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
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
Dell 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. Dell is taking the appropriate action to resolve the customers claim. Should the customer have any additional concerns they 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. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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 www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concerns and explained the terms of sale www.Dell.com/WarrantyOur representative informed her, the
order was canceled due to pricing errorDell makes every effort to avoid errors on the Dell website, as we fully understand the bad experience it can cause our customers and DellSometimes an error may occur and for this reason, throughout Dell’s website, there is messaging which indicates, Dell reserves the right to cancel orders arising from pricing or other errorsOur representative worked with the credit verification and Gift Card departments to resolve the issue related to refund for order number ***Please note, the credit was provided in the form of a coupon, which was agreed upon by Ms***Our representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceShould Ms*** have any additional concerns, she can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support.
Sincerely,
Advanced Resolution Group
Incident ID ***
Dell
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
Dear Revdex.com,Dell representative, ***, contacted Mr*** to inform him the refund processed for the duplicate orderOur representative closed the case but remains available to assist in resolving all issues directly related to this caseOur representative may be
reached at ***@dell.com.Sincerely,Dell Advanced Resolution Team
Today’s Date: 03/22/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** *** ***, to address the contents of their correspondence
We thank the customer for their time and patience during this processThe customer may also contact the representative at ***. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Thank you for the opportunity to address the correspondence submitted by Mr
*** ***A Dell representative contacted Mr*** by phone and e-mail; however, has not been able to discuss the contents of his correspondencePlease have him contact our representative at ***@Dell.com to avoid further delays in this matter
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** * ***Customer expressed dissatisfaction with Dell service and support and wants the system servicedWe 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 assistanceAs per the terms of the Limited Hardware Warranty, an onsite service was processed, which was completed on June 9, Our representative also followto verify that the unit was functioning properly; however, the customer stated that they are going to return the unit to the third party’s place of purchaseShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.***, or for online assistance at www.***
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 customerThank you for providing a copy of the submissionDell representative *** explained to the customer that special pricing is not an optionThe damage to the LCD is accidental damage which is not covered under the hardware warrantyOur representative may be contacted directly by e-mail at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Thank you for providing a copy of the customers’ submissionDell representative, *** is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintPlease have the customer contact the representative by email at
***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in 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
the Dell representative; *** has provided the customer with the requested technical information the customer deems he needed. He thanked *** for the call and asked that the Revdex.com complaint be closed. The customer has ***’s contact information should he need further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Complaint: ***
I am rejecting this response because: I did receive a 10% credit on my original order--the one I was told was cancelled by the order modification department but nonetheless was deliveredAfter spending hours talking to the order modification department, a new order was createdThat order was held and not delivered because Dell itself had not really cancelled the orderAlso the gift card I used on the original order was applied to the second order, but since it had been used it had no valueNow I'm returning the first order, but I had to pay full price with my credit card and the gift card I used will eventually be returned to me, but I won't be able to use it on the orderSo now I will have a $gift card I won't be able to use on the order, #***, for anythingI've already had to spend additional hours on the phone with Dell just to get the second order shippedI'm just so tired and upset from dealing with Dell and being sent out around different departments that don't give me the correct informationI'd like the value of my $gift card back or applied to my second orderI've spent too much time on this already and it's already taken me almost a whole month to get a televisionI've been treated terribly by people on the phoneMr*** has been helpful, but with only part of the problem, and really the wrong partI'd still like Dell to clean this up and not put the burden on me for resolving it
Regards,
*** ***
Dear Revdex.com,
Dell representative, ***, is attempting again to reach the customer by phone and email; however to date the customer has not been availableDue to attempts by email and phone with no response from the customer we are closing the complaint at this timeWe remain available to assist the customerPlease have the customer contact the representative by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Dear Revdex.com, Our records reflect that Dell representative *** followed up with the customerAfter researching with the gift card department Mr*** disputed with his Discover reward programThe Dell gift card will not be re-activated and Mr*** will need to contact the Discover Reward programDell considers this matter resolved and move to close this issuePlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matterSincerely 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 customerThank you for providing a copy of the submissionThe representative confirmed the replacement system is working as designedThe customer did not purchase directly from Dell so a refund is not an optionThe customer can go back to *** *** to discuss with them but Dell has supported the system under the terms and conditions of the warrantyOur representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because: I forwarded my response with the Dell Representative *** *** to Revdex.com for the record. Over the past two weeks, I have tried to resolve the true issue in the complaint but was unsuccessful in trying to get *** to understand the issue and now it has been almost three weeks to get to this point and my computer warranty has now expired. In my original complaint, I was clear that the issue was with the Dell Financial Services Customer Service I received, but I was told numerous times to contact them for any questions. The reason for elevating this complaint was due to their lack of customer service and unwillingness to work with me. I had one week in my warranty and was told over and over that this issue has to be resolved in the week I had left in the warranty. Their tech support determined it was an issue with the motherboard but after repeated attempts to get information on the specific motherboard I needed to buy on my own to test their theory, I was sent finally sent some examples they found that could potentially work, yet it was my responsibility to spend money and see if one of the boards worked and if that did not fix the issue, I would be out of luck since I only had one week left on the warranty. I spent close to $on a computer less than a year ago. I do not believe it is fair to only offer $for a computer that should not have failed that quickly and was covered by a warranty. I understand it is a parts only warranty, but Dell should be held responsible to honor the warranty until I can determine if the issue was successfully resolved. Since they were unwilling to help me identify the specific part to order on my own or provide it on their own accord, I do not accept the current terms of their settlement. They could either offer a higher settlement to cover any other potential issues or extend the warranty to see if the part they identified over the phone is truly the issue wit the system. I have owned Dell systems for over years and this is the first time I have seen even a refurbished computer fail that fast.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Today’s Date: 05/29/2015Dear 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 correspondenceDell 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 .Sincerely,Executive Support TeamIncident ID: ***Dell Inc
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
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
Dell 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. Dell is taking the appropriate action to resolve the customers claim. Should the customer have any additional concerns they 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. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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 www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concerns and explained the terms of sale www.Dell.com/WarrantyOur representative informed her, the
order was canceled due to pricing errorDell makes every effort to avoid errors on the Dell website, as we fully understand the bad experience it can cause our customers and DellSometimes an error may occur and for this reason, throughout Dell’s website, there is messaging which indicates, Dell reserves the right to cancel orders arising from pricing or other errorsOur representative worked with the credit verification and Gift Card departments to resolve the issue related to refund for order number ***Please note, the credit was provided in the form of a coupon, which was agreed upon by Ms***Our representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceShould Ms*** have any additional concerns, she can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support.
Sincerely,
Advanced Resolution Group
Incident ID ***
Dell
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
Dear Revdex.com,Dell representative, ***, contacted Mr*** to inform him the refund processed for the duplicate orderOur representative closed the case but remains available to assist in resolving all issues directly related to this caseOur representative may be
reached at ***@dell.com.Sincerely,Dell Advanced Resolution Team
Today’s Date: 03/22/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** *** ***, to address the contents of their correspondence
We thank the customer for their time and patience during this processThe customer may also contact the representative at ***. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Thank you for the opportunity to address the correspondence submitted by Mr
*** ***A Dell representative contacted Mr*** by phone and e-mail; however, has not been able to discuss the contents of his correspondencePlease have him contact our representative at ***@Dell.com to avoid further delays in this matter
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** * ***Customer expressed dissatisfaction with Dell service and support and wants the system servicedWe 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 assistanceAs per the terms of the Limited Hardware Warranty, an onsite service was processed, which was completed on June 9, Our representative also followto verify that the unit was functioning properly; however, the customer stated that they are going to return the unit to the third party’s place of purchaseShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.***, or for online assistance at www.***
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 customerThank you for providing a copy of the submissionDell representative *** explained to the customer that special pricing is not an optionThe damage to the LCD is accidental damage which is not covered under the hardware warrantyOur representative may be contacted directly by e-mail at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Thank you for providing a copy of the customers’ submissionDell representative, *** is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintPlease have the customer contact the representative by email at
***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in 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
the Dell representative; *** has provided the customer with the requested technical information the customer deems he needed. He thanked *** for the call and asked that the Revdex.com complaint be closed. The customer has ***’s contact information should he need further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Complaint: ***
I am rejecting this response because: I did receive a 10% credit on my original order--the one I was told was cancelled by the order modification department but nonetheless was deliveredAfter spending hours talking to the order modification department, a new order was createdThat order was held and not delivered because Dell itself had not really cancelled the orderAlso the gift card I used on the original order was applied to the second order, but since it had been used it had no valueNow I'm returning the first order, but I had to pay full price with my credit card and the gift card I used will eventually be returned to me, but I won't be able to use it on the orderSo now I will have a $gift card I won't be able to use on the order, #***, for anythingI've already had to spend additional hours on the phone with Dell just to get the second order shippedI'm just so tired and upset from dealing with Dell and being sent out around different departments that don't give me the correct informationI'd like the value of my $gift card back or applied to my second orderI've spent too much time on this already and it's already taken me almost a whole month to get a televisionI've been treated terribly by people on the phoneMr*** has been helpful, but with only part of the problem, and really the wrong partI'd still like Dell to clean this up and not put the burden on me for resolving it
Regards,
*** ***
Dear Revdex.com,
Dell representative, ***, is attempting again to reach the customer by phone and email; however to date the customer has not been availableDue to attempts by email and phone with no response from the customer we are closing the complaint at this timeWe remain available to assist the customerPlease have the customer contact the representative by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Dear Revdex.com, Our records reflect that Dell representative *** followed up with the customerAfter researching with the gift card department Mr*** disputed with his Discover reward programThe Dell gift card will not be re-activated and Mr*** will need to contact the Discover Reward programDell considers this matter resolved and move to close this issuePlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matterSincerely 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 customerThank you for providing a copy of the submissionThe representative confirmed the replacement system is working as designedThe customer did not purchase directly from Dell so a refund is not an optionThe customer can go back to *** *** to discuss with them but Dell has supported the system under the terms and conditions of the warrantyOur representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because: I forwarded my response with the Dell Representative *** *** to Revdex.com for the record. Over the past two weeks, I have tried to resolve the true issue in the complaint but was unsuccessful in trying to get *** to understand the issue and now it has been almost three weeks to get to this point and my computer warranty has now expired. In my original complaint, I was clear that the issue was with the Dell Financial Services Customer Service I received, but I was told numerous times to contact them for any questions. The reason for elevating this complaint was due to their lack of customer service and unwillingness to work with me. I had one week in my warranty and was told over and over that this issue has to be resolved in the week I had left in the warranty. Their tech support determined it was an issue with the motherboard but after repeated attempts to get information on the specific motherboard I needed to buy on my own to test their theory, I was sent finally sent some examples they found that could potentially work, yet it was my responsibility to spend money and see if one of the boards worked and if that did not fix the issue, I would be out of luck since I only had one week left on the warranty. I spent close to $on a computer less than a year ago. I do not believe it is fair to only offer $for a computer that should not have failed that quickly and was covered by a warranty. I understand it is a parts only warranty, but Dell should be held responsible to honor the warranty until I can determine if the issue was successfully resolved. Since they were unwilling to help me identify the specific part to order on my own or provide it on their own accord, I do not accept the current terms of their settlement. They could either offer a higher settlement to cover any other potential issues or extend the warranty to see if the part they identified over the phone is truly the issue wit the system. I have owned Dell systems for over years and this is the first time I have seen even a refurbished computer fail that fast.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Today’s Date: 05/29/2015Dear 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 correspondenceDell 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 .Sincerely,Executive Support TeamIncident ID: ***Dell Inc