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:when contacted by same representative, I told them I was at work and unable to have the conversationRepresentative then asked if there was a better time to contactI asked what the hours were and was told it was the same time as my working hours so not able to contact Monday - FridayI asked about contacting on Saturday and was then told that this was not doable as they did not work on SaturdayI found this odd as this same person had called me on a Saturday previouslyThey once again had asked to be able to troubleshoot remotely the software and refused any attempt at taking the computer back to look at the hardwareAgain, volume buttons, touch screen, potential hard drive issues, etcI also received an email from *** *** from Dell about purchasing an extended warranty, including tech service but not elaborating anything beyond thisI am now convinced that Dell does not wish to honor their year hardware warranty and hope that their Revdex.com rating will at some point reflect the 97% Negative customer experience with only 0.8% positive customer experience ( *** )This company's idea of customer service and honoring their warranty or taking any form of pride in their product and service after purchase is a total farceI hope at some point that Dell will either accept that their warranty covers hardware troubles that this unit is experiencing and allows me to send it back before the one year warranty is upIt is as though they are trying to extend this out until September so they can tell me that the warranty has expiredAs far as trouble shooting remotely, when I have asked to set up a time I have been informed that they are not able to do so at times I request; also, I do not know what the need for this is as I have already done this back in December and was at that time supposed to have been directed to someone for sending this back inWe are now going on a full two months with Dell not taking any form of ownership and their representatives giving me times that do not work and trying to sell me extra warranty when they already are not honoring the one in placeI want to be done with Dell, and again hope that the Revdex.com's grade will at some point accurately reflect this shoddy company and its lackadaisical practicesBeyond utterly disappointed with this whole experience
Regards,
*** ***
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
experienceThe representative *** researched the gift card and it was determined that the cards had expired prior to placing the orderThe representative apologized for the problems but respectfully denied the request to reissue the cardsPlease 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
Complaint: ***
I am rejecting this response because:Although the equipment has been repaired and in my home as of December 22, 2016, still haven't used it because of pending support from Dells Repesentative *** ***( we had set up a date in advance in which that she would be contacting me via telephone on Monday January 2, at 4:00pm *** *** time and during that same day I sent her a reminder through e-mail , which she in return confirms .( e-mail included below) At 4: I recieced a phone call from Dells representative but to my surprise it wasn't *** ***, I was inform by Dells Rep that *** *** was attending another customer, I replied to please inform her that I would wait for her calls because besides the up grade that was pending we had other issues regarding the warranty to resolve After waiting for sometime I contacted *** *** through e-mail and After almost hours of waiting for her call or an e-mail, I sent a final e-mail where I informe her that I could not wait an longer for her call and to please contact me through e-mail To set up another appointmentAs of today Tuesday , January 3,, I have it received any replies from Dells Rep*** ***, nor anyone else regarding this incident As I had Indicated in My complaint, my desired petition was that equipement be repair and for warranty be extended from the time service was required until fixed ( I ask for service on February 4, 2016-December 22, 2016, picked up ) And Dells is not willing to comply to my requestThey offered me days, which if I'am not mistaken is a standard warranty Computer was checked while in shop only sound, Have not been able to check that computer is working properly at home because Still pending for support to install the operative system Dells Representative *** *** never called although we had made prior arrangements This computer has had two events with same problem, no sound, It has caused and still is causing me many hardships.I think I should not be going through this situation, This wasn't a give from Dell, as a consumer I deserve to be treated with respect and with prompt efficient service. So please I hope that you take the time to reconsider your decisions Once again I didn't intentionally ignore your notification Included are the e-mail between Dell's Rep*** *** and me Confirming appointment for support and never recieved Once again thank you so much for helping me
Regards,
*** ***
Dear Revdex.com, Our records indicate that *** has been in contact with the customerWe show the replacement system has shipped out under Federal Express ***The representative will confirm receipt and provide a return shipping label for the old systemSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission The customer expressed dissatisfaction with Dell’s response and wants a new computer exchange and a free warranty extension As previously stated, per 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 Out of fairness to Dell customers who purchase warranty extensions, Dell will not offering to provide a warranty extension as a concession Since the date of the follsubmission, a Dell representative contacted the customer and informed him that Dell will not be processing a new system exchange and that the warranty could be extended if he wanted to purchase additional warranty We remain available to assist with repairs at Dell’s Repair Depot or a refurbished exchange under the terms of the warranty Sincerely,Advanced Resolution GroupIncident ID: ***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
The television has arrived and this has been resolved.
Regards,
** ***
Complaint: ***
I am rejecting this response because:I have another ticket ***?I asked for refund and replacement because it's have the issue at first dayBut at that time I don't know it's hardware issueThey send me the laptop and it work for daysNow when I play the game, some times the keyboard is mass upwhen I click 'A', it open Cortana, when I click 'W', it do something elseAnyway all the keys are not worked as expected
Regards,
*** **
Complaint: ***
I am rejecting this response because: In this case, I didn't return any items to Dell, but instead they recalled my orders directly and didn't refund my orders on time, my orders were recalled on September and credit cards were refunded on December after I opened the claim, now they don't even want to refund the promotional gift cards because the gift cards are expired, but the only reason why these gift cards are expired is because the Dell company didn't refund my orders on time, the gift cards are valid by the time they recalled my orders on SeptemberSo in this case, this is 100% the fault of Dell Company.At the same time, because they delayed the refund for months, I am paying $interest to my credit card companies for the charges which they should refundI am not asking for the refund of this $interest, but at least refund the gift cards which I used in my orders. Here are the Dell Gift Cards Terms:Credits for returns accepted by Dell will be allocated back to the Promo Card (in the amount of the portion of the purchase paid with your Promo Card) as long as the Promo Card has not expiredIf you receive a credit, the portion paid with your Promo Card (excluding shipping & handling) will be allocated back to the Promo Card within to business days after Dell receives and processes your returned merchandiseHowever, if the card has expired, no credit or cash refund will be issued and remaining funds on the card are forfeited
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 the refunds they desired. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***. Dell now moves to close this matter regarding Incident ID: *** Sincerely, Advanced Resolution GroupIncident 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 submission Our records
indicate Dell representative; ***, after researching the matter thoroughly, has authorized a new system exchange to address and resolve the technical problems the customer had been having with their system. The customer has received and confirmed the new system is working well. 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:This does not solve my problem Dell charged my credit card $for a $television I have spent hours on the phone trying to get this resolved, emailing, tweeting and in each case I get a useless response like this stating the TV has been shipped Dell Representative, Please reread my complaint and then read it again and then read it again and then again And then ask a colleague to explain to you what I am saying And then reply
Regards,
*** ***-***
Complaint: ***
I am rejecting this response because: this business is refusing to comply with its own terms of serviceThis information and all other pertinent documentation as well as the names of all representatives involved will be forwarded to:***@dell.com.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Dell doesn't care they ripped me off which is clear from the broken English response from the rep who spoke with me earlierI requested twice to speak with his supervisor and was ignoredThey waited a long time after I placed my order to decide they didn't want to honor it since it's bait and switch and they want to have me reorder at 3x the priceMy valid coupons I had are now expired and I cannot use them on anything nowThe toner for this printer I bought on Amazon is not able to be returned eitherDell doesnt care and from all the poor reviews about them online and complaints against them I'm surprised you awarded them an A+ for treating customers like garbage so I doubt the Revdex.com will do anything wither with how much Dell is paying you.
Regards,
*** ***
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** and is working with her to achieve an amicable resolution for her concernsOur representative may be contacted directly by e-mail at
***
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 has confirmed the feedback has been noted and will be shared with the appropriate teamThe representative explained that replacing the system new is not an option but will support under the terms of the warrantyThe customer declined the offered and requested no further contact by DellWe have included the link for the customer to review the hardware warranty terms and conditions*** We remain available to assist the customer if there are any further concerns the representative can be reached by email at ***_***@[email protected] Advanced Resolution Group Incident *** Dell Inc
Today’s Date: 04/18/2016 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 correspondenceWe
thank the customer for their time and patience during this processThe customer may also contact the representative at ***[email protected] . 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
Complaint: ***
I am rejecting this response because:dell is lying They were never told the computer was droppedThe computer was not dropped
Regards,
*** ***
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:when contacted by same representative, I told them I was at work and unable to have the conversationRepresentative then asked if there was a better time to contactI asked what the hours were and was told it was the same time as my working hours so not able to contact Monday - FridayI asked about contacting on Saturday and was then told that this was not doable as they did not work on SaturdayI found this odd as this same person had called me on a Saturday previouslyThey once again had asked to be able to troubleshoot remotely the software and refused any attempt at taking the computer back to look at the hardwareAgain, volume buttons, touch screen, potential hard drive issues, etcI also received an email from *** *** from Dell about purchasing an extended warranty, including tech service but not elaborating anything beyond thisI am now convinced that Dell does not wish to honor their year hardware warranty and hope that their Revdex.com rating will at some point reflect the 97% Negative customer experience with only 0.8% positive customer experience ( *** )This company's idea of customer service and honoring their warranty or taking any form of pride in their product and service after purchase is a total farceI hope at some point that Dell will either accept that their warranty covers hardware troubles that this unit is experiencing and allows me to send it back before the one year warranty is upIt is as though they are trying to extend this out until September so they can tell me that the warranty has expiredAs far as trouble shooting remotely, when I have asked to set up a time I have been informed that they are not able to do so at times I request; also, I do not know what the need for this is as I have already done this back in December and was at that time supposed to have been directed to someone for sending this back inWe are now going on a full two months with Dell not taking any form of ownership and their representatives giving me times that do not work and trying to sell me extra warranty when they already are not honoring the one in placeI want to be done with Dell, and again hope that the Revdex.com's grade will at some point accurately reflect this shoddy company and its lackadaisical practicesBeyond utterly disappointed with this whole experience
Regards,
*** ***
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
experienceThe representative *** researched the gift card and it was determined that the cards had expired prior to placing the orderThe representative apologized for the problems but respectfully denied the request to reissue the cardsPlease 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
Complaint: ***
I am rejecting this response because:Although the equipment has been repaired and in my home as of December 22, 2016, still haven't used it because of pending support from Dells Repesentative *** ***( we had set up a date in advance in which that she would be contacting me via telephone on Monday January 2, at 4:00pm *** *** time and during that same day I sent her a reminder through e-mail , which she in return confirms .( e-mail included below) At 4: I recieced a phone call from Dells representative but to my surprise it wasn't *** ***, I was inform by Dells Rep that *** *** was attending another customer, I replied to please inform her that I would wait for her calls because besides the up grade that was pending we had other issues regarding the warranty to resolve After waiting for sometime I contacted *** *** through e-mail and After almost hours of waiting for her call or an e-mail, I sent a final e-mail where I informe her that I could not wait an longer for her call and to please contact me through e-mail To set up another appointmentAs of today Tuesday , January 3,, I have it received any replies from Dells Rep*** ***, nor anyone else regarding this incident As I had Indicated in My complaint, my desired petition was that equipement be repair and for warranty be extended from the time service was required until fixed ( I ask for service on February 4, 2016-December 22, 2016, picked up ) And Dells is not willing to comply to my requestThey offered me days, which if I'am not mistaken is a standard warranty Computer was checked while in shop only sound, Have not been able to check that computer is working properly at home because Still pending for support to install the operative system Dells Representative *** *** never called although we had made prior arrangements This computer has had two events with same problem, no sound, It has caused and still is causing me many hardships.I think I should not be going through this situation, This wasn't a give from Dell, as a consumer I deserve to be treated with respect and with prompt efficient service. So please I hope that you take the time to reconsider your decisions Once again I didn't intentionally ignore your notification Included are the e-mail between Dell's Rep*** *** and me Confirming appointment for support and never recieved Once again thank you so much for helping me
Regards,
*** ***
Dear Revdex.com, Our records indicate that *** has been in contact with the customerWe show the replacement system has shipped out under Federal Express ***The representative will confirm receipt and provide a return shipping label for the old systemSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission The customer expressed dissatisfaction with Dell’s response and wants a new computer exchange and a free warranty extension As previously stated, per 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 Out of fairness to Dell customers who purchase warranty extensions, Dell will not offering to provide a warranty extension as a concession Since the date of the follsubmission, a Dell representative contacted the customer and informed him that Dell will not be processing a new system exchange and that the warranty could be extended if he wanted to purchase additional warranty We remain available to assist with repairs at Dell’s Repair Depot or a refurbished exchange under the terms of the warranty Sincerely,Advanced Resolution GroupIncident ID: ***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
The television has arrived and this has been resolved.
Regards,
** ***
Complaint: ***
I am rejecting this response because:I have another ticket ***?I asked for refund and replacement because it's have the issue at first dayBut at that time I don't know it's hardware issueThey send me the laptop and it work for daysNow when I play the game, some times the keyboard is mass upwhen I click 'A', it open Cortana, when I click 'W', it do something elseAnyway all the keys are not worked as expected
Regards,
*** **
Complaint: ***
I am rejecting this response because: In this case, I didn't return any items to Dell, but instead they recalled my orders directly and didn't refund my orders on time, my orders were recalled on September and credit cards were refunded on December after I opened the claim, now they don't even want to refund the promotional gift cards because the gift cards are expired, but the only reason why these gift cards are expired is because the Dell company didn't refund my orders on time, the gift cards are valid by the time they recalled my orders on SeptemberSo in this case, this is 100% the fault of Dell Company.At the same time, because they delayed the refund for months, I am paying $interest to my credit card companies for the charges which they should refundI am not asking for the refund of this $interest, but at least refund the gift cards which I used in my orders. Here are the Dell Gift Cards Terms:Credits for returns accepted by Dell will be allocated back to the Promo Card (in the amount of the portion of the purchase paid with your Promo Card) as long as the Promo Card has not expiredIf you receive a credit, the portion paid with your Promo Card (excluding shipping & handling) will be allocated back to the Promo Card within to business days after Dell receives and processes your returned merchandiseHowever, if the card has expired, no credit or cash refund will be issued and remaining funds on the card are forfeited
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 the refunds they desired. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***. Dell now moves to close this matter regarding Incident ID: *** Sincerely, Advanced Resolution GroupIncident 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 submission Our records
indicate Dell representative; ***, after researching the matter thoroughly, has authorized a new system exchange to address and resolve the technical problems the customer had been having with their system. The customer has received and confirmed the new system is working well. 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: I have been told this beforeI will have to see it on my statement
Regards,
*** ***
Complaint: ***
I am rejecting this response because:This does not solve my problem Dell charged my credit card $for a $television I have spent hours on the phone trying to get this resolved, emailing, tweeting and in each case I get a useless response like this stating the TV has been shipped Dell Representative, Please reread my complaint and then read it again and then read it again and then again And then ask a colleague to explain to you what I am saying And then reply
Regards,
*** ***-***
Complaint: ***
I am rejecting this response because: this business is refusing to comply with its own terms of serviceThis information and all other pertinent documentation as well as the names of all representatives involved will be forwarded to:***@dell.com.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Dell doesn't care they ripped me off which is clear from the broken English response from the rep who spoke with me earlierI requested twice to speak with his supervisor and was ignoredThey waited a long time after I placed my order to decide they didn't want to honor it since it's bait and switch and they want to have me reorder at 3x the priceMy valid coupons I had are now expired and I cannot use them on anything nowThe toner for this printer I bought on Amazon is not able to be returned eitherDell doesnt care and from all the poor reviews about them online and complaints against them I'm surprised you awarded them an A+ for treating customers like garbage so I doubt the Revdex.com will do anything wither with how much Dell is paying you.
Regards,
*** ***
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** and is working with her to achieve an amicable resolution for her concernsOur representative may be contacted directly by e-mail at
***
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 has confirmed the feedback has been noted and will be shared with the appropriate teamThe representative explained that replacing the system new is not an option but will support under the terms of the warrantyThe customer declined the offered and requested no further contact by DellWe have included the link for the customer to review the hardware warranty terms and conditions*** We remain available to assist the customer if there are any further concerns the representative can be reached by email at ***_***@[email protected] Advanced Resolution Group Incident *** Dell Inc
Today’s Date: 04/18/2016 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 correspondenceWe
thank the customer for their time and patience during this processThe customer may also contact the representative at ***[email protected] . 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
Complaint: ***
I am rejecting this response because:dell is lying They were never told the computer was droppedThe computer was not dropped
Regards,
*** ***