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
Complaint: ***
I am rejecting this response because: Once again you are WRONG, I was on the phone with your Support Rep for hours and allowed him to remote into my laptop, after he FAILED to follow through with the original time in which HE SET. Dell, as a company has a TERRIBLE Customer Service component, you are transferred between so many departments and no one cares, just that they are passing it on to someone else. This situation is unsatisfactory, you (Dell) has continued to not back it's products, and just wants to pass the buck, or the Lemon, in this case. You have failed in any of your responses to address WHY there have been motherboards put into my laptop in less than a years time, you've just tried to blame me, for not sending to the depot (Which I did twice) and for not letting the technician remote in and work on my system, which I did. The only thing he did was update the BIOS and the Drivers, which I don't understand, since it just came back from your Depot for repairs the week before. Dell you have FAILED badly as reliable company and a company with any type of usable Customer Service assistance. I am still seeking a New Laptop, and you can have this one back, or an extended warranty, at Dell's expense.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: none of the text cited by Dell in the document that I provided If the documentation is so clear, why did Dell Support tell me that I could install an internal hard drive on that machine? Here is the direct quote "it has a slot for a hard drive", "you can just install it for additional storage", "No need to change anything" I have attached the chat log with my e-mail address removed, the quote start at the second line on page The machine was and continues to be sold using misleading information. The $for the hard drive was refunded to a different credit card I apologize for the confusion on that point
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 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 processed the customer’s 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,Dell representative *** worked with Ms*** *** to resolve the issues as reported in her complaintMs*** was not satisfied with the resolution and was offered a 5% discount on a new Dell orderShe declined the offer and our representative closed
the case as resolved and completeOur representative may be reached at ***@dell.com.Sincerely, Dell Advanced Resolution Team
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Please note that our representative made multiple attempts to reach Mr***; however, has not been able to discuss the contents of his correspondenceWe regret any
dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur 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 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 representative explained the verification process had not been completed and the order was cancelledThe representative offered to have the customer work with a sales representative to get a new order in place and customer declinedThe representative can be reached at email ***@Dell.com
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 customerPer the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty termsDell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchasedWe suggest the customer review the terms of the Limited Hardware Warranty ***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 *** or for online assistance at ***Sincerely, Advanced Resolution Group FID # *** Dell
Complaint: ***
I am rejecting this response because: I did send *** the order number he requested and he said it was an invalid order number so I sent him the attached copy of the packing slip with the order number I had sent him. I did not order this item so the packing slip is the only source for an order number I have
Regards,
*** ***
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 matterPlease note that
the 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: 34219188Dell Inc
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***, thank you so much for your help and thorough follow upI appreciate it and am very happy to have my computer back in working order
All the best,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mrs*** ***Customer expressed dissatisfaction with Dell service and support and wants her Dell product replacedWe regret any dissatisfaction they may have experienced
and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative explained the terms of the Limited Hardware Warranty and the Return PolicyOur records indicate, the warranty expired in April and their Dell product is not eligible for purchase of extended warranty coverage beyond a total of years of coverage from the original shipment date; therefore, credits for order number *** and *** have been posted to the original form of paymentFurthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a Depot service, which was completed on August 21, Our representative also followto verify that the product was functioning properlyShould Ms*** have any additional concerns regarding this case, 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
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
Dear Revdex.com, I am writing on behalf
of Dell Incin response to the complaint filed with your office by the customerA Dell representative *** recently contacted the customer regarding this matterThe representative reviewed the details with the customer and we regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative authorized a replacement system be shippedPlease have the customer contact the representative by emailing at ***@Dell.com with any additional questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: I logged into my Discover Card account and show no such refund from Dell.I contacted Discover Card to be certain I was looking at up to date transactions.I created a dispute a while ago with Discover regarding this and Discover pulled funds from Dell and gave it to me; I doubt this is what Dell is talking about in this Revdex.com complaint.I was told it could take up to days from Dell receiving the laptop for my refund to be processed
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 been instrumental in assisting the customer in receiving their refund for merchandise returned to Dell for credit. The customer received their refund today, 06/14/2016. We certainly do apologize for any miscommunication or frustration this matter may have caused 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
Complaint: ***
I am rejecting this response because: When Dell Corpmakes contracts/Agreements with Microsoft to have Microsoft Software on Dell Computers, Dell has a fiduciary responsibility to assure that there products they sell will not be adversely affected by Microsoft Products as Windows The expensive All-in-one Printer/Copier/Scanner/Fax; and the USB Speakers work fine in my old computer with Windows Therefore, Dell has failed to protect the interests of their customers I am not going to take Dell's advice and dispose of my perfectly good All-in-one Printer/Copier/Fax/Scanner and USB Speakers; and buy other ones I thank you Revdex.com for assisting in helping with this matter, and at this point maybe you can post Dell's response along with mine so future potential Dell Customers can be advised of Dell's behavior
Regards,
*** ***
Complaint: ***
I am rejecting this response because: *** actually called me one time and that was after I got emails stating he tried to contact me several timesTo be honest Dell is a joke of a company*** did not tell me that I would not be receiving a refund and asked for the tracking numberI told him that he could get that information from PayPalI am completely appalled at the service I received from DellI no longer wish to communicate with Dell and would like to have my issue on the record as Dell not being able to resolve my consumer issuePayPal actually refunded my entire purchase price and so I need nothing more from Dell or SeejithThe product that I ordered did not come as advertised, it did not work properly and Dell refused to address the issueThey were rude, and completely unwilling to resolve my issueAs far as I am concerned this matter is closed and I will never buy anything else from Dell.
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and, due to the expired warranty contract, respectfully denied the request for free serviceAs a one-time good-will gesture,
a discounted out-of-warranty repair was offered, however; it was declinedShould the customer change his mind, our Out-of-Warranty department may be reached at ***Sincerely, Advanced Resolution Group 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 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
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: Once again you are WRONG, I was on the phone with your Support Rep for hours and allowed him to remote into my laptop, after he FAILED to follow through with the original time in which HE SET. Dell, as a company has a TERRIBLE Customer Service component, you are transferred between so many departments and no one cares, just that they are passing it on to someone else. This situation is unsatisfactory, you (Dell) has continued to not back it's products, and just wants to pass the buck, or the Lemon, in this case. You have failed in any of your responses to address WHY there have been motherboards put into my laptop in less than a years time, you've just tried to blame me, for not sending to the depot (Which I did twice) and for not letting the technician remote in and work on my system, which I did. The only thing he did was update the BIOS and the Drivers, which I don't understand, since it just came back from your Depot for repairs the week before. Dell you have FAILED badly as reliable company and a company with any type of usable Customer Service assistance. I am still seeking a New Laptop, and you can have this one back, or an extended warranty, at Dell's expense.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: none of the text cited by Dell in the document that I provided If the documentation is so clear, why did Dell Support tell me that I could install an internal hard drive on that machine? Here is the direct quote "it has a slot for a hard drive", "you can just install it for additional storage", "No need to change anything" I have attached the chat log with my e-mail address removed, the quote start at the second line on page The machine was and continues to be sold using misleading information. The $for the hard drive was refunded to a different credit card I apologize for the confusion on that point
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 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 processed the customer’s 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,Dell representative *** worked with Ms*** *** to resolve the issues as reported in her complaintMs*** was not satisfied with the resolution and was offered a 5% discount on a new Dell orderShe declined the offer and our representative closed
the case as resolved and completeOur representative may be reached at ***@dell.com.Sincerely, Dell Advanced Resolution Team
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Please note that our representative made multiple attempts to reach Mr***; however, has not been able to discuss the contents of his correspondenceWe regret any
dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur 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 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 representative explained the verification process had not been completed and the order was cancelledThe representative offered to have the customer work with a sales representative to get a new order in place and customer declinedThe representative can be reached at email ***@Dell.com
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 customerPer the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty termsDell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchasedWe suggest the customer review the terms of the Limited Hardware Warranty ***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 *** or for online assistance at ***Sincerely, Advanced Resolution Group FID # *** Dell
Complaint: ***
I am rejecting this response because: I did send *** the order number he requested and he said it was an invalid order number so I sent him the attached copy of the packing slip with the order number I had sent him. I did not order this item so the packing slip is the only source for an order number I have
Regards,
*** ***
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 matterPlease note that
the 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: 34219188Dell Inc
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***, thank you so much for your help and thorough follow upI appreciate it and am very happy to have my computer back in working order
All the best,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mrs*** ***Customer expressed dissatisfaction with Dell service and support and wants her Dell product replacedWe regret any dissatisfaction they may have experienced
and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative explained the terms of the Limited Hardware Warranty and the Return PolicyOur records indicate, the warranty expired in April and their Dell product is not eligible for purchase of extended warranty coverage beyond a total of years of coverage from the original shipment date; therefore, credits for order number *** and *** have been posted to the original form of paymentFurthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a Depot service, which was completed on August 21, Our representative also followto verify that the product was functioning properlyShould Ms*** have any additional concerns regarding this case, 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
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
Dear Revdex.com, I am writing on behalf
of Dell Incin response to the complaint filed with your office by the customerA Dell representative *** recently contacted the customer regarding this matterThe representative reviewed the details with the customer and we regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative authorized a replacement system be shippedPlease have the customer contact the representative by emailing at ***@Dell.com with any additional questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: I logged into my Discover Card account and show no such refund from Dell.I contacted Discover Card to be certain I was looking at up to date transactions.I created a dispute a while ago with Discover regarding this and Discover pulled funds from Dell and gave it to me; I doubt this is what Dell is talking about in this Revdex.com complaint.I was told it could take up to days from Dell receiving the laptop for my refund to be processed
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 been instrumental in assisting the customer in receiving their refund for merchandise returned to Dell for credit. The customer received their refund today, 06/14/2016. We certainly do apologize for any miscommunication or frustration this matter may have caused 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
Complaint: ***
I am rejecting this response because: When Dell Corpmakes contracts/Agreements with Microsoft to have Microsoft Software on Dell Computers, Dell has a fiduciary responsibility to assure that there products they sell will not be adversely affected by Microsoft Products as Windows The expensive All-in-one Printer/Copier/Scanner/Fax; and the USB Speakers work fine in my old computer with Windows Therefore, Dell has failed to protect the interests of their customers I am not going to take Dell's advice and dispose of my perfectly good All-in-one Printer/Copier/Fax/Scanner and USB Speakers; and buy other ones I thank you Revdex.com for assisting in helping with this matter, and at this point maybe you can post Dell's response along with mine so future potential Dell Customers can be advised of Dell's behavior
Regards,
*** ***
Complaint: ***
I am rejecting this response because: *** actually called me one time and that was after I got emails stating he tried to contact me several timesTo be honest Dell is a joke of a company*** did not tell me that I would not be receiving a refund and asked for the tracking numberI told him that he could get that information from PayPalI am completely appalled at the service I received from DellI no longer wish to communicate with Dell and would like to have my issue on the record as Dell not being able to resolve my consumer issuePayPal actually refunded my entire purchase price and so I need nothing more from Dell or SeejithThe product that I ordered did not come as advertised, it did not work properly and Dell refused to address the issueThey were rude, and completely unwilling to resolve my issueAs far as I am concerned this matter is closed and I will never buy anything else from Dell.
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and, due to the expired warranty contract, respectfully denied the request for free serviceAs a one-time good-will gesture,
a discounted out-of-warranty repair was offered, however; it was declinedShould the customer change his mind, our Out-of-Warranty department may be reached at ***Sincerely, Advanced Resolution Group Incident ID: *** Dell, Inc