Complaint: ***
I am rejecting this response because:A Dell technical support person named *** worked on my computer for more than hours on Thursday 01/04/Then on Monday 01/08/18, the computer repeated the previous behavior of shutting down unexpectedly, this time while in useFor this reason, I do not consider the issue resolvedNow I expect that I will have to dedicate even more time to fixing this device, which is not a reasonable expectation for the purchaserI really shouldn't be pouring hours of time into just fixing the computer so that it fulfills the basic function of staying onI am not satisfied. I appears that the other issues are resolved: I can play DVD's and the sound does not have distortionOf course, it's still been less than a week, so we'll see.
Regards,
*** ***
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 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
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 confirmed both credits have processed in fullThe representative conferenced the customer with a Dell Financial RepresentativeDue to privacy issues the representative could not be on the line when the customer spoke with the Dell Financial representativeWe remain available to assist the customerThe customer may contact the representative by email at ***@Dell.com
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
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. *** has fulfilled a new order for the customer. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Today’s Date: 03/09/2016 Dear Revdex.com, Than* you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceAt this time the agent continues to wor* with the customerWe than* the customer for their time and patience during this processThe customer may also contact the representative at ***_*@Dell.com . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and confirmed the replacement system has been receivedWe regret any dissatisfaction Mr*** may have experienced and
appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***_***@Dell.com. Sincerely,Advanced Resolution GroupIncident 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 full refund for the repair charge of $The representative respectfully denied the customer’s request for compensation for time spentPlease 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
Today’s Date: 08/10/2015 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceThe customer states they were charged for a mouse and the system arrived with the incorrect processorAt this time the agent has processed the return, credit, and discountWe thank the customer for their time and patience during this processThe customer may also contact the representative at *** should they have any questions or concerns. 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
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
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 reported to *** her issue has been resolved. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
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 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,
*** ***
Please see the attached response.Dear Madam or Sir: We are in receipt of a complaint from *** *** originally addressed to the RevDex.comThe complaint was originally sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on February
3, 2017. In the complaint Mr*** states the following: ? Dell refuses service on his purchase stating he is not the owner, despite the fact that he purchased the computer in his name with his Dell account. Please note that both Dell and DFS have searched for a purchase and an account using the information provided by Mr*** through your office and have determined that there are no records matching this informationA Dell representative previously tried to reach Mr*** by phone and email in order to discuss this matter however was unsuccessful in reaching him. If Mr*** has evidence that he made the purchase he alludes to he may contact DFS Support at ###-###-#### and they will assist in transferring the purchase to his name. Please understand that standard warranties on refurbished purchases are days from the date of purchase. We hope this letter helps explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Although I do not find it satisfactory to me, I do not think that Dell will ever acknowledge one of the two parts of my complaintTheir representative has never acknowledged that Dell sent me a laptop that is missing a feature I need for my work(Every Dell computer I have owned to this point has had this feature, so it came as a huge surprise that the new laptop would not have this feature.) The missing feature was not discovered until I received the docking station a month later, at which point I deployed the system immediatelyBy then, however, days had passed since receiving the laptopIt is poor customer service to send parts of a system so many days apart and also to start the 30-day clock before the entire system has been received by the customerIt is even worse customer service to tell the customer that she has no reason to return the laptop when the customer has clearly stated the reason to return it. Nonetheless, it has become obvious that Dell refuses to acknowledge my legitimate complaint, so I have no option but to pay the restocking fee
Regards,
*** ***
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
Complaint: ***
I am rejecting this response because: This is getting more ridiculous as time goes byThey say it needed to be returned within dayWell the issue occurred after the day period and was still under warranty for one year after purchase dateAfter several attempts by Dell, such as phone help, sending computer in for repair, and a service technician coming to our home, the issue still remainsand as far as them telling me to contact their "out of warranty" department should not be an issue as we were assured the case would NOT be closed until the issue was resolvedTo send the computer to one of their repair stations, as stated before is unacceptable as I'm sure they will fabricate a new issue, in which case we would be charged for repairthis decision was came to as Dell has LIED to us several times and therefore we do not trust their repair options. As stated in earlier correspondence I feel this computer is a LEMON AND Dell SHOULD BE RESPONSIBLE FOR REPLACEMENT OR REFUND as any and all of their attempts to resolve this issue have FAILEDI really hope the fair and right decision can be made here. P.SI feel this is being dragged out for too, too long. Thank You, ***
Regards,
*** ***
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,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell has offered to replace the system under the terms of her warranty with a refurbished or the customer has the option to send the system to the depotFollow up calls to the customer were not returnedAt this time Dell considers this complaint closedIf the customer wishes to move forward with the exchange she may contact the assign resolver or the frontline support line at ###-###-####We suggest the customer review the terms of the hardware warranty
***
If the customer has any further questions he may contact the representative by emailing ***@Dell.com
Sincerely,
Advanced Resolution Group
***
Dell Inc
Complaint: ***
I am rejecting this response because:A Dell technical support person named *** worked on my computer for more than hours on Thursday 01/04/Then on Monday 01/08/18, the computer repeated the previous behavior of shutting down unexpectedly, this time while in useFor this reason, I do not consider the issue resolvedNow I expect that I will have to dedicate even more time to fixing this device, which is not a reasonable expectation for the purchaserI really shouldn't be pouring hours of time into just fixing the computer so that it fulfills the basic function of staying onI am not satisfied. I appears that the other issues are resolved: I can play DVD's and the sound does not have distortionOf course, it's still been less than a week, so we'll see.
Regards,
*** ***
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 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
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 confirmed both credits have processed in fullThe representative conferenced the customer with a Dell Financial RepresentativeDue to privacy issues the representative could not be on the line when the customer spoke with the Dell Financial representativeWe remain available to assist the customerThe customer may contact the representative by email at ***@Dell.com
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
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. *** has fulfilled a new order for the customer. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Today’s Date: 03/09/2016 Dear Revdex.com, Than* you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceAt this time the agent continues to wor* with the customerWe than* the customer for their time and patience during this processThe customer may also contact the representative at ***_*@Dell.com . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and confirmed the replacement system has been receivedWe regret any dissatisfaction Mr*** may have experienced and
appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***_***@Dell.com. Sincerely,Advanced Resolution GroupIncident 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 full refund for the repair charge of $The representative respectfully denied the customer’s request for compensation for time spentPlease 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
Today’s Date: 08/10/2015 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceThe customer states they were charged for a mouse and the system arrived with the incorrect processorAt this time the agent has processed the return, credit, and discountWe thank the customer for their time and patience during this processThe customer may also contact the representative at *** should they have any questions or concerns. 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
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
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 reported to *** her issue has been resolved. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
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 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,
*** ***
Please see the attached response.Dear Madam or Sir: We are in receipt of a complaint from *** *** originally addressed to the RevDex.comThe complaint was originally sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on February
3, 2017. In the complaint Mr*** states the following: ? Dell refuses service on his purchase stating he is not the owner, despite the fact that he purchased the computer in his name with his Dell account. Please note that both Dell and DFS have searched for a purchase and an account using the information provided by Mr*** through your office and have determined that there are no records matching this informationA Dell representative previously tried to reach Mr*** by phone and email in order to discuss this matter however was unsuccessful in reaching him. If Mr*** has evidence that he made the purchase he alludes to he may contact DFS Support at ###-###-#### and they will assist in transferring the purchase to his name. Please understand that standard warranties on refurbished purchases are days from the date of purchase. We hope this letter helps explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Although I do not find it satisfactory to me, I do not think that Dell will ever acknowledge one of the two parts of my complaintTheir representative has never acknowledged that Dell sent me a laptop that is missing a feature I need for my work(Every Dell computer I have owned to this point has had this feature, so it came as a huge surprise that the new laptop would not have this feature.) The missing feature was not discovered until I received the docking station a month later, at which point I deployed the system immediatelyBy then, however, days had passed since receiving the laptopIt is poor customer service to send parts of a system so many days apart and also to start the 30-day clock before the entire system has been received by the customerIt is even worse customer service to tell the customer that she has no reason to return the laptop when the customer has clearly stated the reason to return it. Nonetheless, it has become obvious that Dell refuses to acknowledge my legitimate complaint, so I have no option but to pay the restocking fee
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
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
Complaint: ***
I am rejecting this response because: This is getting more ridiculous as time goes byThey say it needed to be returned within dayWell the issue occurred after the day period and was still under warranty for one year after purchase dateAfter several attempts by Dell, such as phone help, sending computer in for repair, and a service technician coming to our home, the issue still remainsand as far as them telling me to contact their "out of warranty" department should not be an issue as we were assured the case would NOT be closed until the issue was resolvedTo send the computer to one of their repair stations, as stated before is unacceptable as I'm sure they will fabricate a new issue, in which case we would be charged for repairthis decision was came to as Dell has LIED to us several times and therefore we do not trust their repair options. As stated in earlier correspondence I feel this computer is a LEMON AND Dell SHOULD BE RESPONSIBLE FOR REPLACEMENT OR REFUND as any and all of their attempts to resolve this issue have FAILEDI really hope the fair and right decision can be made here. P.SI feel this is being dragged out for too, too long. Thank You, ***
Regards,
*** ***
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,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell has offered to replace the system under the terms of her warranty with a refurbished or the customer has the option to send the system to the depotFollow up calls to the customer were not returnedAt this time Dell considers this complaint closedIf the customer wishes to move forward with the exchange she may contact the assign resolver or the frontline support line at ###-###-####We suggest the customer review the terms of the hardware warranty
***
If the customer has any further questions he may contact the representative by emailing ***@Dell.com
Sincerely,
Advanced Resolution Group
***
Dell Inc