Dear Revdex.com,
Our records indicate that Dell representative *** has been in contact with the customer in regards to this situationThe representative has confirmed the collection agency has been notified to stop any further actionIt takes to days for credit bureaus to update their systemsPlease 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:After I agreed to the replacement computer Dell identified, I received an email directly to me (and to the Revdex.com), in which there appears to be some ambiguity as to the warranty protection for that replacementI was originally told there would be a full day warranty--then it seemed to be withdrawn or at the very least the verbiage became vague and unclearToday's email from *** *** seems to refer me to the "Out of Warranty Department" for further problemsWhat is he talking about??????? NOTHING IS OUT OF WARRANTY--My computer has not yet been repaired so Dell has repeatedly stated it would be repaired (or replaced) regardless of the time frame SINCE THE PROBLEMS WERE REPORTED WITHIN THE WARRANTY PERIOD and, should the replacement process proceed, that computer, too, would be IN WARRANTY for some period of timePlease clearly and simply state the term of the included warranty covering the discussed replacementIf it is months, this matter can finally be resolved, BUT if it is only days, I want to know whyI was told by two different Dell employees in Dell's outlet that "ALL REFURBISHED COMPUTERS INCLUDE A MONTH WARRANTY WITH THE OPTION OF PURCHASING AN EXTENDED WARRANTY." To arbitrarily exempt the [my] proposed replacement appears hokey, somewhat discriminatory and might I even say, "fraudulent."If necessary, please forward this matter to an executive at Dell who has the authority and the interest in protecting Dell's (former) "good name" by making good on policy as reported by two of Dell's employees.Kindly address my questions directly and completely.Thank you
Regards,
*** ***
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
Complaint: ***
I Provided my order number and ***@dell.com contacted me and said they wouldemail me my gift card was order has shippedI contacted fedx and the package they received from Dell was empty and I haven't recieved anything from dellIt's been weeks and I called today and was advised my order was approved but the rep would not provide me a order number or allow me to speak with a managerI have provided a copy of my receipt
I am rejecting this response because:
Regards,
*** ***
Today’s Date: 08/04/2015 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 technical concerns with her Dell systemAt this time the agent has contacted the customer and offered to troubleshoot the matterThe customer has declined troubleshooting and requests only a refund or a new unitThe unit was purchased in April 2012 and a refund is not possible, additionally Dell must troubleshoot the system first in order to determine where the issue is centered around. According to the terms and conditions of the Dell warranty, troubleshooting must first be performed to determine a root cause be it software or hardwareThe customer may read the terms and conditions from the link provided*** "Upon contacting Dell, you will be required to engage in a remote diagnosis session to help determine the cause of your issueRemote diagnosis may involve customer access to the inside of the product and multiple or extended sessions." We thank the customer for their time and patience during this processThe customer may contact the representative at ***@Dell.com should they reconsider troubleshooting the system in order to work towards an amicable resolution. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission. Mr*** expressed dissatisfaction with Dell service and support and wants his computer repaired, replaced, or a refundDell has a thirty (30) day return period and, as the order invoiced on September
16, 2016, a return for a refund would not be an optionDell records indicate there were no calls logged under Mr***’s Dell account until September 17, 2017, after his one year warranty expiredOur representatives attempted to assist him with his software issues and set up a follcallAttempts were logged to follow up with Mr*** by phone and e-mail on September 18th, 19th, and 20thThe case was closed after no response to the follow up contact attemptsOut of fairness to Dell customers who purchase warranty extensions, Dell will not be offering to provide free out of warranty support in this matterSince the date of this submission, a Dell representative contacted Mr*** to discuss his concernsOur representative offered assistance via Dell’s fee-based support which Mr*** declinedShould he reconsider, we remain available to assist via Dell’s fee-based software or out of warranty repair representatives should he want to purchase this service. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Today’s Date: 06/24/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceAt this
time the agent completed processing the customers credit. The refund has posted but is pending customer confirmationWe thank 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
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 the Dell
representative; *** was instrumental in assisting the customer in receiving a refund for the promotional TV returned to Dell. The credit amount $was credited back to the customer’s MasterCard. We certainly do apologize for any miscommunication or misunderstandings there may have been regarding this purchase. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***
I am rejecting this response because:
They(Dell and tech support) are unwilling to help with this matter, they(Dell and tech support) are not willing to send a technician out to my residence to see what the computer needs (and the technician is local here and has been to my house when they replaced the motherboard and graphics card that didn't fix it), we (my son and I) have already told them (Dell and tech support) that it needs the Windows program or CD because the one that Dell has put on there says it is not authenticThey(Dell and tech support) are unwilling to send the program so we can reinstall itThey(Dell and tech support) are unwilling to have the tower shipped to a tech support center because they(Dell and tech support) say they(Dell and tech support) do not have oneWe (my son and I both at different times) have sat on the phone with them(Dell and tech support) for hours and hours trying to go over trial and error things that still did not fix the problemSo for them(Dell and tech support) to say that we (my don and I) are not doing all that we (my son and I) can do is crazyWe (my son and I) have done ALL that WE (my son and I) can to fix this problem (and not gotten paid for it they have) so now it is time for them to do ALL that they can to fix the problemsThey get paid for the time and effort, so they(Dell and tech support) need to do their (Dell and tech support's) job and take care of the customer and product instead of the other way aroundWhat ever happened to customer satisfaction? They (Dell and tech support) are unwilling to do this as you(Revdex.com) can seeSo no matter what they (Dell and tech support) say, they (Dell and tech support) are not wanting to do all they (Dell and tech support) can to help solve the problem
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
Regards,
*** ***After providing you a copy of the email that stated I could get a refund check for the (was copy of live chat from your website with salesperson) I was told you could do nothingGiving upI kept calling to use my gift card before it expiredThe gift card had balanceYour salesperson called me the day before it expired with a new gift cardHaving no choiceI spent it(so you could not scam me for the 700.00) Then, I was called days after gift card should have expiredNow you where willing to help meBad businessIf I had to guessI spent over hours on the phone trying to get this resolved. Revdex.com, If you would like more detailsI will be happy to provide them
Today’s Date: 03/02/2017Dear 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
continued technical concerns with their Dell systemAt this time the agent has confirmed with the customer the technical concerns have been addressedDell 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 remaining questions about the matter.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 Per Mr***’s RevDex.com letter submission, he shares he had purchased his Dell XPS notebook computer from ***; therefore a refund of his purchase price is not an option since the purchase was not direct with Dell. Our records indicate the customer has had some technical problems with his notebook computer, which Dell has supported and repaired the system per the Terms and Conditions of the system hardware warranty. Most recently the customer was waiting on LCD hinges to be replaced and unfortunately they were on back-order. The part availability updates from our parts vendor had changed a few times which is out of Dell’s control. During this time the customer had requested to speak with a number of different departments in the hope to expedite the repair if possible or request a system exchange. Since the part was still on back-order a Care representative informed the customer they would check to see if an exception could be approved to exchange the system because the part, during that conversation, was still on back-order. It was during this time when Tech support received the hinges and the customer accepted the service call and has reported to our representatives the system is working now. When *** responded to the Revdex.com escalation, he had called the customer to confirm the system is working well. During this call the customer asked if the system could be exchange and *** informed the customer the system has been repaired per the Terms and Conditions of the hardware warranty, therefore a used system exchange is not required. We certainly do apologize for the part being on back-order and for any frustration this matter may have caused our customer. We appreciate the customer’s input regarding this repair transaction and for the Revdex.com bringing the matter to our attention. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
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 the Dell representative; *** has been instrumental in assisting the customer in receiving a new system exchange. The customer has since received the system and we await the return of the original system back to Dell. We certainly do apologize for any inconvenience this matter may have caused *** ***. Please have the customer contact our representative directly by email at *** if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Today’s Date: 12/08/2015 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 correspondenceWe
thank the customer for their time and patience during this processThe customer may also contact the representative at *** . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedpolicy“ As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced computer once the promotion has ended”The representative explained the order did not get processedIf the customer has any further concerns we request they email the representative at ***@Dell.com Sincerely 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. *** informed the customer there was a pricing error and now the item she wanted to order is no longer in stock. The customer was not charged. 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our records indicate the order, placed on 7/14/2017, was eligible for only a $gift card, which has been sent to the customerOur representative has been in contact with the
customer and, as a onetime goodwill gesture, offered a credit on the original order, however; Mr*** has not responded to subsequent contact attemptsWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedOur represent remains available to assistSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Complaint: ***
I am rejecting this response because:i told *** to go ahead with the specifications I was given over two weeks ago, and I have sent them emails and left messages at the number I was provided and they still have not gotten back to me with an order number or an estimated time of arrival, my school starts in two weeks and I absolutely NEED the laptop before then
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Customer expressed dissatisfaction with Dell service and support and wants a refund for order number ***We regret any
dissatisfaction they may have experienced and appreciate the feedbackDell records indicate the credit is being processedSince the date of the submission, a Dell representative contacted the customer to discuss their concerns; 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 directly by e-mail at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced with a new computer We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Per the terms and conditions of Dell’s Limited Hardware Warranty, systems which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative offered support consistent with Dell’s warranty, including performing diagnostics and setting up a certified refurbished exchange if necessary The customer declined the assistance and requested a new computer, which our representative denied We remain ready to assist the customer within the terms of the warranty and our other policies Should the customer reconsider, we ask that he contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Our records indicate that Dell representative *** has been in contact with the customer in regards to this situationThe representative has confirmed the collection agency has been notified to stop any further actionIt takes to days for credit bureaus to update their systemsPlease 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:After I agreed to the replacement computer Dell identified, I received an email directly to me (and to the Revdex.com), in which there appears to be some ambiguity as to the warranty protection for that replacementI was originally told there would be a full day warranty--then it seemed to be withdrawn or at the very least the verbiage became vague and unclearToday's email from *** *** seems to refer me to the "Out of Warranty Department" for further problemsWhat is he talking about??????? NOTHING IS OUT OF WARRANTY--My computer has not yet been repaired so Dell has repeatedly stated it would be repaired (or replaced) regardless of the time frame SINCE THE PROBLEMS WERE REPORTED WITHIN THE WARRANTY PERIOD and, should the replacement process proceed, that computer, too, would be IN WARRANTY for some period of timePlease clearly and simply state the term of the included warranty covering the discussed replacementIf it is months, this matter can finally be resolved, BUT if it is only days, I want to know whyI was told by two different Dell employees in Dell's outlet that "ALL REFURBISHED COMPUTERS INCLUDE A MONTH WARRANTY WITH THE OPTION OF PURCHASING AN EXTENDED WARRANTY." To arbitrarily exempt the [my] proposed replacement appears hokey, somewhat discriminatory and might I even say, "fraudulent."If necessary, please forward this matter to an executive at Dell who has the authority and the interest in protecting Dell's (former) "good name" by making good on policy as reported by two of Dell's employees.Kindly address my questions directly and completely.Thank you
Regards,
*** ***
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
Complaint: ***
I Provided my order number and ***@dell.com contacted me and said they wouldemail me my gift card was order has shippedI contacted fedx and the package they received from Dell was empty and I haven't recieved anything from dellIt's been weeks and I called today and was advised my order was approved but the rep would not provide me a order number or allow me to speak with a managerI have provided a copy of my receipt
I am rejecting this response because:
Regards,
*** ***
Today’s Date: 08/04/2015 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 technical concerns with her Dell systemAt this time the agent has contacted the customer and offered to troubleshoot the matterThe customer has declined troubleshooting and requests only a refund or a new unitThe unit was purchased in April 2012 and a refund is not possible, additionally Dell must troubleshoot the system first in order to determine where the issue is centered around. According to the terms and conditions of the Dell warranty, troubleshooting must first be performed to determine a root cause be it software or hardwareThe customer may read the terms and conditions from the link provided*** "Upon contacting Dell, you will be required to engage in a remote diagnosis session to help determine the cause of your issueRemote diagnosis may involve customer access to the inside of the product and multiple or extended sessions." We thank the customer for their time and patience during this processThe customer may contact the representative at ***@Dell.com should they reconsider troubleshooting the system in order to work towards an amicable resolution. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission. Mr*** expressed dissatisfaction with Dell service and support and wants his computer repaired, replaced, or a refundDell has a thirty (30) day return period and, as the order invoiced on September
16, 2016, a return for a refund would not be an optionDell records indicate there were no calls logged under Mr***’s Dell account until September 17, 2017, after his one year warranty expiredOur representatives attempted to assist him with his software issues and set up a follcallAttempts were logged to follow up with Mr*** by phone and e-mail on September 18th, 19th, and 20thThe case was closed after no response to the follow up contact attemptsOut of fairness to Dell customers who purchase warranty extensions, Dell will not be offering to provide free out of warranty support in this matterSince the date of this submission, a Dell representative contacted Mr*** to discuss his concernsOur representative offered assistance via Dell’s fee-based support which Mr*** declinedShould he reconsider, we remain available to assist via Dell’s fee-based software or out of warranty repair representatives should he want to purchase this service. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Today’s Date: 06/24/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceAt this
time the agent completed processing the customers credit. The refund has posted but is pending customer confirmationWe thank 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
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 the Dell
representative; *** was instrumental in assisting the customer in receiving a refund for the promotional TV returned to Dell. The credit amount $was credited back to the customer’s MasterCard. We certainly do apologize for any miscommunication or misunderstandings there may have been regarding this purchase. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***
I am rejecting this response because:
They(Dell and tech support) are unwilling to help with this matter, they(Dell and tech support) are not willing to send a technician out to my residence to see what the computer needs (and the technician is local here and has been to my house when they replaced the motherboard and graphics card that didn't fix it), we (my son and I) have already told them (Dell and tech support) that it needs the Windows program or CD because the one that Dell has put on there says it is not authenticThey(Dell and tech support) are unwilling to send the program so we can reinstall itThey(Dell and tech support) are unwilling to have the tower shipped to a tech support center because they(Dell and tech support) say they(Dell and tech support) do not have oneWe (my son and I both at different times) have sat on the phone with them(Dell and tech support) for hours and hours trying to go over trial and error things that still did not fix the problemSo for them(Dell and tech support) to say that we (my don and I) are not doing all that we (my son and I) can do is crazyWe (my son and I) have done ALL that WE (my son and I) can to fix this problem (and not gotten paid for it they have) so now it is time for them to do ALL that they can to fix the problemsThey get paid for the time and effort, so they(Dell and tech support) need to do their (Dell and tech support's) job and take care of the customer and product instead of the other way aroundWhat ever happened to customer satisfaction? They (Dell and tech support) are unwilling to do this as you(Revdex.com) can seeSo no matter what they (Dell and tech support) say, they (Dell and tech support) are not wanting to do all they (Dell and tech support) can to help solve the problem
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
Regards,
*** ***After providing you a copy of the email that stated I could get a refund check for the (was copy of live chat from your website with salesperson) I was told you could do nothingGiving upI kept calling to use my gift card before it expiredThe gift card had balanceYour salesperson called me the day before it expired with a new gift cardHaving no choiceI spent it(so you could not scam me for the 700.00) Then, I was called days after gift card should have expiredNow you where willing to help meBad businessIf I had to guessI spent over hours on the phone trying to get this resolved. Revdex.com, If you would like more detailsI will be happy to provide them
Today’s Date: 03/02/2017Dear 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
continued technical concerns with their Dell systemAt this time the agent has confirmed with the customer the technical concerns have been addressedDell 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 remaining questions about the matter.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 Per Mr***’s RevDex.com letter submission, he shares he had purchased his Dell XPS notebook computer from ***; therefore a refund of his purchase price is not an option since the purchase was not direct with Dell. Our records indicate the customer has had some technical problems with his notebook computer, which Dell has supported and repaired the system per the Terms and Conditions of the system hardware warranty. Most recently the customer was waiting on LCD hinges to be replaced and unfortunately they were on back-order. The part availability updates from our parts vendor had changed a few times which is out of Dell’s control. During this time the customer had requested to speak with a number of different departments in the hope to expedite the repair if possible or request a system exchange. Since the part was still on back-order a Care representative informed the customer they would check to see if an exception could be approved to exchange the system because the part, during that conversation, was still on back-order. It was during this time when Tech support received the hinges and the customer accepted the service call and has reported to our representatives the system is working now. When *** responded to the Revdex.com escalation, he had called the customer to confirm the system is working well. During this call the customer asked if the system could be exchange and *** informed the customer the system has been repaired per the Terms and Conditions of the hardware warranty, therefore a used system exchange is not required. We certainly do apologize for the part being on back-order and for any frustration this matter may have caused our customer. We appreciate the customer’s input regarding this repair transaction and for the Revdex.com bringing the matter to our attention. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
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 the Dell representative; *** has been instrumental in assisting the customer in receiving a new system exchange. The customer has since received the system and we await the return of the original system back to Dell. We certainly do apologize for any inconvenience this matter may have caused *** ***. Please have the customer contact our representative directly by email at *** if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Today’s Date: 12/08/2015 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 correspondenceWe
thank the customer for their time and patience during this processThe customer may also contact the representative at *** . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedpolicy“ As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced computer once the promotion has ended”The representative explained the order did not get processedIf the customer has any further concerns we request they email the representative at ***@Dell.com Sincerely 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. *** informed the customer there was a pricing error and now the item she wanted to order is no longer in stock. The customer was not charged. 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our records indicate the order, placed on 7/14/2017, was eligible for only a $gift card, which has been sent to the customerOur representative has been in contact with the
customer and, as a onetime goodwill gesture, offered a credit on the original order, however; Mr*** has not responded to subsequent contact attemptsWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedOur represent remains available to assistSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Complaint: ***
I am rejecting this response because:i told *** to go ahead with the specifications I was given over two weeks ago, and I have sent them emails and left messages at the number I was provided and they still have not gotten back to me with an order number or an estimated time of arrival, my school starts in two weeks and I absolutely NEED the laptop before then
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Customer expressed dissatisfaction with Dell service and support and wants a refund for order number ***We regret any
dissatisfaction they may have experienced and appreciate the feedbackDell records indicate the credit is being processedSince the date of the submission, a Dell representative contacted the customer to discuss their concerns; 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 directly by e-mail at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced with a new computer We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Per the terms and conditions of Dell’s Limited Hardware Warranty, systems which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative offered support consistent with Dell’s warranty, including performing diagnostics and setting up a certified refurbished exchange if necessary The customer declined the assistance and requested a new computer, which our representative denied We remain ready to assist the customer within the terms of the warranty and our other policies Should the customer reconsider, we ask that he contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc