Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submissionOur records indicate Dell
representative, *** has been available to the customer in order to work with Ms*** regarding her concerns. However, the customer has informed *** she will need to follow up with him as soon as she is able. Ms*** went on to explain she is quite busy at her place of employment at this time. *** had let the customer know this if fine, except he has yet to hear back from the customer. Since there is a specific time period in which Dell is allotted to officially respond to the Revdex.com, Dell has no other option than to close our case due to lack of response by the customer. Please have the customer contact our representative directly by email at ***@Dell.com if they would like the matter addressed; Dell will be happy to re-open the case. Sincerely, Executive Support Team Incident ID# Dell Inc
Revdex.com:
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:I decline to spent anymore time with them on the phone trying to repair the lap topI already spent over hoursI want to get reimburse for the thumb drive that I had to buy and I want a working solution like other merchant which a install MS version on a CD
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and representative We regret any miscommunication which may have occurred and appreciate the feedback It is not uncommon for Dell’s technical representatives to inform customers of Dell’s Customer Induced Damage policy in the event a computer is sent to Dell’s Repair Depot and it is determined a computer has physical damage not covered under Dell’s Limited Hardware Warranty If there is a defect or failure of hardware components, as the customer indicates, there would be no charge for warranty support The customer may contact Dell’s technical support representatives at * *** *** should she want to request service Our representative remains available to assist the customer under the terms of her warranty and she may contact the representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our records indicate the system has been received and the credit applied to the original form of paymentWe regret any dissatisfaction Mr*** may have experienced and appreciate
the feedback provided regarding his Dell ExperienceOur representative, ***, may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because:
Dell made no effort to address the complaint or the problems that caused the complaintThey are now creating a new story that the delays are due to a backlog of parts When I asked which parts the representative did not knowWhen I asked if he had reviewed anything at all before calling me I was told that he had notWhen I asked to speak with someone at a higher level I was told that it would not be possible...he said he was the highest level at Dell that was able to speak with a customerI was told by him that Dell was only a 'mail order company' and therefore wasn't responsible for delaysApparently they are not responsible for anything resembling customer satisfaction eitherThis 'highest level' at Dell couldn't tell me anything regarding my orderHe said his only suggestion was that I wait another weeks and then I 'might or might not' receive my orderHe felt it was unreasonable for me to not accept this vague status It is unfortunate that Dell has become so enamoured with their previous success that they forgot what got them there I was forced to cancel my order because of the lack of information on the status combined with horrific indications of what post-sale service is now like under the new Dell model Next time a Dell representative responds to a customer that is so frustrated with standard channels that they find it necessary to resort to a Revdex.com complaint, they may want to try: researching the problemfinding solutions and information before contacting the customerreading the complaintapologizing for the horrible service experienced instead of making up lame excuses and blaming the customer Dell is headquartered in the US, but apparently the headquarters does not care to address customer complaints
Regards,
*** ***
Today’s Date: 07/06/2016 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 technical and service concerns with their Alienware systemAt this time the agent has completed the customers refund and confirmed with the customer it was processedDell 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 there be any other questions or concerns in the matter . Sincerely, Executive Support TeamIncident 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 concerns and informed her that Dell is working with local and federal law enforcement along with industry partners
to combat scammersOur representative also referred her to the following website for reporting suspected phone scams
***
We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by email 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 her computer repaired or a refund We regret any dissatisfaction the customer may have experienced and appreciate the
feedback provided Dell has a twenty-one (21) day Return Period and, as the order invoiced during March, 2015, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss her concerns and assist in resolving the technical issues The customer declined this assistance and requested a partial refund which was denied We remain available to assist under the terms and conditions of Dell’s Limited Hardware Warranty and ask that she contact our representative at S*** for any further assistance she may need regarding this matter.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 contacted the customer regarding the issues described in his correspondenceDue to the out of warranty status of the system, our representative respectfully
denied the customer’s request for a replacement systemOur representative has processed a refund for the out of warranty repairs, which will be applied to the original form of paymentWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: The computer was shipped back to Dell over a week ago and has not been returnedDell has sent me a message that they received the computer and is in line to be fixedI am waiting to receive the repaired computer
Regards,
*** ***
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,
*** ***
Thank you for providing a copy of the customer’s submission. Dell representative, ***, is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintWe remain available to assist. Please have the customer
contact the representative by email at ***_**[email protected]
