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
Monday, December 21,
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 terms of sale and limited hardware warranty,
which does not cover accidental damageOur representative also informed him of the cost associated with repair; however, Mr*** declined fee based servicePlease note that Mr*** did not purchase accidental coverage at the point of original purchase in May 11th, 2014; therefore, his request for free repair was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at [email protected], in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Thank you for the opportunity to address the correspondence submitted by Mr
*** ***A Dell representative contacted Mr*** and is working with him to achieve an amicable resolution for his concernsProduct return is being processedOur representative may be contacted directly by e-mail at ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Per the terms and conditions of the sale, our representative, ***, respectfully denied Mr***’s requestHowever; *** offered Mr*** a discount on a
subsequent orderMr*** agreed and *** remains available and may be contacted at ***@Dell.com. We regret any dissatisfaction Mr*** may have experienced
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 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
Complaint: ***
I am rejecting this response because:
I have been fighting this situation with them for months They sold me a part telling me it was compatible with my system and now that it is not they will not take it back even though it's has never been used as it won't work with my equipment! It isn't even appropriate for the Photoshop work that I told them I was going to use it forI now have a very expensive piece of junk for my purpose.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The partial credit received was for the hastle of getting the address correctedhalf my order was shipped to another address and in order to get the product I had to go to anothers home to retrieve such order This order was time sensitive and necessary to have, nothing about dealing with the representatives was respectful The answer I got is this is all we are going to do either accept it or send the product back I received a call from them stating we will do nothing else and an email stating the same This is unacceptable and even when I was talking to one of the managers he was not listening he was having a conversation with someone else and his responses were the same and never addressed the concerns I have never in my life been talked to like this from customer service
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:dell is lying They were never told the computer was droppedThe computer was not dropped
Regards,
*** ***
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 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 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 processed a refund for the customer. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Dear Revdex.com,
Our records indicate that Dell representative *** has been in contact with the customer in regards to this situationIn regards to the customers claim of what was stated to him about the condition of his home we have no documentation from the vendor to indicate suchWe certainly apologize on behave of the vendor but if the customer is looking for some type of compensation he will need to discuss that with the vendor
Please have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because:
The refund has not been issued to my Dell Financial services accountThey claim processing on 3-7-16, but DFS has confirmed it was not received on my purchasing account I spent over hours on the phone being passed around with literally no one taking any responsibility and everyone claiming tey could not do anything There is only one acceptable resolution to this matter now: FULL REFUND for the purchase They pay complete shipping and handling to return the printer (The original packaging is no longer in condition to be reused) OR to avoid recovery fees they abandon claim on receiving payment on the asset AFTER issuing the FULL REFUND If there is variance from these options the resolution will be considered unacceptable and I will recover costs associated with this transaction
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell has a
thirty (30) day return period and, as the order invoiced during April, 2017, a return for a refund would not be an option Since the date of the submission, a Dell representative contacted Mr*** to provide assistance Our representative denied the refund request and offered support Subsequently, Mr*** reloaded the operating system software and our representative assisted with driver updates Mr*** indicated he did not need additional support at this time and is testing the system and was provided contact information should he need any further assistance from our representative.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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,
*** ***
Complaint: ***
I am rejecting this response because:It's been nearly six months and I still haven't seen my money backI cannot simply except this.
Regards,*** ***
*** ***
Complaint: ***
I am rejecting this response because:This is not the resolution to the issue The reported resolution is for another case, not this one.Regarding this case, my rewards dollars still have not been resolved, and the issue has been heavily compounded by Dell's refusal to take action or work with me I have been recently told that as long as a sales representative does not provide documentation to me, they do not have to honor anything that the representative said The individual I spoke with regarding this has also shown exasperation that I even ask for assistance, condescending to me I need contact regarding the rewards points still, by another representative (since this one has refused to assist me).I also want a complaint filed against my sales representative I will be expecting further contact from Dell
Regards,
*** ***
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
Monday, December 21,
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 terms of sale and limited hardware warranty,
which does not cover accidental damageOur representative also informed him of the cost associated with repair; however, Mr*** declined fee based servicePlease note that Mr*** did not purchase accidental coverage at the point of original purchase in May 11th, 2014; therefore, his request for free repair was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at [email protected], in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Thank you for the opportunity to address the correspondence submitted by Mr
*** ***A Dell representative contacted Mr*** and is working with him to achieve an amicable resolution for his concernsProduct return is being processedOur representative may be contacted directly by e-mail at ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Per the terms and conditions of the sale, our representative, ***, respectfully denied Mr***’s requestHowever; *** offered Mr*** a discount on a
subsequent orderMr*** agreed and *** remains available and may be contacted at ***@Dell.com. We regret any dissatisfaction Mr*** may have experienced
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 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
Complaint: ***
I am rejecting this response because:
I have been fighting this situation with them for months They sold me a part telling me it was compatible with my system and now that it is not they will not take it back even though it's has never been used as it won't work with my equipment! It isn't even appropriate for the Photoshop work that I told them I was going to use it forI now have a very expensive piece of junk for my purpose.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The partial credit received was for the hastle of getting the address correctedhalf my order was shipped to another address and in order to get the product I had to go to anothers home to retrieve such order This order was time sensitive and necessary to have, nothing about dealing with the representatives was respectful The answer I got is this is all we are going to do either accept it or send the product back I received a call from them stating we will do nothing else and an email stating the same This is unacceptable and even when I was talking to one of the managers he was not listening he was having a conversation with someone else and his responses were the same and never addressed the concerns I have never in my life been talked to like this from customer service
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: refund was inadequate Short of total interest incurred on refund amount
Regards,
*** ***
Complaint: ***
I am rejecting this response because:dell is lying They were never told the computer was droppedThe computer was not dropped
Regards,
*** ***
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 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 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 processed a refund for the customer. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Dear Revdex.com,
Our records indicate that Dell representative *** has been in contact with the customer in regards to this situationIn regards to the customers claim of what was stated to him about the condition of his home we have no documentation from the vendor to indicate suchWe certainly apologize on behave of the vendor but if the customer is looking for some type of compensation he will need to discuss that with the vendor
Please have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because:
The refund has not been issued to my Dell Financial services accountThey claim processing on 3-7-16, but DFS has confirmed it was not received on my purchasing account I spent over hours on the phone being passed around with literally no one taking any responsibility and everyone claiming tey could not do anything There is only one acceptable resolution to this matter now: FULL REFUND for the purchase They pay complete shipping and handling to return the printer (The original packaging is no longer in condition to be reused) OR to avoid recovery fees they abandon claim on receiving payment on the asset AFTER issuing the FULL REFUND If there is variance from these options the resolution will be considered unacceptable and I will recover costs associated with this transaction
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell has a
thirty (30) day return period and, as the order invoiced during April, 2017, a return for a refund would not be an option Since the date of the submission, a Dell representative contacted Mr*** to provide assistance Our representative denied the refund request and offered support Subsequently, Mr*** reloaded the operating system software and our representative assisted with driver updates Mr*** indicated he did not need additional support at this time and is testing the system and was provided contact information should he need any further assistance from our representative.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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,
*** ***
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:It's been nearly six months and I still haven't seen my money backI cannot simply except this.
Regards,*** ***
*** ***
Complaint: ***
I am rejecting this response because:This is not the resolution to the issue The reported resolution is for another case, not this one.Regarding this case, my rewards dollars still have not been resolved, and the issue has been heavily compounded by Dell's refusal to take action or work with me I have been recently told that as long as a sales representative does not provide documentation to me, they do not have to honor anything that the representative said The individual I spoke with regarding this has also shown exasperation that I even ask for assistance, condescending to me I need contact regarding the rewards points still, by another representative (since this one has refused to assist me).I also want a complaint filed against my sales representative I will be expecting further contact from Dell
Regards,
*** ***