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 he may have experienced and appreciate the feedback provided Since the date
of the submission, a Dell representative contacted the customer to provide assistance and the customer informed our representative that the issues with the printer have been resolved and he no longer needs a return authorization for a refund We ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Dell representative, ***, is working with the customer to achieve an amicable resolution for their concernsShould the customer have
any additional concerns regarding this case, they can reach out to our representative at ***@Dell.com
Sincerely,
Advanced Resolution Group
*** *** ***
Dell
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 that the customer’s method of payment did not process and he elected to purchase a TV from another source It would be a violation of Dell policy to provide a promotion after the promotion has ended As previously indicated, a Dell representative offered to provide the TV at the same price however the promotion for the gift card had ended and the customer declined the offer Dell will not be offering any other concessions in this matter 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
Complaint: ***
I am rejecting this response because:\ THE EXTENDED SERVICE PLAN WAS PURCHASED DIRECT FROM DELLI WILL NOT AND CAN NOT SEND IN MY SYSTEMS IN FOR REPAIR DUE TO THE PENALTIES THAT ARE FEDERALLY MANDATED(SEE SEC OF HIPAA LAW ATTACHED)AS PER THE AGREEMENT I ALLOWED A TEC TRY AND REPAIR VIA REMOTE CONTROL AND FAILED AND ACCORDING TO THE AGREEMENT I AM ENTITLED A HOME TEC I DO HAVE A COMPROMISE:THAT DELL ASSUMES FULL RESPONSIBILITY AND RELIVES ME OF ALL PENALTY AND FINES THAT WILL BE ACCESSEDTHAT DELL SENDS A TEC THAT IS CAPABLE OF PREFORMING ANY AND ALL REPAIRS TO MY PREDETERMINED PLACE FOR REPAIRESDELL REFUNDS ME THE FULL COST OF THE EXTENDED WARRANTY( WHICH WAS $300.00)DELL REPLACES MY SYSTEM WITH A NEWER SYSTEM OF MY CHOOSING
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently spoke to Ms*** regarding her concernsOur representative explained the terms of sale and the limited hardware warrantyPlease note
that in the interest of customer satisfaction, our representative processed a product returnOur records show that the credit has been posted to the original form of paymentOur representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [email protected], in case Ms*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: *** Dell Inc
Complaint: ***
I am rejecting this response because:This computer had a valid warranty and service contract which were completly disregarded. The gentleman that has been contacting me is a techinical person and is only concerned if the computer is now functional. The computer is now functional because Dell was not able to fix the computer that was a lemon from the start and specifically told me there was nothing more they could do and to go to *** *** to get it fixed. If the valid warranty and service contract were honored, this would not be an issue. If I had not specifcally been told to go to *** *** to recover the operating system (NOT to back up data), this would not be as issue. Since the valid warranty and service contract were completely disreagarding and not honored, the out of pocket expense should be reimbursed along with the cost of the warranty and service contract since they clearly have no value except costing the customer extra money for no service
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 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 submission Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided
Dell records indicate the customer has been provided a refund Since the date of the submission, a Dell representative contacted the customer who indicated he had only been provided a partial refund Our representative, for customer satisfaction reasons, processed a concession coupon that the customer can use toward a future purchase on Dell’s web site We ask that the customer contact our representative at ***@Dell.com for any further assistance they may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Dell representative recently contacted Mr*** regarding his concernsOur records show that that the credit for order#***-***-***has been posted to the original form of
paymentOur representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:There should be some worthwhile compensation for the amount of time it has taken for the new system to be issued, not to mention the mixed stories I received from Dell about the status or location of said deviceI also have audio recordings of the misleading statements and comments
Regards,
*** ***
Thank you for providing a copy of the customer’s submission. Dell representative, *** has been assigned to this case and has initiated contact with the customer by phone; in their attempt to work with the customer and bring this matter to a reasonable resolution. We ask that
the customer continue to work with ***. The representative can be reached directly by email at ***
Complaint: ***
I am rejecting this response because: Dell falsely advertised that McAfee software is "included" with the price of the laptopDell is now saying the software is "bundled", if you want to purchase the laptop, you have to purchase the softwareThat was not made clear at the time of purchaseA previous Dell representative agreed with me and went to process my refundIt was the financial team that denied itIf you view the attached receipt, you will notice a charge for McAfee Virus scanIf Dell were to remove this software, the price of the laptop would decrease by $Dell keeps claiming that the software is includedThis is in direct contradiction to all factsThis was not made clear on Dell.comThis is an example of advertisingHad Dell clearly outlined what I was paying for, I would not have bought this productThe Dell representative was kind enough to point out days has passed and I can't return the laptopThe website still says the software is "included".
Regards,
*** ***
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
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 submission. We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided
regarding this experience
Dell representative, ***, contacted the customer confirmed the return was authorized and will post once received. The representative assisted in getting the order received in and a refund processed. We remain available to assist the customer if there are any further concerns the representative can be reached by email ***@[email protected]
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
I appreciate that things were resolved in a much more timely manner. Thank you!
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I have discussed a previous issue with this person beforeHe is hard to understand and has no customer service skills at all and is rudeI will discuss my numerous issues with this company with someone who speaks English clearly and I can understand and actually understands proper methods in speaking to a customer.
Regards,
*** ***
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 recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has setup onsite service to replace the customer’s hard drive and the customer now reports his issues are resolved. 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 GroupIncident ID# ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, has attempted to contact Ms***, however; she has not responded to multiple contact attemptsWe regret any dissatisfaction Ms
*** may have experienced*** remains available and may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
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 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date
of the submission, a Dell representative contacted the customer to provide assistance and the customer informed our representative that the issues with the printer have been resolved and he no longer needs a return authorization for a refund We ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Dell representative, ***, is working with the customer to achieve an amicable resolution for their concernsShould the customer have
any additional concerns regarding this case, they can reach out to our representative at ***@Dell.com
Sincerely,
Advanced Resolution Group
*** *** ***
Dell
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 that the customer’s method of payment did not process and he elected to purchase a TV from another source It would be a violation of Dell policy to provide a promotion after the promotion has ended As previously indicated, a Dell representative offered to provide the TV at the same price however the promotion for the gift card had ended and the customer declined the offer Dell will not be offering any other concessions in this matter 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
Complaint: ***
I am rejecting this response because:\ THE EXTENDED SERVICE PLAN WAS PURCHASED DIRECT FROM DELLI WILL NOT AND CAN NOT SEND IN MY SYSTEMS IN FOR REPAIR DUE TO THE PENALTIES THAT ARE FEDERALLY MANDATED(SEE SEC OF HIPAA LAW ATTACHED)AS PER THE AGREEMENT I ALLOWED A TEC TRY AND REPAIR VIA REMOTE CONTROL AND FAILED AND ACCORDING TO THE AGREEMENT I AM ENTITLED A HOME TEC I DO HAVE A COMPROMISE:THAT DELL ASSUMES FULL RESPONSIBILITY AND RELIVES ME OF ALL PENALTY AND FINES THAT WILL BE ACCESSEDTHAT DELL SENDS A TEC THAT IS CAPABLE OF PREFORMING ANY AND ALL REPAIRS TO MY PREDETERMINED PLACE FOR REPAIRESDELL REFUNDS ME THE FULL COST OF THE EXTENDED WARRANTY( WHICH WAS $300.00)DELL REPLACES MY SYSTEM WITH A NEWER SYSTEM OF MY CHOOSING
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently spoke to Ms*** regarding her concernsOur representative explained the terms of sale and the limited hardware warrantyPlease note
that in the interest of customer satisfaction, our representative processed a product returnOur records show that the credit has been posted to the original form of paymentOur representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [email protected], in case Ms*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: *** Dell Inc
Complaint: ***
I am rejecting this response because:This computer had a valid warranty and service contract which were completly disregarded. The gentleman that has been contacting me is a techinical person and is only concerned if the computer is now functional. The computer is now functional because Dell was not able to fix the computer that was a lemon from the start and specifically told me there was nothing more they could do and to go to *** *** to get it fixed. If the valid warranty and service contract were honored, this would not be an issue. If I had not specifcally been told to go to *** *** to recover the operating system (NOT to back up data), this would not be as issue. Since the valid warranty and service contract were completely disreagarding and not honored, the out of pocket expense should be reimbursed along with the cost of the warranty and service contract since they clearly have no value except costing the customer extra money for no service
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 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 submission Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided
Dell records indicate the customer has been provided a refund Since the date of the submission, a Dell representative contacted the customer who indicated he had only been provided a partial refund Our representative, for customer satisfaction reasons, processed a concession coupon that the customer can use toward a future purchase on Dell’s web site We ask that the customer contact our representative at ***@Dell.com for any further assistance they may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Dell representative recently contacted Mr*** regarding his concernsOur records show that that the credit for order#***-***-***has been posted to the original form of
paymentOur representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:There should be some worthwhile compensation for the amount of time it has taken for the new system to be issued, not to mention the mixed stories I received from Dell about the status or location of said deviceI also have audio recordings of the misleading statements and comments
Regards,
*** ***
Thank you for providing a copy of the customer’s submission. Dell representative, *** has been assigned to this case and has initiated contact with the customer by phone; in their attempt to work with the customer and bring this matter to a reasonable resolution. We ask that
the customer continue to work with ***. The representative can be reached directly by email at ***
Complaint: ***
I am rejecting this response because: Dell falsely advertised that McAfee software is "included" with the price of the laptopDell is now saying the software is "bundled", if you want to purchase the laptop, you have to purchase the softwareThat was not made clear at the time of purchaseA previous Dell representative agreed with me and went to process my refundIt was the financial team that denied itIf you view the attached receipt, you will notice a charge for McAfee Virus scanIf Dell were to remove this software, the price of the laptop would decrease by $Dell keeps claiming that the software is includedThis is in direct contradiction to all factsThis was not made clear on Dell.comThis is an example of advertisingHad Dell clearly outlined what I was paying for, I would not have bought this productThe Dell representative was kind enough to point out days has passed and I can't return the laptopThe website still says the software is "included".
Regards,
*** ***
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
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 submission. We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided
regarding this experience
Dell representative, ***, contacted the customer confirmed the return was authorized and will post once received. The representative assisted in getting the order received in and a refund processed. We remain available to assist the customer if there are any further concerns the representative can be reached by email ***@[email protected]
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
I appreciate that things were resolved in a much more timely manner. Thank you!
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I have discussed a previous issue with this person beforeHe is hard to understand and has no customer service skills at all and is rudeI will discuss my numerous issues with this company with someone who speaks English clearly and I can understand and actually understands proper methods in speaking to a customer.
Regards,
*** ***
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 recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has setup onsite service to replace the customer’s hard drive and the customer now reports his issues are resolved. 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 GroupIncident ID# ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, has attempted to contact Ms***, however; she has not responded to multiple contact attemptsWe regret any dissatisfaction Ms
*** may have experienced*** remains available and may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
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 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