A Dell representative contacted *** *** and is working with him to achieve an amicable resolution for his concernsA replacement unit has been processedPlease have him contact our representative directly by e-mail at *** to confirm resolution
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. I am not satisfied with the response. Since my initial complaint a third computer was sent to me and I was charged a third time on my credit card. Again they refused to immediately credit that back to my card until the computer was sent back. One computer ordered and sent to me and charges to my card and hours spent on the phone and computer trying to resolve the issue. Very unsatisfactory. However, I do not want to spend any more time dealing with this issue and the charges have now been reversed on my credit card. I purchased my first Dell Computer in and many since. It is very sad to see what I considered to be a good company deteriorate to this point
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and, per the terms and conditions of the Dell Limited Warranty and the physical damage to the system, respectfully denied the
request to have the system repaired under warrantyAs a one-time good-will gesture, a discount was offered on out-of-warranty depot service, however; it was declinedOur representative remains available should the customer change his mindWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionMr*** order shipped on 7/8/and delivered on 7/11/Mr*** contacted Dell on July 14th to report the situation, at that time the customer was offered a discount to keep the monitorThe customer did several follow up calls to confirm the credit was applied which it has beenWe again are stating that Mr*** has the option to return the monitor for creditWe ask that Mr*** contact the representative by emailing ***@Dell.comAdvanced Resolution Group Incident *** 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 concernsAfter further review, our representative issued a depot repair, which was completed on June 29th,
Our representative also followwith Ms*** to confirm resolutionHer request for refund was respectfully deniedWe 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 email 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 have not received the full refundI'm yet to receive $which was paid using gift card
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr***-*** ***Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants compensationWe 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. Their order was being delayed due to product availability issuesFurthermore, our records indicate, order number *** was delivered on January 11, under FedEx Tracking number ***Please note, Dell does not provide compensation for down time, time spent resolving an issue, lost business or applications, as the warranty covers hardware components, which fail during use and does not include any provisions for compensation, apart from replacing hardware components covered under the terms of Dell’s Limited Hardware WarrantyTheir request for compensation was respectfully deniedShould Mr*** have any additional concerns regarding this case, he can reach out to our representative directly by e-mail at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submissionOur records indicate Dell
representative, *** has been available to the customer in order to work with Ms*** regarding her concerns. However, the customer has informed *** she will need to follow up with him as soon as she is able. Ms*** went on to explain she is quite busy at her place of employment at this time. *** had let the customer know this if fine, except he has yet to hear back from the customer. Since there is a specific time period in which Dell is allotted to officially respond to the Revdex.com, Dell has no other option than to close our case due to lack of response by the customer. Please have the customer contact our representative directly by email at ***@Dell.com if they would like the matter addressed; Dell will be happy to re-open the case. Sincerely, Executive Support Team Incident ID# Dell Inc
Revdex.com:
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:I decline to spent anymore time with them on the phone trying to repair the lap topI already spent over hoursI want to get reimburse for the thumb drive that I had to buy and I want a working solution like other merchant which a install MS version on a CD
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and representative We regret any miscommunication which may have occurred and appreciate the feedback It is not uncommon for Dell’s technical representatives to inform customers of Dell’s Customer Induced Damage policy in the event a computer is sent to Dell’s Repair Depot and it is determined a computer has physical damage not covered under Dell’s Limited Hardware Warranty If there is a defect or failure of hardware components, as the customer indicates, there would be no charge for warranty support The customer may contact Dell’s technical support representatives at * *** *** should she want to request service Our representative remains available to assist the customer under the terms of her warranty and she may contact the representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our records indicate the system has been received and the credit applied to the original form of paymentWe regret any dissatisfaction Mr*** may have experienced and appreciate
the feedback provided regarding his Dell ExperienceOur representative, ***, may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because:
Dell made no effort to address the complaint or the problems that caused the complaintThey are now creating a new story that the delays are due to a backlog of parts When I asked which parts the representative did not knowWhen I asked if he had reviewed anything at all before calling me I was told that he had notWhen I asked to speak with someone at a higher level I was told that it would not be possible...he said he was the highest level at Dell that was able to speak with a customerI was told by him that Dell was only a 'mail order company' and therefore wasn't responsible for delaysApparently they are not responsible for anything resembling customer satisfaction eitherThis 'highest level' at Dell couldn't tell me anything regarding my orderHe said his only suggestion was that I wait another weeks and then I 'might or might not' receive my orderHe felt it was unreasonable for me to not accept this vague status It is unfortunate that Dell has become so enamoured with their previous success that they forgot what got them there I was forced to cancel my order because of the lack of information on the status combined with horrific indications of what post-sale service is now like under the new Dell model Next time a Dell representative responds to a customer that is so frustrated with standard channels that they find it necessary to resort to a Revdex.com complaint, they may want to try: researching the problemfinding solutions and information before contacting the customerreading the complaintapologizing for the horrible service experienced instead of making up lame excuses and blaming the customer Dell is headquartered in the US, but apparently the headquarters does not care to address customer complaints
Regards,
*** ***
Today’s Date: 07/06/2016 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 technical and service concerns with their Alienware systemAt this time the agent has completed the customers refund and confirmed with the customer it was processedDell 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 there be any other questions or concerns in the matter . Sincerely, Executive Support TeamIncident 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 concerns and informed her that Dell is working with local and federal law enforcement along with industry partners
to combat scammersOur representative also referred her to the following website for reporting suspected phone scams
***
We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by email 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 her computer repaired or a refund We regret any dissatisfaction the customer may have experienced and appreciate the
feedback provided Dell has a twenty-one (21) day Return Period and, as the order invoiced during March, 2015, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss her concerns and assist in resolving the technical issues The customer declined this assistance and requested a partial refund which was denied We remain available to assist under the terms and conditions of Dell’s Limited Hardware Warranty and ask that she contact our representative at S*** for any further assistance she may need regarding this matter.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 contacted the customer regarding the issues described in his correspondenceDue to the out of warranty status of the system, our representative respectfully
denied the customer’s request for a replacement systemOur representative has processed a refund for the out of warranty repairs, which will be applied to the original form of paymentWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: The computer was shipped back to Dell over a week ago and has not been returnedDell has sent me a message that they received the computer and is in line to be fixedI am waiting to receive the repaired computer
Regards,
*** ***
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,
*** ***
Thank you for providing a copy of the customer’s submission. Dell representative, ***, is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintWe remain available to assist. Please have the customer
contact the representative by email at ***_**[email protected]
A Dell representative contacted *** *** and is working with him to achieve an amicable resolution for his concernsA replacement unit has been processedPlease have him contact our representative directly by e-mail at *** to confirm resolution
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. I am not satisfied with the response. Since my initial complaint a third computer was sent to me and I was charged a third time on my credit card. Again they refused to immediately credit that back to my card until the computer was sent back. One computer ordered and sent to me and charges to my card and hours spent on the phone and computer trying to resolve the issue. Very unsatisfactory. However, I do not want to spend any more time dealing with this issue and the charges have now been reversed on my credit card. I purchased my first Dell Computer in and many since. It is very sad to see what I considered to be a good company deteriorate to this point
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and, per the terms and conditions of the Dell Limited Warranty and the physical damage to the system, respectfully denied the
request to have the system repaired under warrantyAs a one-time good-will gesture, a discount was offered on out-of-warranty depot service, however; it was declinedOur representative remains available should the customer change his mindWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionMr*** order shipped on 7/8/and delivered on 7/11/Mr*** contacted Dell on July 14th to report the situation, at that time the customer was offered a discount to keep the monitorThe customer did several follow up calls to confirm the credit was applied which it has beenWe again are stating that Mr*** has the option to return the monitor for creditWe ask that Mr*** contact the representative by emailing ***@Dell.comAdvanced Resolution Group Incident *** 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 concernsAfter further review, our representative issued a depot repair, which was completed on June 29th,
Our representative also followwith Ms*** to confirm resolutionHer request for refund was respectfully deniedWe 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 email 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 have not received the full refundI'm yet to receive $which was paid using gift card
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr***-*** ***Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants compensationWe 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. Their order was being delayed due to product availability issuesFurthermore, our records indicate, order number *** was delivered on January 11, under FedEx Tracking number ***Please note, Dell does not provide compensation for down time, time spent resolving an issue, lost business or applications, as the warranty covers hardware components, which fail during use and does not include any provisions for compensation, apart from replacing hardware components covered under the terms of Dell’s Limited Hardware WarrantyTheir request for compensation was respectfully deniedShould Mr*** have any additional concerns regarding this case, he can reach out to our representative directly by e-mail at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell