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
Complaint: ***
I am rejecting this response because:I am reserving judgement until the computer is actually repaired, I receive it, and I am satisfied that it is working as it should have when I purchased itDell should compensate me for all of the trouble, time and expense this faulty product and their poor customer service and repair/ warranty service has caused meThis has cost me 50+ hours away from my business and family and has caused me to have to purchase a computer to replace this one.I am open to listening to what they offerI am going to wait and see what happens with the computer and this caseI will gladly give an honest report of what the outcome is
Regards,
*** ***
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 replacement unit was delivered to Mr*** on December 23rd, under
Purolator Tracking# ***
Mr*** stated that he will be out of the country until February, and will contact our representative upon his returnWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via 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 customerThank you for providing a copy of the submissionThe Dell representative *** contacted the customer and offered a full software refund which the customer declinedThe customer requested to return the system that invoiced on 11/29/which was denied due to the day policyThe software problems did not having an effect on the customer using the systemIf the customer would like to accept the software refund we ask that he follow up with the representative no later than 1/27/The representative maybe reached by emailing ***@Dell.com Sincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and our records indicate the refund has been applied to the original form of payment and the customer requests no further
contact from DellSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Complaint: ***
I am rejecting this response because: As mentioned numerous times on the phone, the memory does not have a service tagOnly complete systems have service tagsDell, as the company affixing these tags, should know that. The memory in question is not the original memory of the system it is being used in, so the system service tag is completely irrelevant.Furthermore, any order number should be irrelevant, as I provided all serial numbers on the productDell, as any of their competitors, should be able to establish the warranty terms based on the serial numberEither way, their website states that memory has a limited lifetime warrantyA serial number should be sufficient to provide proof of the product and existing warrantyThe manufacturing date and/or purchase date would not affect the duration of a lifetime warrantyOnly the END of life of the product affects this duration.I will follow up with an FTC complaint
Regards,
*** ***
Dear Revdex.com,
Our records indicate that Dell representative *** contacted the customer and assisted in getting the a callback done to resolve the technical issuesThe representative followed up and confirmed all issues have been addressedPlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
***
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,
*** ***
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
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionA Dell representative contacted the customer and authorized an onsite tech to replace partsOur records indicate that the service has been completed and follow up calls to the customer were not returned
Should 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 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,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Dell representative, ***, is attempting to reach the customer by phone and email; however, has not yet been able to discuss the contents of
the submissionWe remain available to assist and ask that the customer contact our representative at ***[email protected]
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mrs*** ***Customer expressed dissatisfaction with Dell service and support and wants the system replacedWe regret any dissatisfaction they may have experienced and appreciate the
feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative explained the terms of the limited hardware warrantyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement, which was shipped to the customer on June 23, 2017, under FedEx tracking number ***Our representative will also follto confirm resolutionShould Ms*** have any additional concerns regarding this case, she can reach out to our representative at ***@Dell.com
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
experienceDell representative, ***, contacted the customer explained that a “No Video” issue is not a product issue but hardwareThe representative explained the warranty department has already quoted a price to him but offered a further discounted amount as a goodwill gestureWe remain available to assist the customer if needed and we ask that he contact the representative by email at ***@Dell.com 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 customerThank you for providing a copy of the submissionDell representative, *** contacted the customer and explained the terms and conditions of the hardware warranty
The representative authorized an onsite tech to replace parts and confirmed system is working as designedThe representative can be reached at ***@Dell.com for any further assistance she may need regarding this matterSincerely, Advanced Resolution Group Incident 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 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
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 for out of warranty support and her computer We regret any dissatisfaction she may have experienced and appreciate
the feedback provided Dell has a thirty (30) day Return Period and, as the computer order invoiced during 2014, a refund would not be an option Dell is not responsible for data or software and, as outlined in the terms and conditions of Dell’s Limited Hardware Warranty, Dell’s responsibility is limited to repair or replacement of covered hardware components Dell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchased Since the date of the submission, a Dell representative and his supervisor contacted the customer to offer a refurbished computer exchange and a refund of the out of warranty repair costs, which the customer declined Should the customer reconsider and want to accept the representative’s offer, we ask that she contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***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
Complaint: ***
I am rejecting this response because:I am reserving judgement until the computer is actually repaired, I receive it, and I am satisfied that it is working as it should have when I purchased itDell should compensate me for all of the trouble, time and expense this faulty product and their poor customer service and repair/ warranty service has caused meThis has cost me 50+ hours away from my business and family and has caused me to have to purchase a computer to replace this one.I am open to listening to what they offerI am going to wait and see what happens with the computer and this caseI will gladly give an honest report of what the outcome is
Regards,
*** ***
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 replacement unit was delivered to Mr*** on December 23rd, under
Purolator Tracking# ***
Mr*** stated that he will be out of the country until February, and will contact our representative upon his returnWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via 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 customerThank you for providing a copy of the submissionThe Dell representative *** contacted the customer and offered a full software refund which the customer declinedThe customer requested to return the system that invoiced on 11/29/which was denied due to the day policyThe software problems did not having an effect on the customer using the systemIf the customer would like to accept the software refund we ask that he follow up with the representative no later than 1/27/The representative maybe reached by emailing ***@Dell.com Sincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and our records indicate the refund has been applied to the original form of payment and the customer requests no further
contact from DellSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Complaint: ***
I am rejecting this response because: As mentioned numerous times on the phone, the memory does not have a service tagOnly complete systems have service tagsDell, as the company affixing these tags, should know that. The memory in question is not the original memory of the system it is being used in, so the system service tag is completely irrelevant.Furthermore, any order number should be irrelevant, as I provided all serial numbers on the productDell, as any of their competitors, should be able to establish the warranty terms based on the serial numberEither way, their website states that memory has a limited lifetime warrantyA serial number should be sufficient to provide proof of the product and existing warrantyThe manufacturing date and/or purchase date would not affect the duration of a lifetime warrantyOnly the END of life of the product affects this duration.I will follow up with an FTC complaint
Regards,
*** ***
Dear Revdex.com,
Our records indicate that Dell representative *** contacted the customer and assisted in getting the a callback done to resolve the technical issuesThe representative followed up and confirmed all issues have been addressedPlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
***
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,
*** ***
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
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionA Dell representative contacted the customer and authorized an onsite tech to replace partsOur records indicate that the service has been completed and follow up calls to the customer were not returned
Should 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 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,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Dell representative, ***, is attempting to reach the customer by phone and email; however, has not yet been able to discuss the contents of
the submissionWe remain available to assist and ask that the customer contact our representative at ***[email protected]
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mrs*** ***Customer expressed dissatisfaction with Dell service and support and wants the system replacedWe regret any dissatisfaction they may have experienced and appreciate the
feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative explained the terms of the limited hardware warrantyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement, which was shipped to the customer on June 23, 2017, under FedEx tracking number ***Our representative will also follto confirm resolutionShould Ms*** have any additional concerns regarding this case, she can reach out to our representative at ***@Dell.com
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
experienceDell representative, ***, contacted the customer explained that a “No Video” issue is not a product issue but hardwareThe representative explained the warranty department has already quoted a price to him but offered a further discounted amount as a goodwill gestureWe remain available to assist the customer if needed and we ask that he contact the representative by email at ***@Dell.com 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 customerThank you for providing a copy of the submissionDell representative, *** contacted the customer and explained the terms and conditions of the hardware warranty
The representative authorized an onsite tech to replace parts and confirmed system is working as designedThe representative can be reached at ***@Dell.com for any further assistance she may need regarding this matterSincerely, Advanced Resolution Group Incident 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 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
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 for out of warranty support and her computer We regret any dissatisfaction she may have experienced and appreciate
the feedback provided Dell has a thirty (30) day Return Period and, as the computer order invoiced during 2014, a refund would not be an option Dell is not responsible for data or software and, as outlined in the terms and conditions of Dell’s Limited Hardware Warranty, Dell’s responsibility is limited to repair or replacement of covered hardware components Dell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchased Since the date of the submission, a Dell representative and his supervisor contacted the customer to offer a refurbished computer exchange and a refund of the out of warranty repair costs, which the customer declined Should the customer reconsider and want to accept the representative’s offer, we ask that she contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc