Today’s Date: 03/29/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceThe
customer states order and support concernsAt this time the agent has processed the customers credit and confirmed as such with the customerDell 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 with any additional questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a Dell order We regret any miscommunication which may have occurred and appreciate the feedback Since the
date of the submission, a Dell representative contacted the customer to provide assistance and processed an exchange to get the TV sent to the customer Our representative followed up to confirm that the customer also received promotional gift cards associated with the TV purchase 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative *** contacted the customer and authorized an onsite to replace partsOur records indicate the onsite was completedThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** **. Our representative, *** has attempted to contact ***, however; *** has not responded to multiple attempts and the phone number provided is not validWe
regret any dissatisfaction *** may have experienced and appreciate the feedback provided regarding his Dell Experience*** remains available and may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because:This was new pc right out of the boxI was never able to use this pc despite spending many hours of mt own time working on it.A dell tech spent his time and more of my time working on it before he allowed me to return it.according to dell the return for exchange had expired by thenThey also refused to accept the store receipt I sent them with the store number clearly in viewI also sent the store phone number and address along with the receiptI also sent a copy of my credit card statement clearly showing the purchase amount and the credit card phone numberthey had everything they needed if they decided to checkBrough a new pc in September that didn't work and they send me a used pc months later and is too ignorant or could care less about itHad I gotten any use out of this pc then I may have accepted a used pcIf I wanted a used pc I would have gone to a flea market
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 submissionOur representative followed up with the customer explaining that the replacement that was sent is the best available replacement for your computerThis is an outlet new system and Outlet new products are factory sealed products that were either new overstock, canceled or unopened returns, but it may be labelled refurbished as it was invoiced once alreadyWindows Defender is a part of WindowsPlease find the below link for details on how to activate it*** The customer may contact our technician support at ###-###-#### and if she would like to extend the warranty on the unit, she may call warranty sales at ###-###-####She will receive a return label in the mail in a few daysWe do not have an option to send a boxThe same box in which she received the replacement or any other box as long as it is well packedPlease find the specifications of the replacement computer she received: Dell Outlet New - Inspiron 15-Intel Core 6th Generation i7-6500U Processor (Dual Core, up to GHz, 4M Cache, 15W) GB Dual Channel DDR3L 1600MHz (8GBx2) Memory TB SATA Hard Drive (RPM) AMD Radeon RM4GB DDR8X DVD +/- RW Drive inch LED Backlit On-cell Touch Display with Truelife and FHD resolution (x 1080) Windows Home 64bit English Cell Battery USB Ports - USB & USB Dell considers this matter now resolved and moves to close this complaintSincerely, Advanced Resolution Group 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 Our records indicate
the Dell representative; *** has been instrumental is servicing the customer’s computer by replacement of the CPU Fan. The customer has confirmed receipt of the needed part on Tuesday, 06/14/and has informed ***, he considers the matter addressed and resolved to his satisfaction. 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, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell records do not reflect the customers’ claimsDell has closed this complaintAdvanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsAfter further review, a replacement unit was processedOur representative will also follwith Ms*** to confirm resolutionOur representative may be contacted directly by email at ***, in case Ms*** has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: *** Dell Inc
Complaint: ***
Dell’s statement that I refused to provide any further information is false Dell is aware of this, and choose to continue their delay/deceive tacticIt is shameful these employees are this incompetent. I have been requesting to be permanently removed from Dell’s junk mail lists for several years.We are prepared to take the next step in fighting these terrible companies
Good day,
*** ***
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
experienceDell representative, ***, is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintWe remain available to assistPlease have the customer contact the representative by email at ***@Dell.com Advanced Resolution Group Incident *** 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 available his remaining concernsThe customer will need to troubleshoot with the representativePlease have the customer contact the representative by email at ***_***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell representative *** discovered when speaking with the customer that the configuration was not wrongThe customer was upset that the name under the bill to sectionThe representative further explained to the customer that a credit had already been processed back to him for the problemsThe customer has the option to return within the days of invoice if he is unhappyOur representative may be contacted directly by e-mail at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted Mr*** and is working with him to achieve an amicable resolution for his concernsOur representative may be contacted directly by e-mail at ***
Complaint: ***
