Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** * ***Customer expressed dissatisfaction with Dell service and support and wants the system servicedWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceAs per the terms of the Limited Hardware Warranty, an onsite service was processed, which was completed on June 9, Our representative also followto verify that the unit was functioning properly; however, the customer stated that they are going to return the unit to the third party’s place of purchaseShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.***, or for online assistance at www.***
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, *** has been in contact with the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has processed the customer’s refund. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** and is working with her to achieve an amicable resolution for her concernsOur representative may be contacted directly by e-mail at
***
Complaint: ***
I am rejecting this response because: There was no accidental damage to the laptopAnd I didn't know why the rep assumed that to start withAs I explained via email and via phone conversations with the rep, the edge of the SD card slot is very thin and if anyone holds the laptop using the right hand, the edge could breakAlthough I was not sure what and when that edge brokeIt is obviously a design problem
Regards,
*** ***
Dear Revdex.com, Our records indicate that the system has been repaired and is out for delivery today 10/4/The representative will follow up to confirm receiptThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident
*** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding LCD failureOur representative explained the terms of the limited hardware warranty and the return
policy www.Dell.com/Warranty, which does not cover accidental damageOur records show, the warranty expired on January 14, Furthermore, our representative offered to have the unit sent to Depot for evaluation; however, Mr*** declined the offerHe stated that he was able to purchase the LCD locally and the unit has been repairedHis request for reimbursement of the replacement part or refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceShould Mr*** have any additional concerns regarding this case, he can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support.
Sincerely,
Advanced Resolution Group
Incident ID ***
Dell
Dear Revdex.com,
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 experience
Dell representative, ***, contacted the customer and confirmed the amount was reversed back to the gift cardThe representative explained that you can not combine gift cards and coupons on the same orderAs a goodwill gesture another $coupons was issued to the customer but explained the coupon was issued under the employee purchase divisionShe will need to place the order under that segment otherwise it will come up invalidPlease have the customer contact the representative by email at ***
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***-***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsPlease note that Mr*** purchased a Dell system in December 2010; however, in the interest
of customer satisfaction, a policy exception was made to provide Mr*** with a replacement upgraded systemSince 2010, he has been provided multiple replacement unitsHe is demanding additional upgrades and compensationDell’s written policies, including as part of his terms and conditions of sale and the limited hardware warranty, dictate that Dell is not responsible for such compensation. *** *** Our representative also informed him that Dell policy allows for maximum warranty duration of years from the original shipping date of December 20th, His request for additional upgrades or warranty extension 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 via e-mail at ***@Dell.com, in case Mr*** has any further concerns in regards to this case. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***. Our representative, ***, contacted Mr*** and has dispatched a
system exchange*** will remain in contact with Mr*** until the issue is resolvedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
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 customerOur marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handThis is the case in regards to the customers 10% coupon discountAs 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 FID # *** Dell
Complaint: ***
I am rejecting this response because: There are still a couple of issues explained below.I received the computer and the email from Dell (as copied into their latest Revdex.com communication)I also received another email from the returns department and replied as follows: "As I related previously (via Revdex.com communication), the shipment box in which I received the replacement computer, is NOT suitable for mailing back my lemon--fyi, it was not received in a stable, reuseable conditionI requested another box be mailed to me along with a prepaid return labelI was told that was not possibleUnfortunately, I have no alternative or way in which to safely return it outside of receiving one from you. Please forward me a replacement that will insure you receive the contents intact."According to company communication, I received a computer that was almost "new" but the Windows is missing Windows DefenderI communicated this to Mr*** at DellHe sent me a link to "fix" that but Windows Defender CANNOT BE TURNED ON the replacement computer--one "toggle" is OFF and WILL NOT toggle ONThis is puzzling but a fact, neverthelessI will have to contact tech support (though I am reluctant to do that given the experiences of the past year)As I have mentioned before, I have lots to set up on the new computer BUT I CANNOT DO ANY OF THAT UNTIL THE COMPUTER IS PROTECTED. The other issue currently, as previously stated twice, is that I DO NOT HAVE AND CANNOT GET A BOX in which to mail back my original computer once I have safely transferred all my files, programs, etc.Fyi, I did receive the return label from Mr*** and I will hold onto it until I have received a mailing box. Thank you. Thank you
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The company claims that they have not been able to reach me. I provided my cell number and preferred times to speak and they called outside of those times. We played phone tag for three days and finally spoke on the sixth call yesterdayThe business has not yet responded to my issue even after we spoke. The person I spoke with at Dell Customer Care noted that "some" of the initial hard drive space would be taken up by the operating system (understandable), but cannot account for why a netbook with 32GB advertised only has GB acknowledged on the system, nor why less than GB of that GB of alleged space is actually available when you first load the machine right out of the boxThe business has somehow managed to misplace a half dozen communications, as they are now claiming that February is the first time we have contacted them, even though we've been reaching out for months. Also, after repeatedly having issues speaking with my wife, the owner of the newer netbook, because she was not the person who placed the order, now they are claiming that they never said that and that's not their policy after someone from Dell Customer Service refused to help her on multiple occasionsI specifically requested to speak to someone at a U.Soffice. They are only reaching out from call centers in India that are apparently no better equipped to help than the previous people I spoke to. The reason I reached out to the Revdex.com is because Dell Customer Service has failed to address my concerns and proven unwilling to get me in touch with someone who can address them. They keep reciting this canned line about how "Dell is a global company" as if that justifies bouncing someone around between eight different departments in the Philippines and India that don't even hear the entire issue before trying to transfer you to someone else
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 the Dell representative; *** has assisted the customer in receiving their earned Dell Rewards. The customer has confirmed receipt as well. We certainly do apologize for any frustration this matter may have caused our customerPlease 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI made many attempts to resolve this issue directly with Dell and I was quickly disregarded each timeIt is unfortunate that that only way to get a resolution the Revdex.com had to get involvedThank you Revdex.com for your efforts and your assistance as this issue would not have been resolved without your involvement
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell service and support and wants a one year warranty extension at no charge We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Out of fairness to Dell customers who purchase warranty extensions, Dell will not provide a warranty extension as a concession however, the customer may be able to purchase the extension by contacting Dell’s Extended Services team at ###-###-#### Since the date of the original submission, a Dell representative contacted the customer to verify the technical issues have been resolved and advise that Dell would not provide a free warranty extension as a concession As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I appreciate that things were resolved in a much more timely manner. Thank you!
Regards,
*** ***
Dell representative *** worked with this customer to resolve the issues as reported in the complaintThe order was cancelled because of parts availabilityInformation was removed from the Dell Subscription CenterTherefore, the issues are resolved and our representative closed this case
but may be reached at ***@dell.com
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell service and support and wants an unlike exchange for a different model computer or a refund We regret any dissatisfaction he may have experienced and
appreciate the feedback providedDell has a thirty (30) day return period and, as the order invoiced during January, 2017, a return for a refund would not be an option Our records indicate a Dell representative contacted Mr*** and offered support, per the terms of Dell’s Limited Hardware Warranty Mr*** requested another exchange computer which our representative denied and declined assistance with a service dispatch to repair the computer Should Mr*** reconsider and agree to a service dispatch for repairs under the warranty, we ask that he contact our representative within ten (10) days from the date of this response for any further assistance he may need 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 assistance with lost data and programs We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Dell is not responsible for lost data or software as indicated in the terms and conditions of Dell’s Limited Hardware Warranty It is the customer’s responsibility to safeguard any data or software through periodic backups and retention of any software program purchases in the event the programs need to be reloaded Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative apologized for the inconvenience this may have caused and provided his contact information should the customer need follassistance We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** * ***Customer expressed dissatisfaction with Dell service and support and wants the system servicedWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceAs per the terms of the Limited Hardware Warranty, an onsite service was processed, which was completed on June 9, Our representative also followto verify that the unit was functioning properly; however, the customer stated that they are going to return the unit to the third party’s place of purchaseShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.***, or for online assistance at www.***
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, *** has been in contact with the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has processed the customer’s refund. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** and is working with her to achieve an amicable resolution for her concernsOur representative may be contacted directly by e-mail at
***
Complaint: ***
I am rejecting this response because: There was no accidental damage to the laptopAnd I didn't know why the rep assumed that to start withAs I explained via email and via phone conversations with the rep, the edge of the SD card slot is very thin and if anyone holds the laptop using the right hand, the edge could breakAlthough I was not sure what and when that edge brokeIt is obviously a design problem
Regards,
*** ***
Dear Revdex.com, Our records indicate that the system has been repaired and is out for delivery today 10/4/The representative will follow up to confirm receiptThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident
*** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding LCD failureOur representative explained the terms of the limited hardware warranty and the return
policy www.Dell.com/Warranty, which does not cover accidental damageOur records show, the warranty expired on January 14, Furthermore, our representative offered to have the unit sent to Depot for evaluation; however, Mr*** declined the offerHe stated that he was able to purchase the LCD locally and the unit has been repairedHis request for reimbursement of the replacement part or refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceShould Mr*** have any additional concerns regarding this case, he can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support.
Sincerely,
Advanced Resolution Group
Incident ID ***
Dell
Dear Revdex.com,
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 experience
Dell representative, ***, contacted the customer and confirmed the amount was reversed back to the gift cardThe representative explained that you can not combine gift cards and coupons on the same orderAs a goodwill gesture another $coupons was issued to the customer but explained the coupon was issued under the employee purchase divisionShe will need to place the order under that segment otherwise it will come up invalidPlease have the customer contact the representative by email at ***
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***-***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsPlease note that Mr*** purchased a Dell system in December 2010; however, in the interest
of customer satisfaction, a policy exception was made to provide Mr*** with a replacement upgraded systemSince 2010, he has been provided multiple replacement unitsHe is demanding additional upgrades and compensationDell’s written policies, including as part of his terms and conditions of sale and the limited hardware warranty, dictate that Dell is not responsible for such compensation. *** *** Our representative also informed him that Dell policy allows for maximum warranty duration of years from the original shipping date of December 20th, His request for additional upgrades or warranty extension 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 via e-mail at ***@Dell.com, in case Mr*** has any further concerns in regards to this case. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***. Our representative, ***, contacted Mr*** and has dispatched a
system exchange*** will remain in contact with Mr*** until the issue is resolvedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
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 customerOur marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handThis is the case in regards to the customers 10% coupon discountAs 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 FID # *** Dell
Complaint: ***
I am rejecting this response because: There are still a couple of issues explained below.I received the computer and the email from Dell (as copied into their latest Revdex.com communication)I also received another email from the returns department and replied as follows: "As I related previously (via Revdex.com communication), the shipment box in which I received the replacement computer, is NOT suitable for mailing back my lemon--fyi, it was not received in a stable, reuseable conditionI requested another box be mailed to me along with a prepaid return labelI was told that was not possibleUnfortunately, I have no alternative or way in which to safely return it outside of receiving one from you. Please forward me a replacement that will insure you receive the contents intact."According to company communication, I received a computer that was almost "new" but the Windows is missing Windows DefenderI communicated this to Mr*** at DellHe sent me a link to "fix" that but Windows Defender CANNOT BE TURNED ON the replacement computer--one "toggle" is OFF and WILL NOT toggle ONThis is puzzling but a fact, neverthelessI will have to contact tech support (though I am reluctant to do that given the experiences of the past year)As I have mentioned before, I have lots to set up on the new computer BUT I CANNOT DO ANY OF THAT UNTIL THE COMPUTER IS PROTECTED. The other issue currently, as previously stated twice, is that I DO NOT HAVE AND CANNOT GET A BOX in which to mail back my original computer once I have safely transferred all my files, programs, etc.Fyi, I did receive the return label from Mr*** and I will hold onto it until I have received a mailing box. Thank you. Thank you
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The company claims that they have not been able to reach me. I provided my cell number and preferred times to speak and they called outside of those times. We played phone tag for three days and finally spoke on the sixth call yesterdayThe business has not yet responded to my issue even after we spoke. The person I spoke with at Dell Customer Care noted that "some" of the initial hard drive space would be taken up by the operating system (understandable), but cannot account for why a netbook with 32GB advertised only has GB acknowledged on the system, nor why less than GB of that GB of alleged space is actually available when you first load the machine right out of the boxThe business has somehow managed to misplace a half dozen communications, as they are now claiming that February is the first time we have contacted them, even though we've been reaching out for months. Also, after repeatedly having issues speaking with my wife, the owner of the newer netbook, because she was not the person who placed the order, now they are claiming that they never said that and that's not their policy after someone from Dell Customer Service refused to help her on multiple occasionsI specifically requested to speak to someone at a U.Soffice. They are only reaching out from call centers in India that are apparently no better equipped to help than the previous people I spoke to. The reason I reached out to the Revdex.com is because Dell Customer Service has failed to address my concerns and proven unwilling to get me in touch with someone who can address them. They keep reciting this canned line about how "Dell is a global company" as if that justifies bouncing someone around between eight different departments in the Philippines and India that don't even hear the entire issue before trying to transfer you to someone else
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 the Dell representative; *** has assisted the customer in receiving their earned Dell Rewards. The customer has confirmed receipt as well. We certainly do apologize for any frustration this matter may have caused our customerPlease 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI made many attempts to resolve this issue directly with Dell and I was quickly disregarded each timeIt is unfortunate that that only way to get a resolution the Revdex.com had to get involvedThank you Revdex.com for your efforts and your assistance as this issue would not have been resolved without your involvement
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell service and support and wants a one year warranty extension at no charge We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Out of fairness to Dell customers who purchase warranty extensions, Dell will not provide a warranty extension as a concession however, the customer may be able to purchase the extension by contacting Dell’s Extended Services team at ###-###-#### Since the date of the original submission, a Dell representative contacted the customer to verify the technical issues have been resolved and advise that Dell would not provide a free warranty extension as a concession As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I appreciate that things were resolved in a much more timely manner. Thank you!
Regards,
*** ***
Dell representative *** worked with this customer to resolve the issues as reported in the complaintThe order was cancelled because of parts availabilityInformation was removed from the Dell Subscription CenterTherefore, the issues are resolved and our representative closed this case
but may be reached at ***@dell.com
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell service and support and wants an unlike exchange for a different model computer or a refund We regret any dissatisfaction he may have experienced and
appreciate the feedback providedDell has a thirty (30) day return period and, as the order invoiced during January, 2017, a return for a refund would not be an option Our records indicate a Dell representative contacted Mr*** and offered support, per the terms of Dell’s Limited Hardware Warranty Mr*** requested another exchange computer which our representative denied and declined assistance with a service dispatch to repair the computer Should Mr*** reconsider and agree to a service dispatch for repairs under the warranty, we ask that he contact our representative within ten (10) days from the date of this response for any further assistance he may need 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 assistance with lost data and programs We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Dell is not responsible for lost data or software as indicated in the terms and conditions of Dell’s Limited Hardware Warranty It is the customer’s responsibility to safeguard any data or software through periodic backups and retention of any software program purchases in the event the programs need to be reloaded Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative apologized for the inconvenience this may have caused and provided his contact information should the customer need follassistance We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc