.Dear Revdex.com,
This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe customer system was serviced under the hardware warranty and was determined it is working as designedA request for a return is respectfully denied system invoiced in 2/9/The system will be supported under hard ware warranty until 02/09/Dell considers this matter closed
Advanced Resolution Group
Incident
***
Dell Inc
Complaint: ***
I am rejecting this response because: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,
*** ***
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
Dear Revdex.com, I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding receipt of unwanted marketing materialWe appreciate your taking the time to bring this matter to our attentionI assure you we take matters like this very seriously and the Dell representative continues to work to bring this to a resolutionThe representative is working with Dell Financial in regards to the remaining balance and also about any late feesPlease accept our sincere apologies for any inconvenience this may have causedYou may contact me directly by email at ***@Dell.com for any further assistance you may need in this matterSincerely Advanced Resolution Group Incident *** Dell Inc
Today’s Date: 03/15/2016 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 customer service concerns and refund issuesAt this time the agent has been advised by the customer to not call or respond to emailsDell regrets any inconvenience caused and we ask the customer to contact the representative at ***@Dell.com should they wish to address any remaining concerns. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, ***
has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has had the customer’s defective product replaced. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
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
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*** ***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
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,
*** ***
Complaint: ***
I am rejecting this response because: Dealing with Mr*** is now the worst part of being a *former* DELL customerHe did NOT offer support, as stated in his recent letterHe did, however, yell at me for expecting DELL to fix my computer, hung up on me and acted innocent when the call reconnectedIn writing, he referred to our interactions as a "Frontline Fiesta" When I'd ask him a question such as, "are our calls being recorded?" He'd respond with, "I don't know, are they?" Eventually answering that they were not recordedHis behavior was totally unacceptable throughout the entire experienceMr ***, we both know Dell does train their staff to troubleshoot basic Windows issues but they claim otherwise if it suits themI had an open tech-assistance case, and the warranty happened to end while the case was openIn the middle of offering support, they slammed the door shut and refused to open it, if even a littleIn any case, I vlog, blog, and create reviewsI am hoping to cost you a few PC salesFor example, check out the review on Amazon for this computerAs Mr*** would say, "Your case is closed and there is nothing you can do about it".
Regards,
*** ***
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
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
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,*** ***
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
Dell has determined that
recently we had an issue wherein some promotional gift cards were not able to
be processed and customers were mistakenly billed for the orders they placed
with these cards. These customer accounts are now amended to reflect no
outstanding balance and there has been no negative trades filed with the credit
reporting agencies. Dell is not
providing any type of recompense due to this matter, but has taken appropriate
action to correct these accounts for our customers.
Our records indicate the Dell
representative; *** *** has been assigned to this case and has informed Ms
*** these facts. Additionally, Ms
*** has provided the customer with a written statement of apology. Please have the customer contact our
representative directly by email at ***@Dell.com
if she should need any further assistance in this matter.
Sincerely,
Executive Support Team
Incident ID# ***
Dell Inc
Complaint: ***
I am rejecting this response because:The product that was sold to me is defectiveThree times in the first year and months of me owning the laptop, the connection to the monitor has brokenTwice is was repaired by a certified Dell representative and it still would break after minimal usageDell should take responsibility for this and replace this laptopThe customer service representatives were rude and showed no concern for the quality of their productI paid $for this laptop and was told I'd have to pay over $to repair itI should not have to pay half of what I paid for this laptop for an issue that is obviously un-fixable by Dell's own repair techs
Regards,
*** ***
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
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDuring the investigation it was found that the system arrived at the depot with correct packaging and no damage to the box. The Dell Limited Hardware warranty does not cover accidental damage. At this time Dell consider this issue closedAdvanced Resolution Group Incident *** Dell Inc
.Dear Revdex.com,
This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe customer system was serviced under the hardware warranty and was determined it is working as designedA request for a return is respectfully denied system invoiced in 2/9/The system will be supported under hard ware warranty until 02/09/Dell considers this matter closed
Advanced Resolution Group
Incident
***
Dell Inc
Complaint: ***
I am rejecting this response because: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,
*** ***
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
Dear Revdex.com, I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding receipt of unwanted marketing materialWe appreciate your taking the time to bring this matter to our attentionI assure you we take matters like this very seriously and the Dell representative continues to work to bring this to a resolutionThe representative is working with Dell Financial in regards to the remaining balance and also about any late feesPlease accept our sincere apologies for any inconvenience this may have causedYou may contact me directly by email at ***@Dell.com for any further assistance you may need in this matterSincerely Advanced Resolution Group Incident *** Dell Inc
Today’s Date: 03/15/2016 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 customer service concerns and refund issuesAt this time the agent has been advised by the customer to not call or respond to emailsDell regrets any inconvenience caused and we ask the customer to contact the representative at ***@Dell.com should they wish to address any remaining concerns. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, ***
has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has had the customer’s defective product replaced. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
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
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*** ***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
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,
*** ***
Complaint: ***
I am rejecting this response because: Dealing with Mr*** is now the worst part of being a *former* DELL customerHe did NOT offer support, as stated in his recent letterHe did, however, yell at me for expecting DELL to fix my computer, hung up on me and acted innocent when the call reconnectedIn writing, he referred to our interactions as a "Frontline Fiesta" When I'd ask him a question such as, "are our calls being recorded?" He'd respond with, "I don't know, are they?" Eventually answering that they were not recordedHis behavior was totally unacceptable throughout the entire experienceMr ***, we both know Dell does train their staff to troubleshoot basic Windows issues but they claim otherwise if it suits themI had an open tech-assistance case, and the warranty happened to end while the case was openIn the middle of offering support, they slammed the door shut and refused to open it, if even a littleIn any case, I vlog, blog, and create reviewsI am hoping to cost you a few PC salesFor example, check out the review on Amazon for this computerAs Mr*** would say, "Your case is closed and there is nothing you can do about it".
Regards,
*** ***
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
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
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,*** ***
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
Dell has determined that
recently we had an issue wherein some promotional gift cards were not able to
be processed and customers were mistakenly billed for the orders they placed
with these cards. These customer accounts are now amended to reflect no
outstanding balance and there has been no negative trades filed with the credit
reporting agencies. Dell is not
providing any type of recompense due to this matter, but has taken appropriate
action to correct these accounts for our customers.
Our records indicate the Dell
representative; *** *** has been assigned to this case and has informed Ms
*** these facts. Additionally, Ms
*** has provided the customer with a written statement of apology. Please have the customer contact our
representative directly by email at ***@Dell.com
if she should need any further assistance in this matter.
Sincerely,
Executive Support Team
Incident ID# ***
Dell Inc
Complaint: ***
I am rejecting this response because:The product that was sold to me is defectiveThree times in the first year and months of me owning the laptop, the connection to the monitor has brokenTwice is was repaired by a certified Dell representative and it still would break after minimal usageDell should take responsibility for this and replace this laptopThe customer service representatives were rude and showed no concern for the quality of their productI paid $for this laptop and was told I'd have to pay over $to repair itI should not have to pay half of what I paid for this laptop for an issue that is obviously un-fixable by Dell's own repair techs
Regards,
*** ***
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 letter from *** ***Our representative has been in contact with the customer to address the correspondence
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDuring the investigation it was found that the system arrived at the depot with correct packaging and no damage to the box. The Dell Limited Hardware warranty does not cover accidental damage. At this time Dell consider this issue closedAdvanced Resolution Group Incident *** Dell Inc