I am rejecting this response because: Nothing changed from when I made the complaint. All the issues I had with computer and all this time without a computer and they still wouldn't give me credit to get a non lemon computer. The only difference is I had the same guy calling me to tell me the same exact thing everyone else had. Its very disappointing because after this warranty experience with Dell I'll never use there products again. After all these problems and issues it makes NO sense to me why they wouldn't just credit a $computer back for a different one, I wasn't even asking for my money back. Now I received my computer back the second time from repairs. So far its okay, seems slower than the first time they fixed it but hasn't crashed yet. Now I'm just afraid to move personal things back onto the device in fear it will crash again and will be lost
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I am not exactly sure what a "sound bar" isThe surround sound system AND ONLY A SURROUND SOUND SYSTEM, in a square box was picked up at the UPS Access point store and returned successfully. My inquiry at the time of pito "***", the worker at the UPS Access point store on the day of pick-up, were there any additional packages, he said "No". I departed with the surround sound system box only; (1) box. I was not informed when placing this order with "***", the Dell representative, that a "sound bar" was part of the surround sound system and I did not order any additional units nor components with this purchase.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
Keith U***
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell has provided the gift cards that were due to the customer for the purchase that was madeA link for the gift card promotions has been provide so no further information can or will be sent and we have moved to close this complaintResolution 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
To note - I did not request an 'additional $gift card' I asked for an additional $gift card to be sent to me to remedy the the fact that Dell tried to jipp me out of money I was quoted for my trade in - per their agent's instructions Yes, they did send another gift card, but because I received separate gift cards, I had to request a Dell sales representative to submit a consolidation request to transfer the funds on the gift cards to one This took almost a week to complete.This entire process of trying to get the money rightfully owed to me and then attempting to purchase a laptop using the gift cards was overall very frustrating I would not use the ReUse program in the future
Regards,
*** ***
Dear Revdex.com, In regards to Ms***’s rebuttal Dells position has not changedDell will send a refurbished exchange with a pre-paid return shipping label for the old systemThe replacement system will come with a day warranty from date of invoice of the exchangeDell is providing this day warranty as a goodwill gestureWe ask that the customer follow up with the representative so this issue can be moved to closureThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Today’s Date: 03/29/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceThe
customer states order and support concernsAt this time the agent has processed the customers credit and confirmed as such with the customerDell 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 with any additional questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a Dell order We regret any miscommunication which may have occurred and appreciate the feedback Since the
date of the submission, a Dell representative contacted the customer to provide assistance and processed an exchange to get the TV sent to the customer Our representative followed up to confirm that the customer also received promotional gift cards associated with the TV purchase 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative *** contacted the customer and authorized an onsite to replace partsOur records indicate the onsite was completedThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** **. Our representative, *** has attempted to contact ***, however; *** has not responded to multiple attempts and the phone number provided is not validWe
regret any dissatisfaction *** may have experienced and appreciate the feedback provided regarding his Dell Experience*** remains available and may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because:This was new pc right out of the boxI was never able to use this pc despite spending many hours of mt own time working on it.A dell tech spent his time and more of my time working on it before he allowed me to return it.according to dell the return for exchange had expired by thenThey also refused to accept the store receipt I sent them with the store number clearly in viewI also sent the store phone number and address along with the receiptI also sent a copy of my credit card statement clearly showing the purchase amount and the credit card phone numberthey had everything they needed if they decided to checkBrough a new pc in September that didn't work and they send me a used pc months later and is too ignorant or could care less about itHad I gotten any use out of this pc then I may have accepted a used pcIf I wanted a used pc I would have gone to a flea market
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 submissionOur representative followed up with the customer explaining that the replacement that was sent is the best available replacement for your computerThis is an outlet new system and Outlet new products are factory sealed products that were either new overstock, canceled or unopened returns, but it may be labelled refurbished as it was invoiced once alreadyWindows Defender is a part of WindowsPlease find the below link for details on how to activate it*** The customer may contact our technician support at ###-###-#### and if she would like to extend the warranty on the unit, she may call warranty sales at ###-###-####She will receive a return label in the mail in a few daysWe do not have an option to send a boxThe same box in which she received the replacement or any other box as long as it is well packedPlease find the specifications of the replacement computer she received: Dell Outlet New - Inspiron 15-Intel Core 6th Generation i7-6500U Processor (Dual Core, up to GHz, 4M Cache, 15W) GB Dual Channel DDR3L 1600MHz (8GBx2) Memory TB SATA Hard Drive (RPM) AMD Radeon RM4GB DDR8X DVD +/- RW Drive inch LED Backlit On-cell Touch Display with Truelife and FHD resolution (x 1080) Windows Home 64bit English Cell Battery USB Ports - USB & USB Dell considers this matter now resolved and moves to close this complaintSincerely, Advanced Resolution Group 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 Our records indicate
the Dell representative; *** has been instrumental is servicing the customer’s computer by replacement of the CPU Fan. The customer has confirmed receipt of the needed part on Tuesday, 06/14/and has informed ***, he considers the matter addressed and resolved to his satisfaction. 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, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell records do not reflect the customers’ claimsDell has closed this complaintAdvanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsAfter further review, a replacement unit was processedOur representative will also follwith Ms*** to confirm resolutionOur representative may be contacted directly by email at ***, in case Ms*** has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: *** Dell Inc
Complaint: ***
Dell’s statement that I refused to provide any further information is false Dell is aware of this, and choose to continue their delay/deceive tacticIt is shameful these employees are this incompetent. I have been requesting to be permanently removed from Dell’s junk mail lists for several years.We are prepared to take the next step in fighting these terrible companies
Good day,
*** ***
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
experienceDell representative, ***, is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintWe remain available to assistPlease have the customer contact the representative by email at ***@Dell.com Advanced Resolution Group Incident *** 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 available his remaining concernsThe customer will need to troubleshoot with the representativePlease have the customer contact the representative by email at ***_***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell representative *** discovered when speaking with the customer that the configuration was not wrongThe customer was upset that the name under the bill to sectionThe representative further explained to the customer that a credit had already been processed back to him for the problemsThe customer has the option to return within the days of invoice if he is unhappyOur representative may be contacted directly by e-mail at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted Mr*** and is working with him to achieve an amicable resolution for his concernsOur representative may be contacted directly by e-mail at ***
Complaint: ***
I am rejecting this response because: Nothing changed from when I made the complaint. All the issues I had with computer and all this time without a computer and they still wouldn't give me credit to get a non lemon computer. The only difference is I had the same guy calling me to tell me the same exact thing everyone else had. Its very disappointing because after this warranty experience with Dell I'll never use there products again. After all these problems and issues it makes NO sense to me why they wouldn't just credit a $computer back for a different one, I wasn't even asking for my money back. Now I received my computer back the second time from repairs. So far its okay, seems slower than the first time they fixed it but hasn't crashed yet. Now I'm just afraid to move personal things back onto the device in fear it will crash again and will be lost
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I am not exactly sure what a "sound bar" isThe surround sound system AND ONLY A SURROUND SOUND SYSTEM, in a square box was picked up at the UPS Access point store and returned successfully. My inquiry at the time of pito "***", the worker at the UPS Access point store on the day of pick-up, were there any additional packages, he said "No". I departed with the surround sound system box only; (1) box. I was not informed when placing this order with "***", the Dell representative, that a "sound bar" was part of the surround sound system and I did not order any additional units nor components with this purchase.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
Keith U***
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell has provided the gift cards that were due to the customer for the purchase that was madeA link for the gift card promotions has been provide so no further information can or will be sent and we have moved to close this complaintResolution 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
To note - I did not request an 'additional $gift card' I asked for an additional $gift card to be sent to me to remedy the the fact that Dell tried to jipp me out of money I was quoted for my trade in - per their agent's instructions Yes, they did send another gift card, but because I received separate gift cards, I had to request a Dell sales representative to submit a consolidation request to transfer the funds on the gift cards to one This took almost a week to complete.This entire process of trying to get the money rightfully owed to me and then attempting to purchase a laptop using the gift cards was overall very frustrating I would not use the ReUse program in the future
Regards,
*** ***
Dear Revdex.com, In regards to Ms***’s rebuttal Dells position has not changedDell will send a refurbished exchange with a pre-paid return shipping label for the old systemThe replacement system will come with a day warranty from date of invoice of the exchangeDell is providing this day warranty as a goodwill gestureWe ask that the customer follow up with the representative so this issue can be moved to closureThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc