Today’s Date: 07/14/2015 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 correspondenceThe customer states technical concerns with her Dell systemAt this time the agent has contacted the customer and offered to troubleshoot the matterThe customer has declined troubleshooting and requests only a refund or a new unitThe unit was purchased in April 2012 and a refund is not possible, additionally Dell must troubleshoot the system first in order to determine where the issue is centered around. We thank the customer for their time and patience during this processThe customer may contact the representative at ***@Dell.com should they reconsider troubleshooting the system in order to work towards an amicable resolution. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: The product was defective during the warranty period, that is why I was offered a $towards a purchase of a Dell product by their companyThey are denying that and I have emails that can prove this, they have since rescinded the $also
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 Our records indicate
Dell representative; *** has addressed this matter with our customer. The customer had purchased two Dell laptops, but has returned one to Dell for a refund. *** has confirmed refund amounts with the customer by email and has asked Ms*** to follow up with her directly if there should be any further concerns in this matter. Dell realizes situations such as this can be disappointing for our customers so we truly do apologize. 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
Thank you for the opportunity to address the correspondence submitted by Mr
*** ***A Dell representative contacted Mr*** by phone and e-mail; however, has not been able to discuss the contents of his correspondencePlease have him contact our representative at ***@Dell.com to avoid further delays in this matter
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 apologized for the problemsThe customer received a refund on 6/15/for repair chargeThe representative arranged for system to be brought back to the depotOur records indicate system has now been completely repaired and delivered on 7/29/
The customer may contact the representative by email at ***@Dell.com if there are any further questions or concerns
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe item the customer was trying to price match on the Dell website was not the same version that Dell sells so no price match can be givenAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterSincerely, Advanced Resolution Group FID # *** Dell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative *** has been in touch with Mr***After further review the representative has authorized for another exchange to be processed after confirming the specificationsThe representative will update the customer once shipping information is availableA return label will be provided for the in correct system that was sentThe representative may be reached by emailing ***_***@Dell.comSincerely, Advanced Resolution Group FID #*** Dell
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDell does not make adjustments on orders that were placed prior to the promotionThe customer had the option to cancel the order and re-order at the discounted price or returnThe customer was provided a concession as a courtesy and no further changes will be providedIn addition we have provided a link that further explains how Dell price match works*** As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group Incident ID: *** Dell
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate the software was preloaded on the systemIt was the customers’ responsibility at first start up to register and activate the softwareWe have provided a link that will provided some helpful suggestions and steps: *** Sincerely,
Advanced Resolution Group
FID #***
Dell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is unsatisfactory, but Dell refuses to accept that the product in question was created in such a way to break during useAs it stand's Dell refuses to take responsibility, and, as evidenced by my original complaint, fix an issue inherent to the laptopInstead they simply claimed "out of warranty" without any regards to extenuating circumstancesIt's clear Dell has no intention of fixing this matter, and so, instead of pursing this further, to which Dell will waste more timeI will simply end the matter here.
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 explained the terms of sale, limited hardware warranty, and return policy http://www.dell.com/learn/us/en/uscorp1/terms-of-sale-consumer?c=us&l=en&s=corp&...⇄ />
http://www.dell.com/learn/ca/en/cacorp1/solutions/limited-hardware-warranties
http://www.dell.com/learn/us/en/uscorp1/solutions/us-return-policy
Please note that our representative offered technical assistance; however, Mr*** elected not to accept our offer of assistanceHis request for refund was respectfully deniedWe 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 via e-mail at ***, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative worked with our account verification team to resolve this matterIn the interest of
customer satisfaction, our representative processed an onsite service, which was completed on April 13, Our representative also followwith Mr*** to confirm resolutionHis request for replacement, refund, or compensation was respectfully deniedWe 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
Complaint:
I am rejecting this response because:Severe errors were made on behalf of Dell which cost me significant production time and personal time Someone has to pay for that and it appears as though Dell feels that that someone should be me Dell, how is it right and fair that I should suffer the cost of your errors, negligence and what appears to be, outright fraud? I bought this machine on what appears to be phony pretences and had I known I would have had an experience 1/10th as bad as this, I would have taken my business elsewhere I have received the replacement unit and in just a short time using it, it performs worse than the original I am away from my office for a period of time and will need to test it out once I am back but so far this replacement is worse than the original Very disappointing experience with Dell through and through This is not the end of this situation and it is far from resolved
Regards,
* ***
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 recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has confirmed the customer has received their refund. 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,
This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionDell representative explained to the customer that she has a low end system so it is not going to run as fast as some of the other upgraded systemsThe representative has confirmed the system is working as designedThe recommendation to download Microsoft is due to the software issues with Microsoft Windows which has nothing to do with the hardwarePlease have the customer contact the representative by emailing at ***@Dell.com with any additional questions or concerns
Advanced Resolution Group
Incident
***
Dell Inc
Today’s Date: 03/22/2016 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 correspondence
We 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,
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 delivered to Mr*** on July 7, under FedEx tracking# ***Our representative also followwith Mr*** 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 policies. Our representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concerns and explained the terms of sale www.Dell.com/WarrantyOur representative informed her, the
order was canceled due to pricing errorDell 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 errorsOur representative worked with the credit verification and Gift Card departments to resolve the issue related to refund for order number ***Please note, the credit was provided in the form of a coupon, which was agreed upon by Ms***Our representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceShould Ms*** have any additional concerns, she 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
Today’s Date: 07/14/2015 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 correspondenceThe customer states technical concerns with her Dell systemAt this time the agent has contacted the customer and offered to troubleshoot the matterThe customer has declined troubleshooting and requests only a refund or a new unitThe unit was purchased in April 2012 and a refund is not possible, additionally Dell must troubleshoot the system first in order to determine where the issue is centered around. We thank the customer for their time and patience during this processThe customer may contact the representative at ***@Dell.com should they reconsider troubleshooting the system in order to work towards an amicable resolution. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: I didn't receive the refund in the gift card yet.
Regards,
*** **
Complaint: ***
I am rejecting this response because: The product was defective during the warranty period, that is why I was offered a $towards a purchase of a Dell product by their companyThey are denying that and I have emails that can prove this, they have since rescinded the $also
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 Our records indicate
Dell representative; *** has addressed this matter with our customer. The customer had purchased two Dell laptops, but has returned one to Dell for a refund. *** has confirmed refund amounts with the customer by email and has asked Ms*** to follow up with her directly if there should be any further concerns in this matter. Dell realizes situations such as this can be disappointing for our customers so we truly do apologize. 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
Thank you for the opportunity to address the correspondence submitted by Mr
*** ***A Dell representative contacted Mr*** by phone and e-mail; however, has not been able to discuss the contents of his correspondencePlease have him contact our representative at ***@Dell.com to avoid further delays in this matter
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 apologized for the problemsThe customer received a refund on 6/15/for repair chargeThe representative arranged for system to be brought back to the depotOur records indicate system has now been completely repaired and delivered on 7/29/
The customer may contact the representative by email at ***@Dell.com if there are any further questions or concerns
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe item the customer was trying to price match on the Dell website was not the same version that Dell sells so no price match can be givenAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterSincerely, Advanced Resolution Group FID # *** Dell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative *** has been in touch with Mr***After further review the representative has authorized for another exchange to be processed after confirming the specificationsThe representative will update the customer once shipping information is availableA return label will be provided for the in correct system that was sentThe representative may be reached by emailing ***_***@Dell.comSincerely, Advanced Resolution Group FID #*** Dell
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDell does not make adjustments on orders that were placed prior to the promotionThe customer had the option to cancel the order and re-order at the discounted price or returnThe customer was provided a concession as a courtesy and no further changes will be providedIn addition we have provided a link that further explains how Dell price match works*** As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group Incident ID: *** Dell
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate the software was preloaded on the systemIt was the customers’ responsibility at first start up to register and activate the softwareWe have provided a link that will provided some helpful suggestions and steps: *** Sincerely,
Advanced Resolution Group
FID #***
Dell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is unsatisfactory, but Dell refuses to accept that the product in question was created in such a way to break during useAs it stand's Dell refuses to take responsibility, and, as evidenced by my original complaint, fix an issue inherent to the laptopInstead they simply claimed "out of warranty" without any regards to extenuating circumstancesIt's clear Dell has no intention of fixing this matter, and so, instead of pursing this further, to which Dell will waste more timeI will simply end the matter here.
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 explained the terms of sale, limited hardware warranty, and return policy
http://www.dell.com/learn/us/en/uscorp1/terms-of-sale-consumer?c=us&l=en&s=corp&...⇄ /> http://www.dell.com/learn/ca/en/cacorp1/solutions/limited-hardware-warranties
http://www.dell.com/learn/us/en/uscorp1/solutions/us-return-policy
Please note that our representative offered technical assistance; however, Mr*** elected not to accept our offer of assistanceHis request for refund was respectfully deniedWe 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 via e-mail at ***, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative worked with our account verification team to resolve this matterIn the interest of
customer satisfaction, our representative processed an onsite service, which was completed on April 13, Our representative also followwith Mr*** to confirm resolutionHis request for replacement, refund, or compensation was respectfully deniedWe 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
Complaint:
I am rejecting this response because:Severe errors were made on behalf of Dell which cost me significant production time and personal time Someone has to pay for that and it appears as though Dell feels that that someone should be me Dell, how is it right and fair that I should suffer the cost of your errors, negligence and what appears to be, outright fraud? I bought this machine on what appears to be phony pretences and had I known I would have had an experience 1/10th as bad as this, I would have taken my business elsewhere I have received the replacement unit and in just a short time using it, it performs worse than the original I am away from my office for a period of time and will need to test it out once I am back but so far this replacement is worse than the original Very disappointing experience with Dell through and through This is not the end of this situation and it is far from resolved
Regards,
* ***
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 recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has confirmed the customer has received their refund. 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,
This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionDell representative explained to the customer that she has a low end system so it is not going to run as fast as some of the other upgraded systemsThe representative has confirmed the system is working as designedThe recommendation to download Microsoft is due to the software issues with Microsoft Windows which has nothing to do with the hardwarePlease have the customer contact the representative by emailing at ***@Dell.com with any additional questions or concerns
Advanced Resolution Group
Incident
***
Dell Inc
Today’s Date: 03/22/2016 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 correspondence
We 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,
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 delivered to Mr*** on July 7, under FedEx tracking# ***Our representative also followwith Mr*** 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 policies. Our representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concerns and explained the terms of sale www.Dell.com/WarrantyOur representative informed her, the
order was canceled due to pricing errorDell 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 errorsOur representative worked with the credit verification and Gift Card departments to resolve the issue related to refund for order number ***Please note, the credit was provided in the form of a coupon, which was agreed upon by Ms***Our representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceShould Ms*** have any additional concerns, she 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