Dear Revdex.com, Dell representative, ***, is attempted to reach the customer by phone and email to assist the customer furtherAt this time the representative remains available to assist the customer with these additional concernsPlease have the customer contact the representative by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative worked with our account verification team to resolve this matterIn the interest of
customer satisfaction, our representative processed an onsite service, which was completed on April 13, Our representative also followwith Mr*** to confirm resolutionHis request for replacement, refund, or compensation was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***
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
Complaint:
I am rejecting this response because:Severe errors were made on behalf of Dell which cost me significant production time and personal time Someone has to pay for that and it appears as though Dell feels that that someone should be me Dell, how is it right and fair that I should suffer the cost of your errors, negligence and what appears to be, outright fraud? I bought this machine on what appears to be phony pretences and had I known I would have had an experience 1/10th as bad as this, I would have taken my business elsewhere I have received the replacement unit and in just a short time using it, it performs worse than the original I am away from my office for a period of time and will need to test it out once I am back but so far this replacement is worse than the original Very disappointing experience with Dell through and through This is not the end of this situation and it is far from resolved
Regards,
* ***
Dear Revdex.com, I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding receipt of unwanted marketing materialWe appreciate your taking the time to bring this matter to our attentionI assure you we take matters like this very seriously and the Dell representative continues to work to bring this to a resolutionThe representative is working with Dell Financial in regards to the remaining balance and also about any late feesPlease accept our sincere apologies for any inconvenience this may have causedYou may contact me directly by email at ***@Dell.com for any further assistance you may need in this matterSincerely Advanced Resolution Group Incident *** 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
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 had a warranty attached to the customer’s computer and the customer will contact *** when she is ready to have service issued. 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 told Dell not long after this whole debacle got started that the debit card I used to purchase the computer had been cancelled Not sure if they can still apply a credit or not, but in the business world credits take 3-days to post, not an entire billing cycle (which I'm assuming means a month to Dell)
Regards,
*** ***
Today’s Date: 05/12/2015Dear 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 correspondenceThe customer requests a lower resolution display however one is not recommendedThe agent informed the customer and confirmed permission to close the matterDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at *** should they have additional questions or concerns.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 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 had the customer’s defective product replaced. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Complaint: ***
I am rejecting this response because: Dealing with Mr*** is now the worst part of being a *former* DELL customerHe did NOT offer support, as stated in his recent letterHe did, however, yell at me for expecting DELL to fix my computer, hung up on me and acted innocent when the call reconnectedIn writing, he referred to our interactions as a "Frontline Fiesta" When I'd ask him a question such as, "are our calls being recorded?" He'd respond with, "I don't know, are they?" Eventually answering that they were not recordedHis behavior was totally unacceptable throughout the entire experienceMr ***, we both know Dell does train their staff to troubleshoot basic Windows issues but they claim otherwise if it suits themI had an open tech-assistance case, and the warranty happened to end while the case was openIn the middle of offering support, they slammed the door shut and refused to open it, if even a littleIn any case, I vlog, blog, and create reviewsI am hoping to cost you a few PC salesFor example, check out the review on Amazon for this computerAs Mr*** would say, "Your case is closed and there is nothing you can do about it".
