a gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement unit was delivered on June 24th, Our representative also followto 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 via 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:
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, 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
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 system delivery at the depotThe representative expedited the repair and followed up with the customerThe customer has confirmed receipt of the system and issues are resolved
Please have the customer contact the representative by email at ***
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Thank you for providing a copy of the customer’s submission. Dell representative, *** has been assigned to this case and has initiated contact with *** *** by phone and email; in their attempt to work with the customer and bring this matter to a reasonable resolution.
We ask that the customer works with ***, who can be reached directly by email at ***@Dell.com
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 the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concerns and explained the terms of the limited hardware warranty ***Furthermore,
we’ve reviewed the pictures of the damage to the Monitor and verified that it’s not covered by the limited hardware warrantyHis request for a repair or replacement was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceShould Mr*** have any additional concerns, he can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***.
Sincerely,
Advanced Resolution Group
Incident ID ***Dell
Complaint: ***
I am rejecting this response because: $does not meet even a fraction of my costs due to their lack of knowledge of the system they sold me, intransigence, and lack of cooperation I understand that they have rejected my $compromise Is there any way to make them change their way of dealing with their customers?? It is not just me, as they have the lowest rating for customer support for a major computer manufacturer from Consumer Affairs, and all internet review sites, with thousands of vehement complaints None seem to feel that DELL has responded to their complaints in a fair mannerAlso, Dell does not seem concerned enough to change any of their policies. Look forward to your reply
Regards,
*** ***
Today’s Date: 08/13/2015 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
Complaint: ***
I am rejecting this response because: I understand you have limited items for sale but the hole reason I did not get one was the wrong info was given to meThe dell representative that contacted me told me that the item in question did go in fact live for sale before the time that was told to me. So I lost out on a item that you offered due to the inaccurate info I was given. The dell rep did apologize but all I was offered for my inconvenience was 10% off that is unacceptable do to I can give myself 10% off at dell with my coupons Ii received in the mailI told her that she told me there is nothing she can do so that's why I'm rejecting thisI had all the proof what I was told and the dell rep confirmed it
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,
*** 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. *** has had the sales team contact the customer and his order has been processed and shipped. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident 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 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: They lieI have made more than one complaint/repair request with DellOn September 6, 2017, Service tag #***As stated by Dell in October, February 16, 2018, service tag #***February 21, 2018, service tag #*** and February 23, 2018, service tag #***Plus on February 19, approximately hours spent with *** trying to reload their virus protection because of the Dell laptop failureSo as shown above, there is more than one issue with this laptopScreen and wifi antenna replaced, corrupt hard drive losing all information including *** virus protection, and other photos and documentsMissed meetings at work because of having to sit in front of the laptop while Dell techs attempt to make repairs, sometimes successfully and sometimes notOut of pocket expenses in the amount of $while laptop is on warrantyAnd on and onThis is in all honesty, the worst buying experience of anything in my years of life and the absolutely worst customer service I have ever experiencedAlso, my personal information been stolen from Dell and having scammers calling me with my personal information, phone number address and laptop model and purchase dates and calls in for repairs, is VERY disturbingAnd the constant denial that this ever happened is totally ridiculousI confirmed this when I called Dell in January after receiving my second call from a scammer indicating they were following up from my repairs from September 6th, A lady confirmed to me from Dell that there clients personal information was hacked and stolen and she had passed me on to Dell security to a gentleman who took my contact information and said someone from dell security would be in touch with me as I had concerns if my credit card information was also stolen (I bought the laptop directly from Dell)I was never contacted by Dell security so I had to cancel my credit card and request a new oneI have never been contacted from anyone from Dell regarding my concerns about the poor quality of this laptop and the ongoing issues, forgot to mention the battery barely holds a charge after only months, but online conversations about Dell is this happens oftenMy concern is that once the April 27, warranty expires this laptop will be useless due to the continuous ongoing issues I have had with itAlong with the countless hours spent on the phone with a variety of Dell techs trying to keep it running is unbelievableI have only spoken to a *** *** from the office of the Directors regarding the stolen personal information who continued to deny the stolen informationHe continued to say that Dell does not share any of its information, numerous times I said the info was not shared but stolen as confirmed by their staff In conclusion, I totally disagree with Dell's response, they need to be held accountable for manufacturing a very poor quality computer, lack of quality customer service and their lack of concern for letting our, their customers, personal information to be hacked and distributed to scammers
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, dispatched depot service, however; Mr*** still reports issues after the system was returned*** dispatched onsite service
and Mr*** requested a delay*** will remain engaged and may be contacted via email at ***@Dell.comWe regret any dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
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 submissionOur records indicate the Dell
representative; *** has been instrumental in assisting the customer to receive a full refund to her credit card for the equipment received back at Dell. We certainly do apologize for the delay in the crediting process. Additionally, *** has confirmed the customer has received her Gift Card. We are pleased the Revdex.com has brought this matter to our attention so we were able to address with finality this issue for our customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
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
A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at *** for any further assistance they may need regarding this matter
Thank you for providing a copy of the customer’s correspondenceA Dell representative has contacted *** *** *** to achieve a resolution for her concernsOur representative may be contacted via e-mail at ***
Complaint: ***
I am rejecting this response because: the refund has not been issued
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** has authorized an exchange be processedThe representative will follow up once shipping information is availableThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by MsDhana MartinA Dell representative recently spoke to *** *** regarding her concernsOur representative explained the terms of sale and the limited hardware warrantyAs a gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement unit was delivered on June 24th, Our representative also followto 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 via 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:
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, 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
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 system delivery at the depotThe representative expedited the repair and followed up with the customerThe customer has confirmed receipt of the system and issues are resolved
Please have the customer contact the representative by email at ***
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Thank you for providing a copy of the customer’s submission. Dell representative, *** has been assigned to this case and has initiated contact with *** *** by phone and email; in their attempt to work with the customer and bring this matter to a reasonable resolution.
We ask that the customer works with ***, who can be reached directly by email at ***@Dell.com
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 the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concerns and explained the terms of the limited hardware warranty ***Furthermore,
we’ve reviewed the pictures of the damage to the Monitor and verified that it’s not covered by the limited hardware warrantyHis request for a repair or replacement was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceShould Mr*** have any additional concerns, he can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***.
Sincerely,
Advanced Resolution Group
Incident ID ***Dell
Complaint: ***
I am rejecting this response because: $does not meet even a fraction of my costs due to their lack of knowledge of the system they sold me, intransigence, and lack of cooperation I understand that they have rejected my $compromise Is there any way to make them change their way of dealing with their customers?? It is not just me, as they have the lowest rating for customer support for a major computer manufacturer from Consumer Affairs, and all internet review sites, with thousands of vehement complaints None seem to feel that DELL has responded to their complaints in a fair mannerAlso, Dell does not seem concerned enough to change any of their policies. Look forward to your reply
Regards,
*** ***
Today’s Date: 08/13/2015 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
Complaint: ***
I am rejecting this response because: I understand you have limited items for sale but the hole reason I did not get one was the wrong info was given to meThe dell representative that contacted me told me that the item in question did go in fact live for sale before the time that was told to me. So I lost out on a item that you offered due to the inaccurate info I was given. The dell rep did apologize but all I was offered for my inconvenience was 10% off that is unacceptable do to I can give myself 10% off at dell with my coupons Ii received in the mailI told her that she told me there is nothing she can do so that's why I'm rejecting thisI had all the proof what I was told and the dell rep confirmed it
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,
*** 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. *** has had the sales team contact the customer and his order has been processed and shipped. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident 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 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: They lieI have made more than one complaint/repair request with DellOn September 6, 2017, Service tag #***As stated by Dell in October, February 16, 2018, service tag #***February 21, 2018, service tag #*** and February 23, 2018, service tag #***Plus on February 19, approximately hours spent with *** trying to reload their virus protection because of the Dell laptop failureSo as shown above, there is more than one issue with this laptopScreen and wifi antenna replaced, corrupt hard drive losing all information including *** virus protection, and other photos and documentsMissed meetings at work because of having to sit in front of the laptop while Dell techs attempt to make repairs, sometimes successfully and sometimes notOut of pocket expenses in the amount of $while laptop is on warrantyAnd on and onThis is in all honesty, the worst buying experience of anything in my years of life and the absolutely worst customer service I have ever experiencedAlso, my personal information been stolen from Dell and having scammers calling me with my personal information, phone number address and laptop model and purchase dates and calls in for repairs, is VERY disturbingAnd the constant denial that this ever happened is totally ridiculousI confirmed this when I called Dell in January after receiving my second call from a scammer indicating they were following up from my repairs from September 6th, A lady confirmed to me from Dell that there clients personal information was hacked and stolen and she had passed me on to Dell security to a gentleman who took my contact information and said someone from dell security would be in touch with me as I had concerns if my credit card information was also stolen (I bought the laptop directly from Dell)I was never contacted by Dell security so I had to cancel my credit card and request a new oneI have never been contacted from anyone from Dell regarding my concerns about the poor quality of this laptop and the ongoing issues, forgot to mention the battery barely holds a charge after only months, but online conversations about Dell is this happens oftenMy concern is that once the April 27, warranty expires this laptop will be useless due to the continuous ongoing issues I have had with itAlong with the countless hours spent on the phone with a variety of Dell techs trying to keep it running is unbelievableI have only spoken to a *** *** from the office of the Directors regarding the stolen personal information who continued to deny the stolen informationHe continued to say that Dell does not share any of its information, numerous times I said the info was not shared but stolen as confirmed by their staff In conclusion, I totally disagree with Dell's response, they need to be held accountable for manufacturing a very poor quality computer, lack of quality customer service and their lack of concern for letting our, their customers, personal information to be hacked and distributed to scammers
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, dispatched depot service, however; Mr*** still reports issues after the system was returned*** dispatched onsite service
and Mr*** requested a delay*** will remain engaged and may be contacted via email at ***@Dell.comWe regret any dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
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 submissionOur records indicate the Dell
representative; *** has been instrumental in assisting the customer to receive a full refund to her credit card for the equipment received back at Dell. We certainly do apologize for the delay in the crediting process. Additionally, *** has confirmed the customer has received her Gift Card. We are pleased the Revdex.com has brought this matter to our attention so we were able to address with finality this issue for our customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
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
A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at *** for any further assistance they may need regarding this matter