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
PS: They handled my claim perfectly although they said the damage looked to be user caused they gave me this one time which is all I wanted, thank you sell you have restored my faith in your company, even if it did take some complaining
Regards,
*** ***
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
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 *** contacted due to the feedback a return was authorizedThe representative did reach the customer and explained that they would need to troubleshootThe customer was not at his system at the time of contact and further follow up calls have gone unansweredPlease 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: a casual apology for any "inconvenience" is not adequate. They should explain WHY it took so long to get results and they should assure that no one else will get the same miserable treatment. A personal apology from *** should be forthcoming. I have a paper trail of more than emails (at least one in which she calls me a liar) and in all that frustration, I was never crude or obscene--although I certainly wanted to be. I am still outraged and electronic research reveals that I am one of many, many outraged Dell customers. There should be a class action lawsuit or some tangible retribution.Thank you
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 the Alienware traprogram and conditions of sale
***The Alienware traprogram was completely separate from Dell Financial Services and required that the customer purchase a new qualifying system from Dell to be eligible for the travaluePlease note that Mr*** confirmed that he did receive the credit from the traprogramOur representative confirmed with DFS (Dell Financial Services) that his account is being handled by a 3rd party collections agency and needs to contact them at ###-###-#### for further assistanceHis request for warranty refund was respectfully deniedAlso his request for reducing the balance of his Dell Preferred Account to zero, ($0.00) and removing negative remarks from credit history was respectfully deniedMr*** will be liable for the balance on his Dell Preferred Account. We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted via e-mail at ***@Dell.com, in case Mr*** has any further concerns in regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for reinstallation software disks for his computer We regret any miscommunication which may have occurred and
appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to provide assistance and was told by the customer that he has resolved the issue We ask that he contact our representative at ***@Dell.com should there be any further questions regarding this matter.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 ***
Today’s Date: 01/19/2017Dear 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, Mr*** ***, to address the contents of their correspondenceAt this time the
agent has confirmed with the customer the gift card was receivedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any additional questions in the matter..Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:I have read the terms of sale as stated on their website and am drawn to the section regarding shipping It states: "ShippingProduct title passes to you when the Product is shipped." To me this appears to indicate that regardless if there was a pricing error once an item has shipped, and thus fully processed, it is the property of the buyer and not the seller If this is incorrect I would like this sentence clarified Dell never cancelled my order their systems indicate it was a fully completed transaction and not a cancellation I believe this is due to them acting incorrectly and against their terms of service in this sale.Please have them explain that portion of their terms of service and why they are not held to their own rules.
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell service and support and wants the system 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 assistance. Our representative explained the terms of the limited hardware warrantyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement, which was shipped under FedEx tracking number *** and delivered on July 5, Our representative also followto confirm resolutionShould Mr*** have any additional concerns regarding this case, he 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, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsThe representative worked with DFS (Dell Financial Services) to resolve this matterOur
records show that the credit for TV order# *** was posted to the original form for payment on October 17, 2016, which should reflect on her next billing statement
DFS can be reached at ###-###-#### for any additional account related supportWe 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: ***Dell Inc
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, 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
Complaint: ***
I am rejecting this response because: There was no accidental damage to the laptopAnd I didn't know why the rep assumed that to start withAs I explained via email and via phone conversations with the rep, the edge of the SD card slot is very thin and if anyone holds the laptop using the right hand, the edge could breakAlthough I was not sure what and when that edge brokeIt is obviously a design problem
Regards,
*** ***
Dear Revdex.com, Dell records indicate that Mr*** has refused to troubleshoot with the representativesThe onsite warranty states that an onsite service will be authorized after remote diagnosisDell will continue to support the system under the terms of the warranty which is valid until 5/21/Mr*** is free to contact our Dell support team by chat, email, or phone by visiting ***We have also included a link to the full warranty terms and conditions*** Sincerely Advanced Resolution Group Incident *** Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe customer is requesting a new representative in a different geographical location which is not an optionThe customer does not have accidental damage coverage so they will need to work with our out of warranty departmentThis matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedOur representative may be contacted directly by e-mail at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
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
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
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative *** followed up and confirmed the customer has received the full refund
If the customer has any further questions he may contact the representative by emailing ***@Dell.com
Sincerely,
Advanced Resolution Group
*** Dell 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
PS: They handled my claim perfectly although they said the damage looked to be user caused they gave me this one time which is all I wanted, thank you sell you have restored my faith in your company, even if it did take some complaining
Regards,
*** ***
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
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 *** contacted due to the feedback a return was authorizedThe representative did reach the customer and explained that they would need to troubleshootThe customer was not at his system at the time of contact and further follow up calls have gone unansweredPlease 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: a casual apology for any "inconvenience" is not adequate. They should explain WHY it took so long to get results and they should assure that no one else will get the same miserable treatment. A personal apology from *** should be forthcoming. I have a paper trail of more than emails (at least one in which she calls me a liar) and in all that frustration, I was never crude or obscene--although I certainly wanted to be. I am still outraged and electronic research reveals that I am one of many, many outraged Dell customers. There should be a class action lawsuit or some tangible retribution.Thank you
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 the Alienware traprogram and conditions of sale
***The Alienware traprogram was completely separate from Dell Financial Services and required that the customer purchase a new qualifying system from Dell to be eligible for the travaluePlease note that Mr*** confirmed that he did receive the credit from the traprogramOur representative confirmed with DFS (Dell Financial Services) that his account is being handled by a 3rd party collections agency and needs to contact them at ###-###-#### for further assistanceHis request for warranty refund was respectfully deniedAlso his request for reducing the balance of his Dell Preferred Account to zero, ($0.00) and removing negative remarks from credit history was respectfully deniedMr*** will be liable for the balance on his Dell Preferred Account. We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted via e-mail at ***@Dell.com, in case Mr*** has any further concerns in regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for reinstallation software disks for his computer We regret any miscommunication which may have occurred and
appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to provide assistance and was told by the customer that he has resolved the issue We ask that he contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:my account has not been credited.
Regards,
*** ***
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 ***
Today’s Date: 01/19/2017Dear 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, Mr*** ***, to address the contents of their correspondenceAt this time the
agent has confirmed with the customer the gift card was receivedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any additional questions in the matter..Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:I have read the terms of sale as stated on their website and am drawn to the section regarding shipping It states: "ShippingProduct title passes to you when the Product is shipped." To me this appears to indicate that regardless if there was a pricing error once an item has shipped, and thus fully processed, it is the property of the buyer and not the seller If this is incorrect I would like this sentence clarified Dell never cancelled my order their systems indicate it was a fully completed transaction and not a cancellation I believe this is due to them acting incorrectly and against their terms of service in this sale.Please have them explain that portion of their terms of service and why they are not held to their own rules.
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell service and support and wants the system 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 assistance. Our representative explained the terms of the limited hardware warrantyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement, which was shipped under FedEx tracking number *** and delivered on July 5, Our representative also followto confirm resolutionShould Mr*** have any additional concerns regarding this case, he 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, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsThe representative worked with DFS (Dell Financial Services) to resolve this matterOur
records show that the credit for TV order# *** was posted to the original form for payment on October 17, 2016, which should reflect on her next billing statement
DFS can be reached at ###-###-#### for any additional account related supportWe 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: ***Dell Inc
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, 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
Complaint: ***
I am rejecting this response because: There was no accidental damage to the laptopAnd I didn't know why the rep assumed that to start withAs I explained via email and via phone conversations with the rep, the edge of the SD card slot is very thin and if anyone holds the laptop using the right hand, the edge could breakAlthough I was not sure what and when that edge brokeIt is obviously a design problem
Regards,
*** ***
Dear Revdex.com, Dell records indicate that Mr*** has refused to troubleshoot with the representativesThe onsite warranty states that an onsite service will be authorized after remote diagnosisDell will continue to support the system under the terms of the warranty which is valid until 5/21/Mr*** is free to contact our Dell support team by chat, email, or phone by visiting ***We have also included a link to the full warranty terms and conditions*** Sincerely Advanced Resolution Group Incident *** Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe customer is requesting a new representative in a different geographical location which is not an optionThe customer does not have accidental damage coverage so they will need to work with our out of warranty departmentThis matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedOur representative may be contacted directly by e-mail at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
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
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
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative *** followed up and confirmed the customer has received the full refund
If the customer has any further questions he may contact the representative by emailing ***@Dell.com
Sincerely,
Advanced Resolution Group
*** Dell Inc