Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsMr*** stated that he received the promotional gift card; however, wants a gift card without
expiration dateOur representative informed him of the Terms and Conditions of Promotional Gift Cards
***
Mr*** informed our representative that he sold the gift card on eBay and considers this matter resolvedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur 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
A Dell representative remains engaged with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at ***@Dell.com for any further assistance they may need regarding this matter
Today’s Date: 10/06/2015 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 correspondenceWe
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
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,*** ***
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr*** expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction he may have experienced and appreciate the feedback providedSince the date of the submission,
a Dell representative contacted Mr*** to discuss his refund requestSubsequently our representative followed up to inform him that the refund for $has been processedHe should see this reflected on his next monthly billing statementWe ask that Mr*** contact our representative should there be any further questions regarding this matter. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com,
Thank you for providing a copy of the customer’s submission. Customer expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction they may have experienced and appreciate the feedbackDell’s
Terms and Conditions of Sale indicate that a return for credit is limited to the first thirty days from the invoice date, and that such hardware items would be subject to the available remedies under the applicable hardware warranty thereafterDell records indicate the computer was purchased during December, 2016, so a return for a refund would not be an optionSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative denied the customer’s refund request and offered support per the terms of Dell’s Limited Hardware Warranty. The customer declined this assistance. However, as a onetime gesture of goodwill, our representative processed a partial account credit to the original form of paymentShould the customer have any additional concerns regarding this case, 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.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear RevDex.com,Thank you for providing a copy of the customer’s submissionDr*** expressed dissatisfaction with Dell service and support and wants her warranty upgraded and a technical issue resolvedWe regret any miscommunication which may have occurred and appreciate the feedbackSince the date of the submission, a Dell representative contacted Dr*** and explained that the warranty coverage she requests is not available on the computer purchased from Dell’s consumer division, which may have caused the difficulty that she described she experienced during the on-line ordering processFor customer satisfaction reasons, our representative processed a Return Authorization for a refund so that Dr*** could purchase a different computer. Our representative provided their contact information and will remain available to assist Dr*** during the refund process. 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
Regards,
*** ***
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDell does not make adjustments on orders that were placed prior to the promotionThe customer had the option to cancel the order and re-order at the discounted price or returnThe customer was provided a concession as a courtesy and no further changes will be providedIn addition we have provided a link that further explains how Dell price match works*** As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group Incident ID: *** Dell
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,
*** ***
Complaint: ***
I am rejecting this response because:Dell made no good faith efforts to resolve the issue other than the initial credit offered when they first realized the item was out of stockOn 7/7/2017, I was given, in writing, a confirmation that my order is in stock and would be shipped that day only to find out, after calling Dell back, that I was given incorrect informationNot once through the sales process was I told the item was out of stock Instead, I was told it is in stock and ready to shipI generously offered to purchase a more expensive projector, which I was told was actually in stock, in exchange for receiving the sales price offered at the time I placed my purchase for the projector that never showed up (on 5/30/2017) I was told that Dell could not offer me any help on this while Epson, the projector manufacturer for both models, offered to give me a 10% discount to purchase it directly from themWhen "customer resolutions" finally called, which was only after I filed the Revdex.com complaint, I was told they would "call the manufacturer to determine what could be done, but my projector is scheduled to ship out on 7/13/2017." That was on 7/10/ First, I couldn't understand why no one else would call the manufacturer to find out where the projector is, and it took filing a Revdex.com complaint to initiate this process Second, instead of being given any helpful response, customer resolutions called the following day to "regretfully inform me that my projector is now estimated to ship on 7/due to manufacturer delays."However, after calling Epson myself, I was told by the manufacturer the projector is in stock and I could order overnight through them if I wanted to and I had been misinformed by Dell as to the projector's availability In support of Epson's statement, all my local Best Buy stores had the projector in stock, and it was available from other online retailers, such as Amazon, for overnight deliveryAt no time did Dell ever offer any satisfactory response I have every chat transcript as well as emails which explicitly state everything I have mentioned above Further, one of the Dell chat support reps asked if he could call my phone direct, which he did, and was verbally abusive on the phone When I put that into the chat window, he conveniently disconnected from chat Again, I have this transcript as wellIt is unreasonable, especially given today's technology, to not know whether an item is in stock at your company Further, it is also unreasonable to wait over months for an item that is readily available at numerous other stores and then to blame the manufacturer, who then tells the customer that the retailer has misinformed them as to product availability Also, consumers should not have to call Dell every day to find out where their purchased item is, and whether or not it has shipped Instead, Dell's sales / support teams should be informing customers that the item is out of stock and subject to extended delays, if that were actually the truth However, the fact that Dell didn't even update their website with estimated ship dates when you go to the item link to make a new purchase seems to me to be advertising There was no indication that the item was sold out / out of stock, and, instead an estimated ship date is provided I have screenshots showing that Dell only updated these dates after I complained that I had not received my shipment I also have a chat transcript from a salesperson telling me the item is "in stock" if I would like to go ahead and place my order Again, this seems like advertising to me.Regards,
*** ***
Complaint: ***
I am rejecting this response because:I had three offers from Dell to include a 10%, a 15%, and a *** discount of additional 15%Dell rejected all three stating the discount would amount to be more than anyone can authorizeThe unit is made to order and a blanket 10% discount with code "TENOFF" displayed on the Dell website through the 19th of JanuaryDell has since placed the "TENOFF" back on all systems ordered from DellThere is no difference in the unit I ordered and ordering another one with the same items.In addition Dell mailed me a personal 15% discount to buy a unit from themCode "***"This certificate has my name printed on the frontThis discount was also rejected because it also would have made a discount that was beyond what the agent could authorize.And finally I retrieved my *** discount from the Dell website via "*** **" which has verified my serviceThis discount is to be used in addition to any other discount offering from DellThe offer specifically states up to 30% off on Dell systems.In closing Dell's day price guarantee is for after system purchasesIf a unit is purchased and within days the unit becomes available at a lesser price Dell with refund the differenceThat is also published on Dells website under the price guaranteeIt has nothing to do with a similar unit as these are all made to order and none are pre madeDell makes offers online to have consumers purchase PC's at a cheaper priceWhat Dell did not count on was someone following the price match and when I discovered the unit was cheaper within the day period I purchased mine, I only asked what Dell offered in writing.It appears Dell has published discounts and because the discount is beyond the agents authority the entire discount is rejectedOffering a *** discount and then not honoring it amounts to advertisingThere is just no other words to describe this publicationI have all the documents should anyone like to view themI understand the 15% discount card is a coupon code and cannot be used with the 10% discountBut in all fairness the 15% discount and 15% *** discount totaling 30% should be honoredI so states on the *** discount up to 30% and it can be used with other code offerings.However I was instructed to return the unit if I would not except Dell's $discountBy all rights I should have been authorized the 30% of the $amount of the sales priceHowever Dell refused the discount because of the big discount was beyond anyone's authority that a customers is allowed to speak withThis discount would amount to over $and Dell says that is too much and to return the unitI have done as instructed along with the accessories that were pre shipped at time of purchaseOf course some or all discounts will expire soon
Regards,
*** ***
Complaint: ***
I am rejecting this response because: What was said in the response is there was no assistance offeredI was told not asked that my order was canceled and would receive a credit maybe in days.There is no resolution, the partial credit was for the first incorrect unitI received a duplicate incorrect shipment and both incorrect orders have been returned to DellI have never received the correct unit ordered or a refund of my original purchase priceHow can I get a goodwill gesture on the first order mistake in two days but cannot get a refund when they cancel my order and tell me to reorderThere was no effort made to get the order corrected after the second error made by Dell.If it is not on the customer service form letter they read to you when you call, they have no clue how to correct their mistakes
Regards,
*** ***
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,
*** ***
Complaint: ***
I am rejecting this response because:Dell did not address the issue of telling me I would receive a refund prior to the phone call offer of fixing it stated below! How can Dell tell my daughter and me both on the phone and in writing (Revdex.com has a copy of the email) that we would be receiving an email with a label "way bill" to attach to the computer and original box and upon Dells receipt of the computer a full refund would be issued to our bank account? Then just change their mind??? They told us both in the phone and in writing that we would receive a REFUND! I declined the offer stated below on Feb because prior to that I had been told I would receive a refund and! Since Dell had put in writing that I would receive a refund, I purchased another computer for my daughterShe had been without a working computer since early December almost two months and needed one as required in college! I have waited long enough for Dell to do what they said they would do! It has been weeks since I was told I would be returning the computer and it is boxed up and ready to go! Dell needs to send me the email and give me the refund as I was told.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I am refusing to accept this response, as previously stated I did provide the necessary information and to date you guys have not been professional and also have not done anything to personally address the issueAlso, *** basically told me that I’m lying, so reglardless the information has been provided, and nothing has been done on Dells end to resolve thisI actually have not heard anything since the last conversation with *** which tells me that you aren’t interested in addressing the issueI will not do anything further in regards to this, this is your problem nowI will not send my defective unit back until I receive the replacement I have been promisedIt seems like a common theme with Dell that you do not live up to your promises Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for promotional gift cards We regret any dissatisfaction the customer may have experienced and appreciate the
feedback provided Dell records indicate the customer was already sent the $gift card promotion and that the Dell Advantage Rewards promotional gift card was being processed Since the date of the submission, a Dell representative contacted the customer to provide an update on the second gift card and the customer subsequently confirmed receipt of the second gift card The customer may contact our representative at ***@Dell.com for any further assistance they may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: *** stated the laptop was "exchanged" in This is deceptiveI was given an entirely "new" unitIn 2011, I was injured (burned) by the 1st laptopAt the threat of a lawsuit Dell agreed to give me a whole new unit. Dell went through extensive tests checking out that first defective laptop. I was told before I received this would not be considered an exchange but a whole NEW systemThis was definitely something that was a very important point that was discussed before it was shipped.Again, further proof points to the fact that on 2/6/I purchased a warranty extensionIf the laptop was considered purchased in then my ability to purchase a warranty (years) would have expired in I have included documentation that shows I purchased the warranty in 2014.Dell is either making an attempt to defraud me or they have incorrect records
Regards,
*** ***
Today’s Date: 09/29/2015 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 continued technical concerns with their Dell systemAt this time the agent issued an onsite repair and is pending a response from the customer if the onsite resolved the matterWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should they still require assistance. Sincerely, Executive Support TeamIncident 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 submissionOur records indicate the Dell representative;
*** has made numerous attempts to reach the customer by email but have received no response from the customer. Since there is a specific time period in which Dell is allotted to officially respond to the Revdex.com, Dell has no other option than to close our case due to lack of response by the customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should change their mind and indicate they welcome assistance in this matter. Dell will be happy to re-open the case and address the matter with our customer at that time. Sincerely, Executive Support Team Incident 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 concernsMr*** stated that he received the promotional gift card; however, wants a gift card without
expiration dateOur representative informed him of the Terms and Conditions of Promotional Gift Cards
***
Mr*** informed our representative that he sold the gift card on eBay and considers this matter resolvedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur 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
A Dell representative remains engaged with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at ***@Dell.com for any further assistance they may need regarding this matter
Today’s Date: 10/06/2015 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 correspondenceWe
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
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,*** ***
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr*** expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction he may have experienced and appreciate the feedback providedSince the date of the submission,
a Dell representative contacted Mr*** to discuss his refund requestSubsequently our representative followed up to inform him that the refund for $has been processedHe should see this reflected on his next monthly billing statementWe ask that Mr*** contact our representative should there be any further questions regarding this matter. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com,
Thank you for providing a copy of the customer’s submission. Customer expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction they may have experienced and appreciate the feedbackDell’s
Terms and Conditions of Sale indicate that a return for credit is limited to the first thirty days from the invoice date, and that such hardware items would be subject to the available remedies under the applicable hardware warranty thereafterDell records indicate the computer was purchased during December, 2016, so a return for a refund would not be an optionSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative denied the customer’s refund request and offered support per the terms of Dell’s Limited Hardware Warranty. The customer declined this assistance. However, as a onetime gesture of goodwill, our representative processed a partial account credit to the original form of paymentShould the customer have any additional concerns regarding this case, 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.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear RevDex.com,Thank you for providing a copy of the customer’s submissionDr*** expressed dissatisfaction with Dell service and support and wants her warranty upgraded and a technical issue resolvedWe regret any miscommunication which may have occurred and appreciate the feedbackSince the date of the submission, a Dell representative contacted Dr*** and explained that the warranty coverage she requests is not available on the computer purchased from Dell’s consumer division, which may have caused the difficulty that she described she experienced during the on-line ordering processFor customer satisfaction reasons, our representative processed a Return Authorization for a refund so that Dr*** could purchase a different computer. Our representative provided their contact information and will remain available to assist Dr*** during the refund process. 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
Regards,
*** ***
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDell does not make adjustments on orders that were placed prior to the promotionThe customer had the option to cancel the order and re-order at the discounted price or returnThe customer was provided a concession as a courtesy and no further changes will be providedIn addition we have provided a link that further explains how Dell price match works*** As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group Incident ID: *** Dell
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,
*** ***
Complaint: ***
I am rejecting this response because:Dell made no good faith efforts to resolve the issue other than the initial credit offered when they first realized the item was out of stockOn 7/7/2017, I was given, in writing, a confirmation that my order is in stock and would be shipped that day only to find out, after calling Dell back, that I was given incorrect informationNot once through the sales process was I told the item was out of stock Instead, I was told it is in stock and ready to shipI generously offered to purchase a more expensive projector, which I was told was actually in stock, in exchange for receiving the sales price offered at the time I placed my purchase for the projector that never showed up (on 5/30/2017) I was told that Dell could not offer me any help on this while Epson, the projector manufacturer for both models, offered to give me a 10% discount to purchase it directly from themWhen "customer resolutions" finally called, which was only after I filed the Revdex.com complaint, I was told they would "call the manufacturer to determine what could be done, but my projector is scheduled to ship out on 7/13/2017." That was on 7/10/ First, I couldn't understand why no one else would call the manufacturer to find out where the projector is, and it took filing a Revdex.com complaint to initiate this process Second, instead of being given any helpful response, customer resolutions called the following day to "regretfully inform me that my projector is now estimated to ship on 7/due to manufacturer delays."However, after calling Epson myself, I was told by the manufacturer the projector is in stock and I could order overnight through them if I wanted to and I had been misinformed by Dell as to the projector's availability In support of Epson's statement, all my local Best Buy stores had the projector in stock, and it was available from other online retailers, such as Amazon, for overnight deliveryAt no time did Dell ever offer any satisfactory response I have every chat transcript as well as emails which explicitly state everything I have mentioned above Further, one of the Dell chat support reps asked if he could call my phone direct, which he did, and was verbally abusive on the phone When I put that into the chat window, he conveniently disconnected from chat Again, I have this transcript as wellIt is unreasonable, especially given today's technology, to not know whether an item is in stock at your company Further, it is also unreasonable to wait over months for an item that is readily available at numerous other stores and then to blame the manufacturer, who then tells the customer that the retailer has misinformed them as to product availability Also, consumers should not have to call Dell every day to find out where their purchased item is, and whether or not it has shipped Instead, Dell's sales / support teams should be informing customers that the item is out of stock and subject to extended delays, if that were actually the truth However, the fact that Dell didn't even update their website with estimated ship dates when you go to the item link to make a new purchase seems to me to be advertising There was no indication that the item was sold out / out of stock, and, instead an estimated ship date is provided I have screenshots showing that Dell only updated these dates after I complained that I had not received my shipment I also have a chat transcript from a salesperson telling me the item is "in stock" if I would like to go ahead and place my order Again, this seems like advertising to me.Regards,
*** ***
Complaint: ***
I am rejecting this response because:I had three offers from Dell to include a 10%, a 15%, and a *** discount of additional 15%Dell rejected all three stating the discount would amount to be more than anyone can authorizeThe unit is made to order and a blanket 10% discount with code "TENOFF" displayed on the Dell website through the 19th of JanuaryDell has since placed the "TENOFF" back on all systems ordered from DellThere is no difference in the unit I ordered and ordering another one with the same items.In addition Dell mailed me a personal 15% discount to buy a unit from themCode "***"This certificate has my name printed on the frontThis discount was also rejected because it also would have made a discount that was beyond what the agent could authorize.And finally I retrieved my *** discount from the Dell website via "*** **" which has verified my serviceThis discount is to be used in addition to any other discount offering from DellThe offer specifically states up to 30% off on Dell systems.In closing Dell's day price guarantee is for after system purchasesIf a unit is purchased and within days the unit becomes available at a lesser price Dell with refund the differenceThat is also published on Dells website under the price guaranteeIt has nothing to do with a similar unit as these are all made to order and none are pre madeDell makes offers online to have consumers purchase PC's at a cheaper priceWhat Dell did not count on was someone following the price match and when I discovered the unit was cheaper within the day period I purchased mine, I only asked what Dell offered in writing.It appears Dell has published discounts and because the discount is beyond the agents authority the entire discount is rejectedOffering a *** discount and then not honoring it amounts to advertisingThere is just no other words to describe this publicationI have all the documents should anyone like to view themI understand the 15% discount card is a coupon code and cannot be used with the 10% discountBut in all fairness the 15% discount and 15% *** discount totaling 30% should be honoredI so states on the *** discount up to 30% and it can be used with other code offerings.However I was instructed to return the unit if I would not except Dell's $discountBy all rights I should have been authorized the 30% of the $amount of the sales priceHowever Dell refused the discount because of the big discount was beyond anyone's authority that a customers is allowed to speak withThis discount would amount to over $and Dell says that is too much and to return the unitI have done as instructed along with the accessories that were pre shipped at time of purchaseOf course some or all discounts will expire soon
Regards,
*** ***
Complaint: ***
I am rejecting this response because: What was said in the response is there was no assistance offeredI was told not asked that my order was canceled and would receive a credit maybe in days.There is no resolution, the partial credit was for the first incorrect unitI received a duplicate incorrect shipment and both incorrect orders have been returned to DellI have never received the correct unit ordered or a refund of my original purchase priceHow can I get a goodwill gesture on the first order mistake in two days but cannot get a refund when they cancel my order and tell me to reorderThere was no effort made to get the order corrected after the second error made by Dell.If it is not on the customer service form letter they read to you when you call, they have no clue how to correct their mistakes
Regards,
*** ***
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,
*** ***
Complaint: ***
I am rejecting this response because:Dell did not address the issue of telling me I would receive a refund prior to the phone call offer of fixing it stated below! How can Dell tell my daughter and me both on the phone and in writing (Revdex.com has a copy of the email) that we would be receiving an email with a label "way bill" to attach to the computer and original box and upon Dells receipt of the computer a full refund would be issued to our bank account? Then just change their mind??? They told us both in the phone and in writing that we would receive a REFUND! I declined the offer stated below on Feb because prior to that I had been told I would receive a refund and! Since Dell had put in writing that I would receive a refund, I purchased another computer for my daughterShe had been without a working computer since early December almost two months and needed one as required in college! I have waited long enough for Dell to do what they said they would do! It has been weeks since I was told I would be returning the computer and it is boxed up and ready to go! Dell needs to send me the email and give me the refund as I was told.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I am refusing to accept this response, as previously stated I did provide the necessary information and to date you guys have not been professional and also have not done anything to personally address the issueAlso, *** basically told me that I’m lying, so reglardless the information has been provided, and nothing has been done on Dells end to resolve thisI actually have not heard anything since the last conversation with *** which tells me that you aren’t interested in addressing the issueI will not do anything further in regards to this, this is your problem nowI will not send my defective unit back until I receive the replacement I have been promisedIt seems like a common theme with Dell that you do not live up to your promises Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for promotional gift cards We regret any dissatisfaction the customer may have experienced and appreciate the
feedback provided Dell records indicate the customer was already sent the $gift card promotion and that the Dell Advantage Rewards promotional gift card was being processed Since the date of the submission, a Dell representative contacted the customer to provide an update on the second gift card and the customer subsequently confirmed receipt of the second gift card The customer may contact our representative at ***@Dell.com for any further assistance they may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: *** stated the laptop was "exchanged" in This is deceptiveI was given an entirely "new" unitIn 2011, I was injured (burned) by the 1st laptopAt the threat of a lawsuit Dell agreed to give me a whole new unit. Dell went through extensive tests checking out that first defective laptop. I was told before I received this would not be considered an exchange but a whole NEW systemThis was definitely something that was a very important point that was discussed before it was shipped.Again, further proof points to the fact that on 2/6/I purchased a warranty extensionIf the laptop was considered purchased in then my ability to purchase a warranty (years) would have expired in I have included documentation that shows I purchased the warranty in 2014.Dell is either making an attempt to defraud me or they have incorrect records
Regards,
*** ***
Today’s Date: 09/29/2015 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 continued technical concerns with their Dell systemAt this time the agent issued an onsite repair and is pending a response from the customer if the onsite resolved the matterWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should they still require assistance. Sincerely, Executive Support TeamIncident 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 submissionOur records indicate the Dell representative;
*** has made numerous attempts to reach the customer by email but have received no response from the customer. Since there is a specific time period in which Dell is allotted to officially respond to the Revdex.com, Dell has no other option than to close our case due to lack of response by the customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should change their mind and indicate they welcome assistance in this matter. Dell will be happy to re-open the case and address the matter with our customer at that time. Sincerely, Executive Support Team Incident ID# *** Dell Inc