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 Dell
representative; *** has authorized a new system exchange to resolve the technical problems the customer had been having with their computer. The new system was delivered to the customer on Thursday, 05/11/at 1:pm. The customer has ***’s contact information should they need further assistance in this matter. 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 customerPer the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty termsDell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchasedWe suggest the customer review the terms of the Limited Hardware Warranty ***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 *** or for online assistance at ***Sincerely, Advanced Resolution Group FID # *** Dell
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 the customer confirmed receipt and would updated once credit has postedThe representative updated the customer on 2/records show credit was processed back to the credit cardSincerely Advanced Resolution Group Incident *** Dell Inc
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,Thank you for providing a copy of the customer’s follow up submission The customer expressed dissatisfaction with Dell’s response and wants a new computer exchange and a free warranty extension As previously stated, per the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers Out of fairness to Dell customers who purchase warranty extensions, Dell will not offering to provide a warranty extension as a concession Since the date of the follsubmission, a Dell representative contacted the customer and informed him that Dell will not be processing a new system exchange and that the warranty could be extended if he wanted to purchase additional warranty We remain available to assist with repairs at Dell’s Repair Depot or a refurbished exchange under the terms of the warranty Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 informed him of the terms and conditions of Gift
Cards.***After further review, our representative processed the Gift Card and followto confirm resolutionWe 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
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*** ***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,
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
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,
*** ***
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 been instrumental in assisting the customer in receiving their refund for merchandise returned to Dell for credit. The customer received their refund today, 06/14/2016. We certainly do apologize for any miscommunication or frustration this matter may have caused our customer. 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 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
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
***
This customer ordered a new computer from Dell and the order was delayedOur representative spoke with the customer and she has received the system and all is working as designedOur representative closed this case with approval from the customerOur representative may be reached at
***@dell.com
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
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
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: Once again you are WRONG, I was on the phone with your Support Rep for hours and allowed him to remote into my laptop, after he FAILED to follow through with the original time in which HE SET. Dell, as a company has a TERRIBLE Customer Service component, you are transferred between so many departments and no one cares, just that they are passing it on to someone else. This situation is unsatisfactory, you (Dell) has continued to not back it's products, and just wants to pass the buck, or the Lemon, in this case. You have failed in any of your responses to address WHY there have been motherboards put into my laptop in less than a years time, you've just tried to blame me, for not sending to the depot (Which I did twice) and for not letting the technician remote in and work on my system, which I did. The only thing he did was update the BIOS and the Drivers, which I don't understand, since it just came back from your Depot for repairs the week before. Dell you have FAILED badly as reliable company and a company with any type of usable Customer Service assistance. I am still seeking a New Laptop, and you can have this one back, or an extended warranty, at Dell's expense.
Regards,
*** ***
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
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 Dell
representative; *** has authorized a new system exchange to resolve the technical problems the customer had been having with their computer. The new system was delivered to the customer on Thursday, 05/11/at 1:pm. The customer has ***’s contact information should they need further assistance in this matter. 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 customerPer the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty termsDell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchasedWe suggest the customer review the terms of the Limited Hardware Warranty ***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 *** or for online assistance at ***Sincerely, Advanced Resolution Group FID # *** Dell
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 the customer confirmed receipt and would updated once credit has postedThe representative updated the customer on 2/records show credit was processed back to the credit cardSincerely Advanced Resolution Group Incident *** Dell Inc
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,Thank you for providing a copy of the customer’s follow up submission The customer expressed dissatisfaction with Dell’s response and wants a new computer exchange and a free warranty extension As previously stated, per the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers Out of fairness to Dell customers who purchase warranty extensions, Dell will not offering to provide a warranty extension as a concession Since the date of the follsubmission, a Dell representative contacted the customer and informed him that Dell will not be processing a new system exchange and that the warranty could be extended if he wanted to purchase additional warranty We remain available to assist with repairs at Dell’s Repair Depot or a refurbished exchange under the terms of the warranty Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 informed him of the terms and conditions of Gift
Cards.***After further review, our representative processed the Gift Card and followto confirm resolutionWe 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
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*** ***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,
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
Complaint: ***
I am rejecting this response because:my account has not been credited.
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,
*** ***
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 been instrumental in assisting the customer in receiving their refund for merchandise returned to Dell for credit. The customer received their refund today, 06/14/2016. We certainly do apologize for any miscommunication or frustration this matter may have caused our customer. 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 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
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
***
This customer ordered a new computer from Dell and the order was delayedOur representative spoke with the customer and she has received the system and all is working as designedOur representative closed this case with approval from the customerOur representative may be reached at
***@dell.com
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
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
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: Once again you are WRONG, I was on the phone with your Support Rep for hours and allowed him to remote into my laptop, after he FAILED to follow through with the original time in which HE SET. Dell, as a company has a TERRIBLE Customer Service component, you are transferred between so many departments and no one cares, just that they are passing it on to someone else. This situation is unsatisfactory, you (Dell) has continued to not back it's products, and just wants to pass the buck, or the Lemon, in this case. You have failed in any of your responses to address WHY there have been motherboards put into my laptop in less than a years time, you've just tried to blame me, for not sending to the depot (Which I did twice) and for not letting the technician remote in and work on my system, which I did. The only thing he did was update the BIOS and the Drivers, which I don't understand, since it just came back from your Depot for repairs the week before. Dell you have FAILED badly as reliable company and a company with any type of usable Customer Service assistance. I am still seeking a New Laptop, and you can have this one back, or an extended warranty, at Dell's expense.
Regards,
*** ***
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