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
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
Complaint: ***
I am rejecting this response because:I am emailing regarding my complaint #*** which the Revdex.com closed on 2/8/Stated in your last email is the following: "Dell has stated and you have confirmed that you will be refundedAs Revdex.com is not able at this time to leave complaints open indefinitely, we are closing this complaint at this timeIf you do not receive your expected refund within calendar days, please let Revdex.com know and we can review to reopen this complaint." I have yet to receive the rest of my refund and have emailed Dell regarding itThe original date that they claimed to have refunded me the rest is 2/4/16, calendar days agoAs stated in an email from Dell employee ***@dell.com re #*** "This is to inform you that the remaining amount of $has been posted back to your account"In another email response from him on 2/10/16" As per our records the refund has been posted to your account as stated in the previous email." I have my bank documents proving I was only credited partial paymentI am requesting my complaint be reopenedI am not sure what else I can do to get the rest of my money back.I would like to get the rest of my credit of $back
Regards,
*** ***
I would like to get the rest of my credit of $back.I would like to get the rest of my credit of $back
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
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 issued an exchange to replace the customer’s computer. 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:As noted in the original Revdex.com complaint I filed, Dell sent a replacement that is:A totally different printer without some of the features (i.efax capability, etc.) that the one I originally purchased offeredA lower priced (MSRP) model than the one I purchased One that is 2-1/years old and refurbished; not new as was the one I purchased. Further, the replacement printer is still in the shipping box I've never plugged it in, turned it on or tried to connect to my computer It is irritating that the Dell rep contends it is working fine - I NEVER said that; I don't doubt that it will I only asked the rep if I kept the lower value printer, would Dell reimburse me the difference in cost between what I paid for a new, non-refurbished, higher-level and more expensive printer and the one they sent I even offered to accept Dell store credit so that I could purchase toner/ink which I'll no doubt need if I keep my Dell equipment He refused compensation and offered to transfer me to sales so that I could purchase toner! He then said there was nothing more Dell could do for me and hung up without so much as a "bye" He wrote an email saying Dell does not practice compensation but rather resolution Nothing was resolved and all I received was a confrontational, rude call and being stonewalled Finally, it just irritates me that this guy claims my replacement printer is working
Regards,*** ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsThe representative worked with our order verification team to resolve this matterPlease note that
the order# *** has been canceled due to product availability issuesOur 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 by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because he failed to mention that Dell CHARGED me for this service repairThis is a crucial point he carefully avoidedThey charged me even though the technician admitted that he could clearly see that Dell's repair facility had caused the problem during their last service repair
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
Unfortunately, Dell left out a few details again like usualThe representative was again rude, condescending and unhelpfulAs I had previously mentioned I am a paramedicI was at work waiting for an ambulance to pick us up(my partner and I) as I work on a planeI had a few moments of leisure waiting for them so my time was very limitedWell luck would have it that's when Dell decided to callI answered and kindly asked the representative to call me the following night"We don't work nights he snapped!" Ok, this has been the kind of rude, condescending, disrespectful service I have grown to expect from this companyI told the representative I was at work and my time was very limited and I needed either a simple yes or no he could accommodate my requestHe was again rude, blunt and unwilling to return my call at a more convenient timeThis is the quality of service that comes standard with this kind of greedy companyI still would like my refund as the product doesn't workAs for their " technical support" I declined because the plethora of error codes indicated nearly every single component of the Unit is defectedAlso I find it funny they want to " remote in" to a computer that won't even turn on to the operating system so I'm sure that wouldn't workIn addition, a coworker warned me from her past experience that a Dell representative remoted it once to her computer and deleted key files that corrupted her computer out of spiteNo thanks, please just send me my refund as I'll be switching brandsAnyone you ever views this, please spare yourself the aggravation and avoid this company at all costs! Or it'll cost you money, time and stressAgain I want to iterate that this is what happens when you outsource your company across the worldYou get unhelpful, unqualified people with language barriers who are not concerned with helping youIf I treated my patients like Dell has treated me; people would die.
Regards,
*** ***
Dell representative, *** will continue to be the customers’ point of contactThe representative will continue to update the customer on the statusWe request that the customer follow up with the representative by phone or email at ***
The Dell representative,
*** has authorized the return of the Venue Tablet for a refund. The customer has expressed they are pleased
with the resolution. *** will remain the
customer’s point of contact until the customer has received their refund for
the returned equipment. The representative can be reached directly by email at ***@Dell.com
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
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate Dell
representative; Henryetta has authorized a reconditioned system exchange in order to resolve the technical problems the customer has been having with his Dell XPS notebook computer. Additionally, the resolver will provide the customer with seven (7) months of ProSupport at no cost to the customer. Mr*** has accepted this full offer as resolution to his current technical issues. 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
Thank you for providing a copy of the customer’s
submissionA Dell representative will be assigned to this case shortly and
they will contact the customer to address the contents of their complaint
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 *** contacted the customer and authorized an exchangeThe representative confirmed delivery with the customerPlease have the customer contact the agent by email ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
A Dell representative is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submission We remain available to assist and ask that the customer contact our representative at ***@Dell.com
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur records show, the product was purchased from a retailer; therefore, returns
are governed by the policies of the retailer where the product was purchasedOur representative explained the terms of the limited hardware warranty, and the return policy (applies only to purchases made directly from Dell)
***
***
In the interest of customer satisfaction, our representative offered a certified replacement unit; however, Mr*** elected not to accept our offer of assistanceHis request for a new replacement or refund 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 Team
Incident ID: ***
Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and while the resolution wasn't satisfactoryI have returned the device and all of it's components and wish to have nothing more to do with this company
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 submissionOur records indicate Dell
representative, *** has been available to the customer in order to work with Ms*** regarding her concerns. However, the customer has informed *** she will need to follow up with him as soon as she is able. Ms*** went on to explain she is quite busy at her place of employment at this time. *** had let the customer know this if fine, except he has yet to hear back from the customer. Since there is a specific time period in which Dell is allotted to officially respond to the Revdex.com, Dell has no other option than to close our case due to lack of response by the customer. Please have the customer contact our representative directly by email at ***@Dell.com if they would like the matter addressed; Dell will be happy to re-open the case. Sincerely, Executive Support Team Incident 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 Our records indicate
Dell representative; *** has authorized a system exchange in order to resolve the technical problems the customer had been having with his computer. The customer has received the unit and has confirmed it is working as intended and to his satisfaction. Mr*** has expressed sincere appreciation for the assistance provided by ***. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the 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
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
Complaint: ***
I am rejecting this response because:I am emailing regarding my complaint #*** which the Revdex.com closed on 2/8/Stated in your last email is the following: "Dell has stated and you have confirmed that you will be refundedAs Revdex.com is not able at this time to leave complaints open indefinitely, we are closing this complaint at this timeIf you do not receive your expected refund within calendar days, please let Revdex.com know and we can review to reopen this complaint." I have yet to receive the rest of my refund and have emailed Dell regarding itThe original date that they claimed to have refunded me the rest is 2/4/16, calendar days agoAs stated in an email from Dell employee ***@dell.com re #*** "This is to inform you that the remaining amount of $has been posted back to your account"In another email response from him on 2/10/16" As per our records the refund has been posted to your account as stated in the previous email." I have my bank documents proving I was only credited partial paymentI am requesting my complaint be reopenedI am not sure what else I can do to get the rest of my money back.I would like to get the rest of my credit of $back
Regards,
*** ***
I would like to get the rest of my credit of $back.I would like to get the rest of my credit of $back
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
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 issued an exchange to replace the customer’s computer. 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:As noted in the original Revdex.com complaint I filed, Dell sent a replacement that is:A totally different printer without some of the features (i.efax capability, etc.) that the one I originally purchased offeredA lower priced (MSRP) model than the one I purchased One that is 2-1/years old and refurbished; not new as was the one I purchased. Further, the replacement printer is still in the shipping box I've never plugged it in, turned it on or tried to connect to my computer It is irritating that the Dell rep contends it is working fine - I NEVER said that; I don't doubt that it will I only asked the rep if I kept the lower value printer, would Dell reimburse me the difference in cost between what I paid for a new, non-refurbished, higher-level and more expensive printer and the one they sent I even offered to accept Dell store credit so that I could purchase toner/ink which I'll no doubt need if I keep my Dell equipment He refused compensation and offered to transfer me to sales so that I could purchase toner! He then said there was nothing more Dell could do for me and hung up without so much as a "bye" He wrote an email saying Dell does not practice compensation but rather resolution Nothing was resolved and all I received was a confrontational, rude call and being stonewalled Finally, it just irritates me that this guy claims my replacement printer is working
Regards,*** ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsThe representative worked with our order verification team to resolve this matterPlease note that
the order# *** has been canceled due to product availability issuesOur 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 by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because he failed to mention that Dell CHARGED me for this service repairThis is a crucial point he carefully avoidedThey charged me even though the technician admitted that he could clearly see that Dell's repair facility had caused the problem during their last service repair
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
Unfortunately, Dell left out a few details again like usualThe representative was again rude, condescending and unhelpfulAs I had previously mentioned I am a paramedicI was at work waiting for an ambulance to pick us up(my partner and I) as I work on a planeI had a few moments of leisure waiting for them so my time was very limitedWell luck would have it that's when Dell decided to callI answered and kindly asked the representative to call me the following night"We don't work nights he snapped!" Ok, this has been the kind of rude, condescending, disrespectful service I have grown to expect from this companyI told the representative I was at work and my time was very limited and I needed either a simple yes or no he could accommodate my requestHe was again rude, blunt and unwilling to return my call at a more convenient timeThis is the quality of service that comes standard with this kind of greedy companyI still would like my refund as the product doesn't workAs for their " technical support" I declined because the plethora of error codes indicated nearly every single component of the Unit is defectedAlso I find it funny they want to " remote in" to a computer that won't even turn on to the operating system so I'm sure that wouldn't workIn addition, a coworker warned me from her past experience that a Dell representative remoted it once to her computer and deleted key files that corrupted her computer out of spiteNo thanks, please just send me my refund as I'll be switching brandsAnyone you ever views this, please spare yourself the aggravation and avoid this company at all costs! Or it'll cost you money, time and stressAgain I want to iterate that this is what happens when you outsource your company across the worldYou get unhelpful, unqualified people with language barriers who are not concerned with helping youIf I treated my patients like Dell has treated me; people would die.
Regards,
*** ***
Dell representative, *** will continue to be the customers’ point of contactThe representative will continue to update the customer on the statusWe request that the customer follow up with the representative by phone or email at ***
The Dell representative,
*** has authorized the return of the Venue Tablet for a refund. The customer has expressed they are pleased
with the resolution. *** will remain the
customer’s point of contact until the customer has received their refund for
the returned equipment. The representative can be reached directly by email at ***@Dell.com
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
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate Dell
representative; Henryetta has authorized a reconditioned system exchange in order to resolve the technical problems the customer has been having with his Dell XPS notebook computer. Additionally, the resolver will provide the customer with seven (7) months of ProSupport at no cost to the customer. Mr*** has accepted this full offer as resolution to his current technical issues. 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
Thank you for providing a copy of the customer’s
submissionA Dell representative will be assigned to this case shortly and
they will contact the customer to address the contents of their complaint
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 *** contacted the customer and authorized an exchangeThe representative confirmed delivery with the customerPlease have the customer contact the agent by email ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
A Dell representative is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submission We remain available to assist and ask that the customer contact our representative at ***@Dell.com
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur records show, the product was purchased from a retailer; therefore, returns
are governed by the policies of the retailer where the product was purchasedOur representative explained the terms of the limited hardware warranty, and the return policy (applies only to purchases made directly from Dell)
***
***
In the interest of customer satisfaction, our representative offered a certified replacement unit; however, Mr*** elected not to accept our offer of assistanceHis request for a new replacement or refund 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 Team
Incident ID: ***
Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and while the resolution wasn't satisfactoryI have returned the device and all of it's components and wish to have nothing more to do with this company
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 submissionOur records indicate Dell
representative, *** has been available to the customer in order to work with Ms*** regarding her concerns. However, the customer has informed *** she will need to follow up with him as soon as she is able. Ms*** went on to explain she is quite busy at her place of employment at this time. *** had let the customer know this if fine, except he has yet to hear back from the customer. Since there is a specific time period in which Dell is allotted to officially respond to the Revdex.com, Dell has no other option than to close our case due to lack of response by the customer. Please have the customer contact our representative directly by email at ***@Dell.com if they would like the matter addressed; Dell will be happy to re-open the case. Sincerely, Executive Support Team Incident 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 Our records indicate
Dell representative; *** has authorized a system exchange in order to resolve the technical problems the customer had been having with his computer. The customer has received the unit and has confirmed it is working as intended and to his satisfaction. Mr*** has expressed sincere appreciation for the assistance provided by ***. 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