Regards,
*** ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him of the Terms of Promotional Gift Cards and Dell Advantage Rewards
***
***Please note that the promotion was not valid for resellers; therefore, his request for promotional gift card(s) was respectfully deniedWe 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
Complaint: ***
I am rejecting this response because: The gentleman responded only after I contacted your organizationPrior to that, It was like pulling teeth with pliers to even get someone to call me back or care about my concerns in any wayIn fact, they were 99% rude. I also lost work from February through March 5th and almost lost my part time jobI asked him when he called what about my lost wages, he said Dell won't pay for that. This is the second computer I had to return to them and fight to demand a refund. They also have a class action lawsuit pending right now for selling warranties that were shams to North Carolina residents from 2003-I didn't live in NC then. I would have filed a Revdex.com complaint with the first computer that malfunctioned but they refunded me after I also lost work back in SeptemberI was so frustrated with them I didn't think of filing a Revdex.com complaint but did threaten a Class Action lawsuit.Additionally, took this last computer in for repairs in January and again on Feb 25th ot 25thI would have to look at the many notes I tookI had to wait over the weekend for them to send their box but they told me if I wanted to return it (before I got your office involved) all of a sudden they said I would have to supply my own box. I literally spent a whole week of them remotely taking over my computer to fix it when I told them I had been through this with them before but gave them three chances to be ethical and moral. I only got rude people and was bounced around from one department to another.I tried to find phone numbers to call Dell Headquarters and all the phone numbers for the texas office that are listed on their website and on the internet are not working. I am on SSD and did not have the means to buy another computer and I not only feel they owe me lost wagesI explained all of this from the very startI almost lost my job and it is still in jeopardyThe time I spend dealing with their unscrupulous behavior caused me to not be able to work on my online certification ESL classThe company I work for as a part time tutor has told me that if I don't have my course completed by the end of May, I will no longer have a job. This is because of Dell's reprehensible behaviorThey know they still owe me more than their mechanical "so sorry for that" words they must be trained to sayI feel they still owe me the for my lost wages, not to mention me very likely losing the part time job I have which SSD is aware of and it is allowed. I'm have PTSD and Bi-polar with physical disabilities so working outside my home is next to impossible but I actively lookingI have just got back on the work schedule yesterday so I may be able to make this month but I will as of April 1st I don't know what I'm going to do. They have so many complaints it's outrageous so I am dropping thisThey need to be shut down.
Regards,
*** ***
.Dear Revdex.com,
This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe customer system was serviced under the hardware warranty and was determined it is working as designedA request for a return is respectfully denied system invoiced in 2/9/The system will be supported under hard ware warranty until 02/09/Dell considers this matter closed
Advanced Resolution Group
Incident
***
Dell Inc
Complaint: ***
I am rejecting this response because: The reason that I filed the complaint is because I am being asked to provide the personal information of all the people that gifted me the cards. Now only I am being asked to provide my personal information (Photo ID) in order to consolidate Gift CardsMy personal info should not be required to consolidate gift cards. The cards that I have all all accepted on Dell's website however, Dell does not accept more than three forms of payment at one time so I am forced to try to consolidate the cards. No only at Dell can tell me why only three forms of payment are accepted, or why my personal information is requiredI am concerned for my identity as I am being asked to submit the information over email and have no assurance who the email is going to or that it will not be forwarded. I was also asked to track down all the individuals that provided me the gift cards and provide the date that they purchased the cards which I also feel is an unreasonable burden to put on the customer. Because of these issues I was not able to make purchases on Black Friday or Cyber Monday, and missed purchasing the deals that I wanted. I have now spent 6+ hours on the phone trying to resolve this issue.
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 The customer is
contacting the Revdex.com about a pricing error on Dell’s website, regarding the Solid State GB Drive. Once Dell discovered the mistake, the links were disabled and any orders that may have been placed were canceled by Dell. Dell realizes situations such as this can be disappointing for our customers so we truly do apologize. Please understand, Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we reserve the right to deny the processing of any orders arising from pricing or other errors. In fact, our published policies communicate the fact that "Dell is not responsible for pricing, typographical, or other errors, in any offer by Dell and reserves the right to cancel any orders resulting from such errors." We appreciate the customer taking the time to bring this observation to our attention. Our merchandizing team is aware of this pricing error. We are sorry, but we are unable to honor the wrong price and must respectfully deny any request we may encounter. Our records indicate Dell representative, *** has called the customer, apologized, and made certain the customer received his full refund. 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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** to address his issuesOur records indicate the order has been deliveredWe regret any dissatisfaction Mr*** may
have experienced and *** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough I was not happy with the way some of it was handled If the representative did not get a hold of me on the first try they did not leave a message and changed things to how they wanted it done I replied back to several emails that I did not receive a response from and then called and was told the person I had to talk to wasn't available When I was first contacted the rep and I agreed he would send boxes and I would mail the computers in He then changed it to having a tech come to my house to fix the computers without consulting me first He called once and that was it I then received an email stating that a tech was coming I replied to that email and the next one and did NOT give a response I do not think it is right that they decided on their own to send someone to my house Regardless of what they say the fact that BOTH computers would not restart after the Dell automatic update shows that there was an issue with that update It obviously was not compatible with those computers Nothing I could have done on my end on computers that were less than a year old would have cause BOTH of them to not restart after those updates They should have a year warranty on the computers.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:As of nothing has been resolved*** called about three weeks agoOf course he called me during my work hours, when I cannot answer my phoneI have told these people numerous times the hours to call meThey choose to ignore that(What a surprise)I call him back numerous times and sent him numerous emailsHe totally ignores every call and every emailThen I got a call on December 4th stating that they will send me a refurbished computer equivalent to what I haveIf they cannot find one they will have someone sign off on a new oneNeedless to say that never happenedI got a email December 13th with the specs of a laptop (WHICH IS A ONE TIME OFFER) what they were offering was not close to what I have and paid forHad the lowest resolution u can get and I have the highestin screen, dvd tray, graphics not as good as mine not to mention the processorThe list goes on and onSo I did not except itNever heard back from them as of I just want to back things up a littleTheir techs basically destroyed my laptop with there incompetent knowledgeThey replaced hard drive twice and replaced the mother boardAs of today my laptop is basically useless to meI can't power it up half the time Cannot save or keep nothing on because I don't know if I will get back intoI was told by last tech that came to my house the screen is badWith other internal issuesI also sent my laptop to dell in November to the Depot departmentWhich was never fixedThis laptop is used for all my photography that's why graphics and resolution is so importantI financed this computer through dell and still owe a large amoutIn which if they don't resolve this issue I will not pay another cent for something I cannot useThis is despicable and unprofessional and ludicrous how they treat their customers and do absolutely nothing to resolve this issueI will not except nothing less than what I have nowI am a single parent with a autistic daughter and I don't have the money to buy another laptop I cannot believe that we let this company rip off thousands and thousands peopleIt's despicable and exhausting My situation has been a on going problem since AugustCan you please get me some answers and get me a new laptopThank you for your time
Regards,
*** ***
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 refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date
of the submission, a Dell representative contacted the customer to discuss her concerns Our representative was provided product information and the customer indicated the original purchase was from a third party so a refund from Dell would not be an option Our representative informed the customer that her warranty has expired and, as no unresolved or reported issues existed at the time the warranty expired, support would be provided by Dell’s fee-based out of warranty support representatives should the customer want to purchase this service We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com, Dell representative, ***, is attempted to reach the customer by phone and email to assist the customer furtherAt this time the representative remains available to assist the customer with these additional concernsPlease have the customer contact the representative by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative worked with our account verification team to resolve this matterIn the interest of
customer satisfaction, our representative processed an onsite service, which was completed on April 13, Our representative also followwith Mr*** to confirm resolutionHis request for replacement, refund, or compensation was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***
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
Complaint:
I am rejecting this response because:Severe errors were made on behalf of Dell which cost me significant production time and personal time Someone has to pay for that and it appears as though Dell feels that that someone should be me Dell, how is it right and fair that I should suffer the cost of your errors, negligence and what appears to be, outright fraud? I bought this machine on what appears to be phony pretences and had I known I would have had an experience 1/10th as bad as this, I would have taken my business elsewhere I have received the replacement unit and in just a short time using it, it performs worse than the original I am away from my office for a period of time and will need to test it out once I am back but so far this replacement is worse than the original Very disappointing experience with Dell through and through This is not the end of this situation and it is far from resolved
Regards,
* ***
Dear Revdex.com, I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding receipt of unwanted marketing materialWe appreciate your taking the time to bring this matter to our attentionI assure you we take matters like this very seriously and the Dell representative continues to work to bring this to a resolutionThe representative is working with Dell Financial in regards to the remaining balance and also about any late feesPlease accept our sincere apologies for any inconvenience this may have causedYou may contact me directly by email at ***@Dell.com for any further assistance you may need in this matterSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:The proposed discount on a future purchase is grossly inadequate.
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
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 had a warranty attached to the customer’s computer and the customer will contact *** when she is ready to have service issued. 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 told Dell not long after this whole debacle got started that the debit card I used to purchase the computer had been cancelled Not sure if they can still apply a credit or not, but in the business world credits take 3-days to post, not an entire billing cycle (which I'm assuming means a month to Dell)
Regards,
*** ***
Today’s Date: 05/12/2015Dear 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 correspondenceThe customer requests a lower resolution display however one is not recommendedThe agent informed the customer and confirmed permission to close the matterDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at *** should they have additional questions or concerns.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 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 had the customer’s defective product replaced. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Complaint: ***
I am rejecting this response because: Dealing with Mr*** is now the worst part of being a *former* DELL customerHe did NOT offer support, as stated in his recent letterHe did, however, yell at me for expecting DELL to fix my computer, hung up on me and acted innocent when the call reconnectedIn writing, he referred to our interactions as a "Frontline Fiesta" When I'd ask him a question such as, "are our calls being recorded?" He'd respond with, "I don't know, are they?" Eventually answering that they were not recordedHis behavior was totally unacceptable throughout the entire experienceMr ***, we both know Dell does train their staff to troubleshoot basic Windows issues but they claim otherwise if it suits themI had an open tech-assistance case, and the warranty happened to end while the case was openIn the middle of offering support, they slammed the door shut and refused to open it, if even a littleIn any case, I vlog, blog, and create reviewsI am hoping to cost you a few PC salesFor example, check out the review on Amazon for this computerAs Mr*** would say, "Your case is closed and there is nothing you can do about it".
Regards,
*** ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him of the Terms of Promotional Gift Cards and Dell Advantage Rewards
***
***Please note that the promotion was not valid for resellers; therefore, his request for promotional gift card(s) was respectfully deniedWe 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
Complaint: ***
I am rejecting this response because: The gentleman responded only after I contacted your organizationPrior to that, It was like pulling teeth with pliers to even get someone to call me back or care about my concerns in any wayIn fact, they were 99% rude. I also lost work from February through March 5th and almost lost my part time jobI asked him when he called what about my lost wages, he said Dell won't pay for that. This is the second computer I had to return to them and fight to demand a refund. They also have a class action lawsuit pending right now for selling warranties that were shams to North Carolina residents from 2003-I didn't live in NC then. I would have filed a Revdex.com complaint with the first computer that malfunctioned but they refunded me after I also lost work back in SeptemberI was so frustrated with them I didn't think of filing a Revdex.com complaint but did threaten a Class Action lawsuit.Additionally, took this last computer in for repairs in January and again on Feb 25th ot 25thI would have to look at the many notes I tookI had to wait over the weekend for them to send their box but they told me if I wanted to return it (before I got your office involved) all of a sudden they said I would have to supply my own box. I literally spent a whole week of them remotely taking over my computer to fix it when I told them I had been through this with them before but gave them three chances to be ethical and moral. I only got rude people and was bounced around from one department to another.I tried to find phone numbers to call Dell Headquarters and all the phone numbers for the texas office that are listed on their website and on the internet are not working. I am on SSD and did not have the means to buy another computer and I not only feel they owe me lost wagesI explained all of this from the very startI almost lost my job and it is still in jeopardyThe time I spend dealing with their unscrupulous behavior caused me to not be able to work on my online certification ESL classThe company I work for as a part time tutor has told me that if I don't have my course completed by the end of May, I will no longer have a job. This is because of Dell's reprehensible behaviorThey know they still owe me more than their mechanical "so sorry for that" words they must be trained to sayI feel they still owe me the for my lost wages, not to mention me very likely losing the part time job I have which SSD is aware of and it is allowed. I'm have PTSD and Bi-polar with physical disabilities so working outside my home is next to impossible but I actively lookingI have just got back on the work schedule yesterday so I may be able to make this month but I will as of April 1st I don't know what I'm going to do. They have so many complaints it's outrageous so I am dropping thisThey need to be shut down.
Regards,
*** ***
.Dear Revdex.com,
This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe customer system was serviced under the hardware warranty and was determined it is working as designedA request for a return is respectfully denied system invoiced in 2/9/The system will be supported under hard ware warranty until 02/09/Dell considers this matter closed
Advanced Resolution Group
Incident
***
Dell Inc
Complaint: ***
I am rejecting this response because: The reason that I filed the complaint is because I am being asked to provide the personal information of all the people that gifted me the cards. Now only I am being asked to provide my personal information (Photo ID) in order to consolidate Gift CardsMy personal info should not be required to consolidate gift cards. The cards that I have all all accepted on Dell's website however, Dell does not accept more than three forms of payment at one time so I am forced to try to consolidate the cards. No only at Dell can tell me why only three forms of payment are accepted, or why my personal information is requiredI am concerned for my identity as I am being asked to submit the information over email and have no assurance who the email is going to or that it will not be forwarded. I was also asked to track down all the individuals that provided me the gift cards and provide the date that they purchased the cards which I also feel is an unreasonable burden to put on the customer. Because of these issues I was not able to make purchases on Black Friday or Cyber Monday, and missed purchasing the deals that I wanted. I have now spent 6+ hours on the phone trying to resolve this issue.
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 The customer is
contacting the Revdex.com about a pricing error on Dell’s website, regarding the Solid State GB Drive. Once Dell discovered the mistake, the links were disabled and any orders that may have been placed were canceled by Dell. Dell realizes situations such as this can be disappointing for our customers so we truly do apologize. Please understand, Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we reserve the right to deny the processing of any orders arising from pricing or other errors. In fact, our published policies communicate the fact that "Dell is not responsible for pricing, typographical, or other errors, in any offer by Dell and reserves the right to cancel any orders resulting from such errors." We appreciate the customer taking the time to bring this observation to our attention. Our merchandizing team is aware of this pricing error. We are sorry, but we are unable to honor the wrong price and must respectfully deny any request we may encounter. Our records indicate Dell representative, *** has called the customer, apologized, and made certain the customer received his full refund. 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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** to address his issuesOur records indicate the order has been deliveredWe regret any dissatisfaction Mr*** may
have experienced and *** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough I was not happy with the way some of it was handled If the representative did not get a hold of me on the first try they did not leave a message and changed things to how they wanted it done I replied back to several emails that I did not receive a response from and then called and was told the person I had to talk to wasn't available When I was first contacted the rep and I agreed he would send boxes and I would mail the computers in He then changed it to having a tech come to my house to fix the computers without consulting me first He called once and that was it I then received an email stating that a tech was coming I replied to that email and the next one and did NOT give a response I do not think it is right that they decided on their own to send someone to my house Regardless of what they say the fact that BOTH computers would not restart after the Dell automatic update shows that there was an issue with that update It obviously was not compatible with those computers Nothing I could have done on my end on computers that were less than a year old would have cause BOTH of them to not restart after those updates They should have a year warranty on the computers.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:As of nothing has been resolved*** called about three weeks agoOf course he called me during my work hours, when I cannot answer my phoneI have told these people numerous times the hours to call meThey choose to ignore that(What a surprise)I call him back numerous times and sent him numerous emailsHe totally ignores every call and every emailThen I got a call on December 4th stating that they will send me a refurbished computer equivalent to what I haveIf they cannot find one they will have someone sign off on a new oneNeedless to say that never happenedI got a email December 13th with the specs of a laptop (WHICH IS A ONE TIME OFFER) what they were offering was not close to what I have and paid forHad the lowest resolution u can get and I have the highestin screen, dvd tray, graphics not as good as mine not to mention the processorThe list goes on and onSo I did not except itNever heard back from them as of I just want to back things up a littleTheir techs basically destroyed my laptop with there incompetent knowledgeThey replaced hard drive twice and replaced the mother boardAs of today my laptop is basically useless to meI can't power it up half the time Cannot save or keep nothing on because I don't know if I will get back intoI was told by last tech that came to my house the screen is badWith other internal issuesI also sent my laptop to dell in November to the Depot departmentWhich was never fixedThis laptop is used for all my photography that's why graphics and resolution is so importantI financed this computer through dell and still owe a large amoutIn which if they don't resolve this issue I will not pay another cent for something I cannot useThis is despicable and unprofessional and ludicrous how they treat their customers and do absolutely nothing to resolve this issueI will not except nothing less than what I have nowI am a single parent with a autistic daughter and I don't have the money to buy another laptop I cannot believe that we let this company rip off thousands and thousands peopleIt's despicable and exhausting My situation has been a on going problem since AugustCan you please get me some answers and get me a new laptopThank you for your time
Regards,
*** ***
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 refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date
of the submission, a Dell representative contacted the customer to discuss her concerns Our representative was provided product information and the customer indicated the original purchase was from a third party so a refund from Dell would not be an option Our representative informed the customer that her warranty has expired and, as no unresolved or reported issues existed at the time the warranty expired, support would be provided by Dell’s fee-based out of warranty support representatives should the customer want to purchase this service We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell