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 the customer may have experienced and appreciate the feedback provided It
appears, when the customer sent the system to Dell’s Repair Depot, that the package was lost by the carrier Since the date of the submission, a Dell representative contacted the customer and offered a system exchange The customer declined the exchange and only wants a refund As any refund processed by Dell would generate a refund back to the original form of payment, the customer requested that we process a manual credit back to *** and the customer will contact ***, where the computer was purchased, and pursue a refund Our representative processed the refund and the customer may contact him at ***@Dell.com for any further assistance they may need regarding this matter.Sincerely,Executive Support TeamIncident 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 apologized for the delay and confirmed the gift card has been receivedWe remain available to assist the customer if there are any further concerns the representative can be reached by email at ***@Dell.com Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: Dell failed to provide a product that was paid for in full. The salesman indicated by phone that the computer I was purchasing come with a warrentee that covered this computer for a full year, covering everything. First, the first week Dell was unable to fix a problem with the software on the computer. That was when they told me that my computer came with out the warrentee that I purchased. It was also missing the games that the salesman said that it always comes with Windows 7. I'll never use Dell again. I've also requested that they take me off all of their mailing lists. Their oversees staff tried to resolve the problems, but they were not giving the authority to complete the exchanged that they offered. Dell also fails to provide the customer a copy of there emails that they indicate they will provide to the customer upon ending the communication. They just failed at any settlement they tried. They took the easy way off and said That I did not provide them with the names of the staff that I worked with by emal and over calls. Each time they would say they are sending me a copy, and never provided me a copy. Never Use Dell again. *** ***
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I had a very hard time understanding the representatives that called meI had received three calls, all salesNobody was aware of the issue, I had to waste time explaining to them what the situation was which was especially difficult due to the language barrierThe second person that called me was downright rude and continued to lie to me about the availability of the productThe first caller simply said "there is nothing she can do for me"I got offered nothing to help meThe laptop is still for sale online, and all cs agents continue to lie and say the product is available and will ship as advertised despite Dell not even having the parts in stockI am appalled by the poor customer service Dell continues to offerRude agents, total lack of communication, advertisement and downright lyingI got offered NO help and the agents Dell had call me were completely unaware of the situation and offered no solutions. Dell, all I want is 1) a call with a representative that is aware of the issue, that can speak proper English and that can answer my questions truthfullyThe call quality and language barrier makes this whole experience that much more frustratingI am entitled to know whether a product I am purchasing is available and when I will get it2) If a product is not available and the exact dates when parts of said product will arrive and make the building of the laptop possible are not known, why is the product still up for sale on your website? Why are CS agents still assuring me that the product will arrive in time? Why are your agents not aware of the situation and not informing consumers about it before making a purchase?I had TWO instances where a CS agent assures me that Dell has the product and I will receive it as advertised only to get the shipping date changed a day before the expected shipping dateI do not think this is a shortage of parts issue, I think Dell is misleading and untruthful, you are afraid of losing customers and lie to them in order to make a sale despite the product not being availableDell continues to falsely advertise this laptop as available to this day, despite the confirmation the product isn't as per Dell's response aboveWhy not inform me, the customer, BEFORE making the purchase? The fact that this happened to me twice in a month is proof that Dell misleads customer on purpose and that is unacceptable
Regards,
*** ***
Dear Revdex.com, This matter has been previously addressed under Revdex.com case *** and ***, no alterations have been/will be made to the final resolutionDuring the investigation of the gift card complaint the customers address was linked to an unauthorized reseller no further
cards will be issuedAll of the Gift Cards linked to the address have been cancelledAt this time Dell consider this issue closedAdvanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur records show that a credit for order# *** has been posted to the original form of
payment on March, Our representative made multiple attempts to reach Mr***; however, has not been able to further discuss the contents of his correspondenceWe 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 case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, This matter has been previously addressed, no alterations have been/will be made to the final resolutionThe customer purchased from a retailer a return for credit is not an optionAt this time we seem to be at an impasse with the customer but we remain available to provide the refurbished exchange under the hard warranty termsAdvanced Resolution Group Incident *** Dell Inc
Today’s Date: 11/11/2015 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 correspondenceAt this time the agent confirmed with the customer the matter has been addressedWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAfter further review, our representative processed a depot servicePlease note that the unit was
serviced at the depot on November 10, and delivered to Mr*** on November 11, under FedEx tracking number ***Our representative also followwith Mr*** to confirm resolutionWe 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 TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Dell representative,
*** and the customer had been working together to address this matter per the Terms and Conditions of the System Hardware warranty. However, in the interest of customer satisfaction*** had offered the customer an onsite service call to replace the necessary parts; even though the system warranty is depot or maonly. Unfortunately, at this time the customer has declined any further assistance. *** has respectfully denied the customer’s request for a refund; but has invited the customer to contact him directly if he should change his mind and indicate he would welcome assistance from Dell; should this happen, we will reopen the case and address his concerns at that time. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding
this experience
Dell representative, *** contacted the customer and apologized for the problemsThe representative with several onsite part replacements with no resolutionA new exchange system has been delivered and a return shipping label providedThe representative can be reached at email ***@Dell.com
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 customerDell representative *** attempted several times again to follow up with the customerWith regard to the request for monetary compensation; Dell’s written policies, including as part Terms and Conditions of Sale, dictate that Dell is not responsible for such compensationIf the customer has any further questions he may contact the representative by emailing ***@Dell.com
Sincerely,
Advanced Resolution Group
***
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 offered to assist the customer with any outstanding issuesThe representative respectfully denied the request for a refund system invoiced in and customers warranty expired on 9/26/Please have the customer contact the representative by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Complaint: ***
I am rejecting this response because:The issue has not been resolved I still do not have a working computer Dell sent out *** who put in a new hard drive He told me that it would start in minutes He left and the computer still did not work I reconnected Dell and they had me to do several things but it still did not work They said I needed a recovery disc which I could buy from themI advised them that I would not purchase it They said that they would get b ack to me with in to hours I received this same information from different people last weekYesterday, I received a FedEx package It contains a flash driveI am trying to reach them to get some assistance with what to do with it.Until I am made whole tis matter is unresolved The woman who wrote the response has very poor communication and customer service skills This case is not closed!.
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 matterOur records show
that all the necessary credits have been posted to the original form(s) 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 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 I received emails from Dell reps each stating I was entitled to $One for a problem with delivery and one for price match. They made it sound like I was trying to get $for the same problemNothing could be further from the truthThe person who contacted me after I contacted the Revdex.com wouldn't even give me credit to use on Dell rather than $He made it look like I already got the refund promised even though that was not trueAfter I ordered it, the price was reduced by $100, and therefore I feel that should entitle me to the refund and I have an email saying so. So I don't know how he says I paid less than the price of the computerNot the way I figure itThe person I spoke to after Revdex.com said the rep made a mistake sending that emailShouldn't Dell honor the decisions made by their reps? Other companies doI guess Dell doesn't need the business, they have enoughI guess this will be my last Dell purchase
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The Credit Card to which the company, DELL, applied a credit for the disputed computer, belongs to the owner of our business. The owner is currently away and cannot be reached to verify that the credit has been applied to his credit card account. As soon as we are able, we will contact the credit card company to verify that the credit has been applied. We expect that we will be able to verify the credit card refund from Dell within the next two to three business days
Regards,
Rita B***
Complaint: ***
I am rejecting this response because: I traded emailed with *** on the 8th of OctOn that day we were unable to connect up for a phone call because our schedules conflictedIt was at that time that *** informed me that the following week he would not be workingI have not spoken to him yet since
Regards,
*** ***
Revdex.com:
I have reviewed the response made by Dell in reference to complaint ID ***While I still do not find the response satisfactory and they continue to avoid the concerns and accept culpability, I will attempt to resolve these issues one more time by returning my computer to Dell for repairs, for the third time for many of the same issues, I will noteHowever, per the detailed account of my contact with Dell and sincere attempt (on my part) to get this resolved (see attached letter sent to one of their executive board members), several of the issues they want me to return the computer for, already existed prior to the last time I returned to the computer (service request #***)And one of the issues (the DVD) has been an issue since month oneI truly hope that this return will result in the return of a computer where all of the issues are resolved once and for allIf they are not, I will file yet another complaint as I still believe this computer is clearly a lemon and I never received the quality and product for which I paid my hard earned money. Sincerely,*** ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative contacted the customer regarding the issues described in her correspondenceThe customer confirms onsite service was completed and reports no issuesWe
regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident 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 the customer may have experienced and appreciate the feedback provided It
appears, when the customer sent the system to Dell’s Repair Depot, that the package was lost by the carrier Since the date of the submission, a Dell representative contacted the customer and offered a system exchange The customer declined the exchange and only wants a refund As any refund processed by Dell would generate a refund back to the original form of payment, the customer requested that we process a manual credit back to *** and the customer will contact ***, where the computer was purchased, and pursue a refund Our representative processed the refund and the customer may contact him at ***@Dell.com for any further assistance they may need regarding this matter.Sincerely,Executive Support TeamIncident 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 apologized for the delay and confirmed the gift card has been receivedWe remain available to assist the customer if there are any further concerns the representative can be reached by email at ***@Dell.com Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: Dell failed to provide a product that was paid for in full. The salesman indicated by phone that the computer I was purchasing come with a warrentee that covered this computer for a full year, covering everything. First, the first week Dell was unable to fix a problem with the software on the computer. That was when they told me that my computer came with out the warrentee that I purchased. It was also missing the games that the salesman said that it always comes with Windows 7. I'll never use Dell again. I've also requested that they take me off all of their mailing lists. Their oversees staff tried to resolve the problems, but they were not giving the authority to complete the exchanged that they offered. Dell also fails to provide the customer a copy of there emails that they indicate they will provide to the customer upon ending the communication. They just failed at any settlement they tried. They took the easy way off and said That I did not provide them with the names of the staff that I worked with by emal and over calls. Each time they would say they are sending me a copy, and never provided me a copy. Never Use Dell again. *** ***
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I had a very hard time understanding the representatives that called meI had received three calls, all salesNobody was aware of the issue, I had to waste time explaining to them what the situation was which was especially difficult due to the language barrierThe second person that called me was downright rude and continued to lie to me about the availability of the productThe first caller simply said "there is nothing she can do for me"I got offered nothing to help meThe laptop is still for sale online, and all cs agents continue to lie and say the product is available and will ship as advertised despite Dell not even having the parts in stockI am appalled by the poor customer service Dell continues to offerRude agents, total lack of communication, advertisement and downright lyingI got offered NO help and the agents Dell had call me were completely unaware of the situation and offered no solutions. Dell, all I want is 1) a call with a representative that is aware of the issue, that can speak proper English and that can answer my questions truthfullyThe call quality and language barrier makes this whole experience that much more frustratingI am entitled to know whether a product I am purchasing is available and when I will get it2) If a product is not available and the exact dates when parts of said product will arrive and make the building of the laptop possible are not known, why is the product still up for sale on your website? Why are CS agents still assuring me that the product will arrive in time? Why are your agents not aware of the situation and not informing consumers about it before making a purchase?I had TWO instances where a CS agent assures me that Dell has the product and I will receive it as advertised only to get the shipping date changed a day before the expected shipping dateI do not think this is a shortage of parts issue, I think Dell is misleading and untruthful, you are afraid of losing customers and lie to them in order to make a sale despite the product not being availableDell continues to falsely advertise this laptop as available to this day, despite the confirmation the product isn't as per Dell's response aboveWhy not inform me, the customer, BEFORE making the purchase? The fact that this happened to me twice in a month is proof that Dell misleads customer on purpose and that is unacceptable
Regards,
*** ***
Dear Revdex.com, This matter has been previously addressed under Revdex.com case *** and ***, no alterations have been/will be made to the final resolutionDuring the investigation of the gift card complaint the customers address was linked to an unauthorized reseller no further
cards will be issuedAll of the Gift Cards linked to the address have been cancelledAt this time Dell consider this issue closedAdvanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur records show that a credit for order# *** has been posted to the original form of
payment on March, Our representative made multiple attempts to reach Mr***; however, has not been able to further discuss the contents of his correspondenceWe 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 case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, This matter has been previously addressed, no alterations have been/will be made to the final resolutionThe customer purchased from a retailer a return for credit is not an optionAt this time we seem to be at an impasse with the customer but we remain available to provide the refurbished exchange under the hard warranty termsAdvanced Resolution Group Incident *** Dell Inc
Today’s Date: 11/11/2015 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 correspondenceAt this time the agent confirmed with the customer the matter has been addressedWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAfter further review, our representative processed a depot servicePlease note that the unit was
serviced at the depot on November 10, and delivered to Mr*** on November 11, under FedEx tracking number ***Our representative also followwith Mr*** to confirm resolutionWe 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 TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Dell representative,
*** and the customer had been working together to address this matter per the Terms and Conditions of the System Hardware warranty. However, in the interest of customer satisfaction*** had offered the customer an onsite service call to replace the necessary parts; even though the system warranty is depot or maonly. Unfortunately, at this time the customer has declined any further assistance. *** has respectfully denied the customer’s request for a refund; but has invited the customer to contact him directly if he should change his mind and indicate he would welcome assistance from Dell; should this happen, we will reopen the case and address his concerns at that time. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding
this experience
Dell representative, *** contacted the customer and apologized for the problemsThe representative with several onsite part replacements with no resolutionA new exchange system has been delivered and a return shipping label providedThe representative can be reached at email ***@Dell.com
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 customerDell representative *** attempted several times again to follow up with the customerWith regard to the request for monetary compensation; Dell’s written policies, including as part Terms and Conditions of Sale, dictate that Dell is not responsible for such compensationIf the customer has any further questions he may contact the representative by emailing ***@Dell.com
Sincerely,
Advanced Resolution Group
***
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 offered to assist the customer with any outstanding issuesThe representative respectfully denied the request for a refund system invoiced in and customers warranty expired on 9/26/Please have the customer contact the representative by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Complaint: ***
I am rejecting this response because:The issue has not been resolved I still do not have a working computer Dell sent out *** who put in a new hard drive He told me that it would start in minutes He left and the computer still did not work I reconnected Dell and they had me to do several things but it still did not work They said I needed a recovery disc which I could buy from themI advised them that I would not purchase it They said that they would get b ack to me with in to hours I received this same information from different people last weekYesterday, I received a FedEx package It contains a flash driveI am trying to reach them to get some assistance with what to do with it.Until I am made whole tis matter is unresolved The woman who wrote the response has very poor communication and customer service skills This case is not closed!.
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 matterOur records show
that all the necessary credits have been posted to the original form(s) 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 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 I received emails from Dell reps each stating I was entitled to $One for a problem with delivery and one for price match. They made it sound like I was trying to get $for the same problemNothing could be further from the truthThe person who contacted me after I contacted the Revdex.com wouldn't even give me credit to use on Dell rather than $He made it look like I already got the refund promised even though that was not trueAfter I ordered it, the price was reduced by $100, and therefore I feel that should entitle me to the refund and I have an email saying so. So I don't know how he says I paid less than the price of the computerNot the way I figure itThe person I spoke to after Revdex.com said the rep made a mistake sending that emailShouldn't Dell honor the decisions made by their reps? Other companies doI guess Dell doesn't need the business, they have enoughI guess this will be my last Dell purchase
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The Credit Card to which the company, DELL, applied a credit for the disputed computer, belongs to the owner of our business. The owner is currently away and cannot be reached to verify that the credit has been applied to his credit card account. As soon as we are able, we will contact the credit card company to verify that the credit has been applied. We expect that we will be able to verify the credit card refund from Dell within the next two to three business days
Regards,
Rita B***
Complaint: ***
I am rejecting this response because: I traded emailed with *** on the 8th of OctOn that day we were unable to connect up for a phone call because our schedules conflictedIt was at that time that *** informed me that the following week he would not be workingI have not spoken to him yet since
Regards,
*** ***
Revdex.com:
I have reviewed the response made by Dell in reference to complaint ID ***While I still do not find the response satisfactory and they continue to avoid the concerns and accept culpability, I will attempt to resolve these issues one more time by returning my computer to Dell for repairs, for the third time for many of the same issues, I will noteHowever, per the detailed account of my contact with Dell and sincere attempt (on my part) to get this resolved (see attached letter sent to one of their executive board members), several of the issues they want me to return the computer for, already existed prior to the last time I returned to the computer (service request #***)And one of the issues (the DVD) has been an issue since month oneI truly hope that this return will result in the return of a computer where all of the issues are resolved once and for allIf they are not, I will file yet another complaint as I still believe this computer is clearly a lemon and I never received the quality and product for which I paid my hard earned money. Sincerely,*** ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative contacted the customer regarding the issues described in her correspondenceThe customer confirms onsite service was completed and reports no issuesWe
regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc