Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. The customer has informed *** not to contact him anymore. Per the Purolator tracking info provided by the customer (***) the computers have not been returned to DellShould the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concerns and worked with the account verification department to resolve this matterOur records show that the
credit for order number *** has been posted to the original form 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is unsatisfactory to me but feel fighting a corporation of this size is no longer worth my timeThe compensation I received was pittyful for the amount of money I spentI will not be purchasing from this company again in the future.I would like to thank the Revdex.com for their serviceIt was an essential aid in gaining the attention of the company I was having issues withHad it not been for this service, I would still be on hold with the company in issue
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Per the terms and conditions of the sale, Dell provides days, starting when the order invoices, to notify Dell of any missing, wrong, or damaged portions of the purchaseOur
representative has been in contact with the customer and, as the order in question was invoiced on February 5, 2016, respectfully denied the request for a creditThe terms and condition of the sale can be viewed at: *** Sincerely, Advanced Resolution Group Incident ID:***
Dell, Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Cheryl N***Our representative has been in contact with the customer and our records indicate the system has been repaired and returned to the customer, who confirmed receiptSincerely, Advanced
Resolution Group Incident 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 issued a depot repair, which was completed on July
13th, Our representative also followwith Mr*** to confirm resolutionHis request for refund was respectfully deniedWe 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 email 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 *** ***A Dell representative recently spoke to MsBecker regarding her concernsShe has incompatible 3rd party printersAs a gesture of goodwill and in the interest of customer satisfaction, our representative provided technical assistanceHowever, due to the age of the printers, installation was unsuccessfulOur representative suggested purchasing a new compatible printerWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at ***, in case *** *** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:This message is in reference to my complaint #*** on dellI have been in contact with *** *** from Dell resolution and was sent a new laptop which was defective as well*** authorized a return and said he would process an immediate refundThe laptop was received last Thursday Dec and now *** is telling me I may need to wait up to days for a refundI am in dire need of a new system as this purchase has been a total nightmare for me now to think I have to wait up to days to be refunded seems unreasonable. I am also expecting a full refund and not be charged any shipping nor restocking fees as both systems I received were defective modelsPlease follow up on my behalf with *** *** to assure that this will be handled promptly and that this case can finally be closedThank you for all your help in having this problem brought to their attention and resolved*** *** complaint #***
Regards,
*** ***
Thank you again for providing
a copy of the customer’s submission. Dell representative,
*** ***, has been assigned to this case and has
initiated contact with Mr*** *** by phone and email; in their attempt to
work with the customer and bring this matter to a reasonable resolution. We ask
that the customer respond and work with ***. The representative can be reached directly by email at ***@Dell.com
Complaint: ***
I am rejecting this response because: Please read all of the following and respond completely to questions and concerns The replacement computer you referenced was delivered yesterday. Unfortunately, I did not have any notice that this computer was "selected" until after it was shipped. Nor did I receive a complete list of specs as I had requested in order to evaluate a potential replacement so as to compare it with the one I originally purchased Please send me that complete list of specs asap--if convenient, in a form easy to read and understand Fyi, I planned to begin setting up the computer today but there was a problem at the get-go: THERE IS NO WINDOWS DEFENDER ON THIS COMPUTER AND I WILL NOT TRANSFER MY FILES ETCUNTIL THE COMPUTER IS FULLY PROTECTEDPlease advise why that security is missing.was there some problem on the computer that necessitated it be removed?????? I also noticed that the touch pad does not have the separate sections to right or left click. IMPORTANT: Please also provide me with contact information for the warranty along with required documentation information so I lose no time in having issue(s) corrected--should that becomes necessary. Hopefully, within the next couple of days, with Windows Defender fully activated and operational, I can begin to set up the replacementI need a bit of time to get my info transferred and to transition over (plus I am scheduled to be away for a week). Once I have completed this process, and barring complications, I will very gladly return the old computer PLEASE NOTE: While I was emailed a prepaid return label, I do not have a printer so a duplicate needs to be mailedFurther, the original box is not in good enough condition to use so I will need another return box, as wellGiven my time table, it is not necessary to spend the extra $$ to overnight the new box and label.
Regards,
*** ***
Thank you for providing a copy of the customer submission. A Dell representative, ***n, has contacted the customer and is working with them to reach a reasonable resolution. The representative can be reached directly by email at ***@Dell.com
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell service and support and wants his computer repaired or a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell has a thirty (30) day Return Period and, as the order invoiced during December, 2014, a refund would not be an option Our records indicate the first call to Dell to report his request for a return was on January 21, 2015, at which time he was told he was outside of the return period and offered troubleshooting to determine the nature of his issue(s) which he declined The next calls logged were during March, 2015, at which time a service dispatch was processed There were no subsequent calls logged until February, 2016, after the customer’s one year warranty expired Out of fairness to Dell customers who purchase warranty extensions, Dell will not provide free warranty support as the customer requests Since the date of the original submission, a Dell representative contacted the customer and informed him that Dell would not offer a refund or provide out of warranty repairs at no charge and, for customer satisfaction reasons, offered a discount to the fee-based repairs which the customer declined We remain available to assist him via Dell’s fee-based Out of Warranty Repairs department should he want to purchase this service As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further; however no change will be made to the offered resolution.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Our records indicate that Dell representative *** followed up with the customer by email and phone messagesThe representative has arranged a pick up by the carrier no label is needed the carrier has the information due to the weight of the orderWhen is picked up and returned to Dell the credit will processPlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matterSincerely Advanced 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 concerns and explained the terms of sale
***
Our representative informed Mr*** that the order could not be processed at the price he requested due to a pricing errorFurthermore, as per Dell policy, we would be unable to reinstate the order at the incorrect pricePlease note that Dell makes every effort to avoid errors on the Dell website, as we fully understand the bad experience it can cause our customers and Dell. Sometimes an error may occur and for this reason, throughout Dell’s website, there is messaging, which indicates Dell reserves the right to cancel orders arising from pricing or other errors. Mr*** confirmed that a credit of $has been posted to the original form of paymentWe 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 Mr*** ***Our representative, ***, contacted Mr*** and Mr*** confirmed the issue has been resolvedWe regret any dissatisfaction Mr*** may have
experienced and *** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID:
Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response We regret any miscommunication which may have occurred and appreciate the feedback Dell records do not support the customer’s description of communication with our representative Our records indicate our representative offered a $refund concession by e-mail as a goodwill gesture on February 19, The following week, our representative sent another e-mail asking if the customer would like to accept the offer and indicated he was waiting on the customer’s response Dell will not be offering any additional concessions and no further attempt has been made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further; however no change will be made to the offered resolution.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Dell has failed to have any response as to why multiple representatives assured me the item was available and ready to ship not only at the time of the initial order but even week after the order a representative (who was under the impression my wife was putting in a new order) told my wife that the item was in fact available and ready to shipWhen I confronted the representative with the information the screen went blank and the responses came to a screeching haunt as if they knew they were lying to make a saleThis complaint isn't completely about the lengthy wait time for my item to be delivered its more targeted at the fact I was lied to my multiple representatives about the availabilityWhen I'm expecting an item to delivered because a company told me that its available and then it doesn't happen obviously I'm going to be upset but to tell me it's available and than spend hours of my time contacting different departments and different representatives to be told times, that's right different delivery dates in days that's when I start getting irateAs far as alternatives I was offered cameras that I specifically said that I wasn't interested in(DSLR to be exacted) I was looking for an advanced point and shootI spent hr and minutes on the phone with a customer care manager last night and went over roughly cameras as alternatives that dell lists on there websiteAnd of those not a single camera was in stock! Im not really sure why dell is an online retailer when no items are every usually in stockThere arwas 100s and 1000s of complaints just like this so obviously something is not right
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,
*** ***-***
Complaint: ***
I am rejecting this response because: Although I told *** to go and close out this case, it was only because I was able to get some compensation for my issues by proving that I was promised a Aliwenware Keyboard and mouseThere was no exchange what so everI am quite frankly appalled that he stated as such which and exchange means I was sent a replacement for something which is totally falseI would like for *** to acknowledge what was actually done then I would agree to close this case so that its a matter of public record
Regards,
John Crisp
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. The customer has informed *** not to contact him anymore. Per the Purolator tracking info provided by the customer (***) the computers have not been returned to DellShould the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concerns and worked with the account verification department to resolve this matterOur records show that the
credit for order number *** has been posted to the original form 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is unsatisfactory to me but feel fighting a corporation of this size is no longer worth my timeThe compensation I received was pittyful for the amount of money I spentI will not be purchasing from this company again in the future.I would like to thank the Revdex.com for their serviceIt was an essential aid in gaining the attention of the company I was having issues withHad it not been for this service, I would still be on hold with the company in issue
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Per the terms and conditions of the sale, Dell provides days, starting when the order invoices, to notify Dell of any missing, wrong, or damaged portions of the purchaseOur
representative has been in contact with the customer and, as the order in question was invoiced on February 5, 2016, respectfully denied the request for a creditThe terms and condition of the sale can be viewed at: *** Sincerely, Advanced Resolution Group Incident ID:***
Dell, Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Cheryl N***Our representative has been in contact with the customer and our records indicate the system has been repaired and returned to the customer, who confirmed receiptSincerely, Advanced
Resolution Group Incident 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 issued a depot repair, which was completed on July
13th, Our representative also followwith Mr*** to confirm resolutionHis request for refund was respectfully deniedWe 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 email 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 *** ***A Dell representative recently spoke to MsBecker regarding her concernsShe has incompatible 3rd party printersAs a gesture of goodwill and in the interest of customer satisfaction, our representative provided technical assistanceHowever, due to the age of the printers, installation was unsuccessfulOur representative suggested purchasing a new compatible printerWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at ***, in case *** *** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:This message is in reference to my complaint #*** on dellI have been in contact with *** *** from Dell resolution and was sent a new laptop which was defective as well*** authorized a return and said he would process an immediate refundThe laptop was received last Thursday Dec and now *** is telling me I may need to wait up to days for a refundI am in dire need of a new system as this purchase has been a total nightmare for me now to think I have to wait up to days to be refunded seems unreasonable. I am also expecting a full refund and not be charged any shipping nor restocking fees as both systems I received were defective modelsPlease follow up on my behalf with *** *** to assure that this will be handled promptly and that this case can finally be closedThank you for all your help in having this problem brought to their attention and resolved*** *** complaint #***
Regards,
*** ***
Thank you again for providing
a copy of the customer’s submission. Dell representative,
*** ***, has been assigned to this case and has
initiated contact with Mr*** *** by phone and email; in their attempt to
work with the customer and bring this matter to a reasonable resolution. We ask
that the customer respond and work with ***. The representative can be reached directly by email at ***@Dell.com
Complaint: ***
I am rejecting this response because: Please read all of the following and respond completely to questions and concerns The replacement computer you referenced was delivered yesterday. Unfortunately, I did not have any notice that this computer was "selected" until after it was shipped. Nor did I receive a complete list of specs as I had requested in order to evaluate a potential replacement so as to compare it with the one I originally purchased Please send me that complete list of specs asap--if convenient, in a form easy to read and understand Fyi, I planned to begin setting up the computer today but there was a problem at the get-go: THERE IS NO WINDOWS DEFENDER ON THIS COMPUTER AND I WILL NOT TRANSFER MY FILES ETCUNTIL THE COMPUTER IS FULLY PROTECTEDPlease advise why that security is missing.was there some problem on the computer that necessitated it be removed?????? I also noticed that the touch pad does not have the separate sections to right or left click. IMPORTANT: Please also provide me with contact information for the warranty along with required documentation information so I lose no time in having issue(s) corrected--should that becomes necessary. Hopefully, within the next couple of days, with Windows Defender fully activated and operational, I can begin to set up the replacementI need a bit of time to get my info transferred and to transition over (plus I am scheduled to be away for a week). Once I have completed this process, and barring complications, I will very gladly return the old computer PLEASE NOTE: While I was emailed a prepaid return label, I do not have a printer so a duplicate needs to be mailedFurther, the original box is not in good enough condition to use so I will need another return box, as wellGiven my time table, it is not necessary to spend the extra $$ to overnight the new box and label.
Regards,
*** ***
Thank you for providing a copy of the customer submission. A Dell representative, ***n, has contacted the customer and is working with them to reach a reasonable resolution. The representative can be reached directly by email at ***@Dell.com
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell service and support and wants his computer repaired or a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell has a thirty (30) day Return Period and, as the order invoiced during December, 2014, a refund would not be an option Our records indicate the first call to Dell to report his request for a return was on January 21, 2015, at which time he was told he was outside of the return period and offered troubleshooting to determine the nature of his issue(s) which he declined The next calls logged were during March, 2015, at which time a service dispatch was processed There were no subsequent calls logged until February, 2016, after the customer’s one year warranty expired Out of fairness to Dell customers who purchase warranty extensions, Dell will not provide free warranty support as the customer requests Since the date of the original submission, a Dell representative contacted the customer and informed him that Dell would not offer a refund or provide out of warranty repairs at no charge and, for customer satisfaction reasons, offered a discount to the fee-based repairs which the customer declined We remain available to assist him via Dell’s fee-based Out of Warranty Repairs department should he want to purchase this service As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further; however no change will be made to the offered resolution.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Our records indicate that Dell representative *** followed up with the customer by email and phone messagesThe representative has arranged a pick up by the carrier no label is needed the carrier has the information due to the weight of the orderWhen is picked up and returned to Dell the credit will processPlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matterSincerely Advanced 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 concerns and explained the terms of sale
***
Our representative informed Mr*** that the order could not be processed at the price he requested due to a pricing errorFurthermore, as per Dell policy, we would be unable to reinstate the order at the incorrect pricePlease note that Dell makes every effort to avoid errors on the Dell website, as we fully understand the bad experience it can cause our customers and Dell. Sometimes an error may occur and for this reason, throughout Dell’s website, there is messaging, which indicates Dell reserves the right to cancel orders arising from pricing or other errors. Mr*** confirmed that a credit of $has been posted to the original form of paymentWe 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
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and Mr*** confirmed the issue has been resolvedWe regret any dissatisfaction Mr*** may have
experienced and *** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID:
Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response We regret any miscommunication which may have occurred and appreciate the feedback Dell records do not support the customer’s description of communication with our representative Our records indicate our representative offered a $refund concession by e-mail as a goodwill gesture on February 19, The following week, our representative sent another e-mail asking if the customer would like to accept the offer and indicated he was waiting on the customer’s response Dell will not be offering any additional concessions and no further attempt has been made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further; however no change will be made to the offered resolution.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Dell has failed to have any response as to why multiple representatives assured me the item was available and ready to ship not only at the time of the initial order but even week after the order a representative (who was under the impression my wife was putting in a new order) told my wife that the item was in fact available and ready to shipWhen I confronted the representative with the information the screen went blank and the responses came to a screeching haunt as if they knew they were lying to make a saleThis complaint isn't completely about the lengthy wait time for my item to be delivered its more targeted at the fact I was lied to my multiple representatives about the availabilityWhen I'm expecting an item to delivered because a company told me that its available and then it doesn't happen obviously I'm going to be upset but to tell me it's available and than spend hours of my time contacting different departments and different representatives to be told times, that's right different delivery dates in days that's when I start getting irateAs far as alternatives I was offered cameras that I specifically said that I wasn't interested in(DSLR to be exacted) I was looking for an advanced point and shootI spent hr and minutes on the phone with a customer care manager last night and went over roughly cameras as alternatives that dell lists on there websiteAnd of those not a single camera was in stock! Im not really sure why dell is an online retailer when no items are every usually in stockThere arwas 100s and 1000s of complaints just like this so obviously something is not right
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,
*** ***-***
Complaint: ***
I am rejecting this response because: Although I told *** to go and close out this case, it was only because I was able to get some compensation for my issues by proving that I was promised a Aliwenware Keyboard and mouseThere was no exchange what so everI am quite frankly appalled that he stated as such which and exchange means I was sent a replacement for something which is totally falseI would like for *** to acknowledge what was actually done then I would agree to close this case so that its a matter of public record
Regards,
John Crisp