Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concerns and is continuing to work with the gift card department to resolve this
matterOnce the gift card issue has been resolved, our representative will follwith Mr*** to 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 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 it is satisfactory to me.Thank you for your assistance. Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently made multiple attempts to reach Mr***; however, has not been able to 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 email at ***@Dell.com, in case Mr*** has any further concerns regarding this case
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
experienceThe representative *** contacted the customer and authorized a refurbished exchange system be sent and a prepaid return shipping labelOur records indicate the replacement system was delivered but follow up calls were not returnedWe remain available to assist the customer if neededPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** 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 authorized an onsite to have parts replacedThe customer confirmed onsite has been completed and system is workingPlease have the customer contact the representative by email at ***
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Today’s Date: 03/16/2016 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 correspondenceAt
this time the customer states continued technical concernsAt this time the agent has processed a depot repair for the customerDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***-***@Dell.com should they still require assistance in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: as I wrote in response to the previous messages from the Revdex.com, Mr*** *** said that the refunds for the returned computer, printer, and the extended warranty for the computer and the printer would be returned to my credit card a month after the receipt of the computer and the printer by the DELL INC As I mentioned in the previous response to the message from the Revdex.com, the computer and the printer were received by the DELL INC on 12/14/ As soon as my credit card notifies me of the received refunds for the computer, printer and the extended warranty for the two afore-mentioned items, I will ask the Revdex.com to close the case despite the fact that I was financially damaged by the DELL.com technicians who deleted my Microsoft Office, which, as they assured me, would not be damaged when they persuaded me to agreeing to deleting the Operating System of the computer to mend it The computer was not mended; what is even more and added to my financial losses I lost the Microsoft Office, which I will have to buy anew To recap, only after I have been completely refunded for the price of the computer, the printer, and the extended warranty, will I request the Revdex.com that it close the case because, based on my experience with the DELL INC, I cannot trust the business
Regards,
*** ***
Complaint: ***
I am rejecting this response Per dell statement I have never said I wanted a computer of my choiceWhat I asked for was a replacement computer of similar specs of original purchase OR refund as provided for under California song Beverly consumer protection actDell cannot simply Ignore state LawIt is the responsibility of the business to comply with state law or risk a legal judgment of Punitive damages in addition to actual damages. I am more then willing to work with dell on the repair of this computerBut continuing to perform the same repairs over and over again with no actual remedies to the issues the computer is having is Just allowing dell to run out the warranty with out EVER fixing the actual issue that has been present since day one So offer A solutionThe only other choice is to allow a Judge to consider the case and damagesI am officially asking dell for a copy of all repair invoices as dell has also not complied with California consumer law in providing a invoice for all repair work done and all repair attempts including software installation and driver installationAs dell has installed several programs on this computer for there repair attempts I also need to know what programs are on my computer and how to remove themas of today the sound issue is still happening
Regards,
*** ***
Dear RevDex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants their systems to work with an active stylus or a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell cannot warrant that the operation of any Dell product will be uninterrupted or error-free, specifically as it interacts with third party software and applications such as those described by the customer As the systems are beyond Dell’s day return period, a return for a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and, for customer satisfaction reasons, processed Return Authorizations for two of the Active Stylus’ that the customer was unable to use We ask that the customer contact our representative at *** for any further assistance they may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10878856, and find that this resolution is satisfactory to me
Please note, though, that as Dell not only charged my credit card for the purchase, then also placed a hold on my credit card for the same amount on the same item, I have concerns that they may still attempt to again charge my card in the futureDue to my extreme distrust in Dell, I will be retaining a copy of this complaint should any issue arise in the futurePlease note that I do not anticipate doing business with Dell in the future due to this single unsatisfactory transactionAdditionally, I have no idea how Dell can be considered a U.Scompany as it appears all of their representatives work out of India or the Phillipines
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced and compensation We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Dell does not provide compensation for down time or time spent resolving a technical issue, per the Terms of Sale Dell records indicate the customer reported a technical issue in October, 2016, and a service dispatch was created and a box with a return shipping label was sent to the customer to provide transport to Dell’s Repair Depot The dispatch was subsequently cancelled when the computer was not shipped to Dell for repairsSince the date of the submission, a Dell representative contacted the customer to discuss his concerns and provide assistance The customer provided his receipt for the purchase from a third party vendor, and the end date of his warranty has been extended to one year from his purchase date Our representative offered to process a service dispatch to repair the customer’s computer as soon as the customer provides an address where the box and shipping label are to be sent however, there has been an unforeseen delay in the customer providing a current address in order to process the service dispatch To date, the customer has not responded to our representative’s follow up contact attempts Should the customer still need assistance, we ask that he contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this temporary resolution is satisfactory to me
Ms*** and I have been communicating and hopefully will find the resolution this week
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The technician on the phone specifically said there was nothing more she could do and when asked about the service contract said that it was not possible. The ONLY reason that I went to a third party was because the techinician told me to do so to get the operating system working since she was not able to do so over the phone because whatever she had done to it had made it compeltley unresponsive, it was NOT to have data backed up it was to get the operating system functional. Again, I find the technicians on the phone and Dell's lack of customer service as well as lack of honoring purchased warranties and service contracts beyond appalling.
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfaction, our representative processed returns for computer order#
*** and sleeve order# ***Our records show that the credits have been posted to the original form of payment, which should reflect on his next billing statementThe representative also followwith Mr*** to 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 case.
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 customer. Thank you for providing a copy of the customer’s submission
Since the date of the submission, a Dell representative, *** has made
multiple attempts to reach the customer by phone and e-mail however, to date, there has been no response by the customer to the representatives’ contact attempts. Should the customer still need assistance, we ask that they contact our representative at ***_***@Dell.com for any further assistance they may need regarding this matter. 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 rebuttal filed with your office by the customerThe customer was advised about the loss of data, before the reset, and declined the opportunity to save their dataContinuing intermittent issues were reported and our representative offered to assist with an operating system reinstall, however; it was declinedOur representative remains available to assist with the OS reinstall which was declined by the customerIt is recommended that customer keep a regular back up of all their data and Dell also states this on our customer support lines when dialing inAs 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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concerns and worked with the credit verification department to resolve this matterOur records show,
the credits for order *** and *** have been posted to the original form of payment, which should reflect on his next billing statementOur representative also followwith Mr*** to 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 case
Sincerely,
Advanced Resolution Group
Incident ID ***
Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur records show that the unit was serviced at the depot on May 17, and delivered to Ms*** on
May 19, under fedex tracking# ***Our representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her 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 Ms*** has any further concerns regarding this case. 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 concerns and is continuing to work with the gift card department to resolve this
matterOnce the gift card issue has been resolved, our representative will follwith Mr*** to 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 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 it is satisfactory to me.Thank you for your assistance. Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently made multiple attempts to reach Mr***; however, has not been able to 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 email at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: *** Dell Inc
Revdex.com:
They haven't done anything , Still a problem and I emailed and no response back yetnot happy at all
*** ***
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
experienceThe representative *** contacted the customer and authorized a refurbished exchange system be sent and a prepaid return shipping labelOur records indicate the replacement system was delivered but follow up calls were not returnedWe remain available to assist the customer if neededPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** 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 authorized an onsite to have parts replacedThe customer confirmed onsite has been completed and system is workingPlease have the customer contact the representative by email at ***
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Today’s Date: 03/16/2016 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 correspondenceAt
this time the customer states continued technical concernsAt this time the agent has processed a depot repair for the customerDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***-***@Dell.com should they still require assistance in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: as I wrote in response to the previous messages from the Revdex.com, Mr*** *** said that the refunds for the returned computer, printer, and the extended warranty for the computer and the printer would be returned to my credit card a month after the receipt of the computer and the printer by the DELL INC As I mentioned in the previous response to the message from the Revdex.com, the computer and the printer were received by the DELL INC on 12/14/ As soon as my credit card notifies me of the received refunds for the computer, printer and the extended warranty for the two afore-mentioned items, I will ask the Revdex.com to close the case despite the fact that I was financially damaged by the DELL.com technicians who deleted my Microsoft Office, which, as they assured me, would not be damaged when they persuaded me to agreeing to deleting the Operating System of the computer to mend it The computer was not mended; what is even more and added to my financial losses I lost the Microsoft Office, which I will have to buy anew To recap, only after I have been completely refunded for the price of the computer, the printer, and the extended warranty, will I request the Revdex.com that it close the case because, based on my experience with the DELL INC, I cannot trust the business
Regards,
*** ***
Complaint: ***
I am rejecting this response Per dell statement I have never said I wanted a computer of my choiceWhat I asked for was a replacement computer of similar specs of original purchase OR refund as provided for under California song Beverly consumer protection actDell cannot simply Ignore state LawIt is the responsibility of the business to comply with state law or risk a legal judgment of Punitive damages in addition to actual damages. I am more then willing to work with dell on the repair of this computerBut continuing to perform the same repairs over and over again with no actual remedies to the issues the computer is having is Just allowing dell to run out the warranty with out EVER fixing the actual issue that has been present since day one So offer A solutionThe only other choice is to allow a Judge to consider the case and damagesI am officially asking dell for a copy of all repair invoices as dell has also not complied with California consumer law in providing a invoice for all repair work done and all repair attempts including software installation and driver installationAs dell has installed several programs on this computer for there repair attempts I also need to know what programs are on my computer and how to remove themas of today the sound issue is still happening
Regards,
*** ***
Dear RevDex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants their systems to work with an active stylus or a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell cannot warrant that the operation of any Dell product will be uninterrupted or error-free, specifically as it interacts with third party software and applications such as those described by the customer As the systems are beyond Dell’s day return period, a return for a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and, for customer satisfaction reasons, processed Return Authorizations for two of the Active Stylus’ that the customer was unable to use We ask that the customer contact our representative at *** for any further assistance they may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10878856, and find that this resolution is satisfactory to me
Please note, though, that as Dell not only charged my credit card for the purchase, then also placed a hold on my credit card for the same amount on the same item, I have concerns that they may still attempt to again charge my card in the futureDue to my extreme distrust in Dell, I will be retaining a copy of this complaint should any issue arise in the futurePlease note that I do not anticipate doing business with Dell in the future due to this single unsatisfactory transactionAdditionally, I have no idea how Dell can be considered a U.Scompany as it appears all of their representatives work out of India or the Phillipines
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced and compensation We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Dell does not provide compensation for down time or time spent resolving a technical issue, per the Terms of Sale Dell records indicate the customer reported a technical issue in October, 2016, and a service dispatch was created and a box with a return shipping label was sent to the customer to provide transport to Dell’s Repair Depot The dispatch was subsequently cancelled when the computer was not shipped to Dell for repairsSince the date of the submission, a Dell representative contacted the customer to discuss his concerns and provide assistance The customer provided his receipt for the purchase from a third party vendor, and the end date of his warranty has been extended to one year from his purchase date Our representative offered to process a service dispatch to repair the customer’s computer as soon as the customer provides an address where the box and shipping label are to be sent however, there has been an unforeseen delay in the customer providing a current address in order to process the service dispatch To date, the customer has not responded to our representative’s follow up contact attempts Should the customer still need assistance, we ask that he contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this temporary resolution is satisfactory to me
Ms*** and I have been communicating and hopefully will find the resolution this week
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The technician on the phone specifically said there was nothing more she could do and when asked about the service contract said that it was not possible. The ONLY reason that I went to a third party was because the techinician told me to do so to get the operating system working since she was not able to do so over the phone because whatever she had done to it had made it compeltley unresponsive, it was NOT to have data backed up it was to get the operating system functional. Again, I find the technicians on the phone and Dell's lack of customer service as well as lack of honoring purchased warranties and service contracts beyond appalling.
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfaction, our representative processed returns for computer order#
*** and sleeve order# ***Our records show that the credits have been posted to the original form of payment, which should reflect on his next billing statementThe representative also followwith Mr*** to 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 case.
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 customer. Thank you for providing a copy of the customer’s submission
Since the date of the submission, a Dell representative, *** has made
multiple attempts to reach the customer by phone and e-mail however, to date, there has been no response by the customer to the representatives’ contact attempts. Should the customer still need assistance, we ask that they contact our representative at ***_***@Dell.com for any further assistance they may need regarding this matter. 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 rebuttal filed with your office by the customerThe customer was advised about the loss of data, before the reset, and declined the opportunity to save their dataContinuing intermittent issues were reported and our representative offered to assist with an operating system reinstall, however; it was declinedOur representative remains available to assist with the OS reinstall which was declined by the customerIt is recommended that customer keep a regular back up of all their data and Dell also states this on our customer support lines when dialing inAs 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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concerns and worked with the credit verification department to resolve this matterOur records show,
the credits for order *** and *** have been posted to the original form of payment, which should reflect on his next billing statementOur representative also followwith Mr*** to 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 case
Sincerely,
Advanced Resolution Group
Incident ID ***
Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur records show that the unit was serviced at the depot on May 17, and delivered to Ms*** on
May 19, under fedex tracking# ***Our representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her 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 Ms*** has any further concerns regarding this case. Sincerely, Executive Support TeamIncident ID: ***Dell Inc