Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe customer was offered the option of a $credit now or wait until August to see if the docking station is available for replacementThe customer purchased the docking station from a 3rd party so a return is not an optionThe custom chose to wait until the end of August if the docking station is still not available since the customer has provided us with a receipt we will refund the full amountThe customer has agreed to wait and contact the representative at the end of AugustIf the customer has any further question or concerns he may contact the representative by emailing ***@Dell.com Sincerely, Advanced Resolution Group ***
Thank you for providing a copy of the customer submission. A Dell representative, ***, 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 the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsThe representative worked with our order verification team to resolve this matterOur records show
that the credit for order# *** has been posted to the original form of payment, which should reflect on her next billing statementOur representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with communication and processing expectations for his Dell warranty We regret any miscommunication which may have occurred and appreciate the feedback
Dell’s international warranty provides support in geographical areas where Dell computers and support is available In this case, Mr*** has taken his computer to Jamaica, where the model computer he purchased in the U.Sis not available Since the date of the submission, a Dell representative has been assigned this case and has provided options to Mr*** to repair the computer, process an unlike exchange in Jamaica, or have Mr*** return the computer to the U.S., at his expense, and have a like exchange processed to be sent to a U.Saddress Our representative provided their contact information and will remain available to assist Mr*** to address this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 Mr*** ***Our representative, ***, has attempted to contact Mr***, however; Mr*** has not responded to multiple attempts. We regret any dissatisfaction
he may have experienced and *** remains available and may be contacted via email at ***@Dell.com
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 satisfactory to me.
I did just receive my refund check. Thank you
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants a replacement product of a higher price at no additional
costWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative explained the terms of sale and the Return PolicyPlease note that overview of the product clearly states the following: “The Philips Hue Lightstrip Plus 40inch extension can be connected easily to your existing Lightstrip Plus”In the interest of customer satisfaction, our representative offered a return; however, the customer declined our offerHis request for a replacement product of higher price at no additional cost was respectfully deniedWe remain ready to assist within the terms of sale and our other policiesShould Mr*** have any additional concerns regarding this case, he 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
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com, Dell representative, ***, is attempting again to reach the customer by phone and email; however to date the customer we have not been able to address his concernsPlease have the customer contact the representative by email at ***_***@Dell.com Sincerely Advanced
Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:I explained several times that the conditions imposed by *** are very difficult for me to fulfillI have endeavored to the best of my ability to make this work, and as previously explained, due to ***'s capricious handling of this matter, the opportunity to resolve the issue over my vacation, which was my anticipated resolution, was lostI have attempted to arrive at alternate arrangements by borrowing a different laptop but this laptop is currently awaiting repairIf Dell is interested in achieving resolution they can either offer local diagnosis and repair, or grant me the time needed to make satisfactory arrangements
Regards,
*** ***
Dear Revdex.com,
This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionIf the customer is willing to work within the terms and conditions of the hardware warranty we remain available to assist himPlease have the customer contact the representative by email at ***@Dell.com
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a replacement LCD for her laptop We regret any miscommunication which may have occurred and appreciate the
feedback Since the date of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, offered to process a Dell Repair Depot dispatch to replace her cracked LCD with a refurbished LCD display The customer indicated she had purchased the part from a third party Should the customer reconsider and want to accept the offer for assistance, we ask that she contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
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 recently contacted the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has supplied the customer a recovery USB key which he has received. 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
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 I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer due to the history of the system and the customers feedbackThe representative authorized a return and confirmed credit has postedWe remain available to assist the customer if needed and we ask that he contact the representative by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** 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, Our records indicate that Dell representative, Sajith will continue to be the customers’ point of contactThe representative is attempting to follow up with the customer in order to complete the reinstallation of the OSUntil this process is completed a final resolution cannot be determinedWe remain available to assist and ask that the customer contact the representative ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
A Dell representative is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submission We remain available to assist and ask that the customer contact the representative at ***@Dell.com
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,
*** *** *** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe customer was offered the option of a $credit now or wait until August to see if the docking station is available for replacementThe customer purchased the docking station from a 3rd party so a return is not an optionThe custom chose to wait until the end of August if the docking station is still not available since the customer has provided us with a receipt we will refund the full amountThe customer has agreed to wait and contact the representative at the end of AugustIf the customer has any further question or concerns he may contact the representative by emailing ***@Dell.com Sincerely, Advanced Resolution Group ***
Thank you for providing a copy of the customer submission. A Dell representative, ***, 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 the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsThe representative worked with our order verification team to resolve this matterOur records show
that the credit for order# *** has been posted to the original form of payment, which should reflect on her next billing statementOur representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with communication and processing expectations for his Dell warranty We regret any miscommunication which may have occurred and appreciate the feedback
Dell’s international warranty provides support in geographical areas where Dell computers and support is available In this case, Mr*** has taken his computer to Jamaica, where the model computer he purchased in the U.Sis not available Since the date of the submission, a Dell representative has been assigned this case and has provided options to Mr*** to repair the computer, process an unlike exchange in Jamaica, or have Mr*** return the computer to the U.S., at his expense, and have a like exchange processed to be sent to a U.Saddress Our representative provided their contact information and will remain available to assist Mr*** to address this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because:Problem still not resolved
Regards,
*** ***
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 Mr*** ***Our representative, ***, has attempted to contact Mr***, however; Mr*** has not responded to multiple attempts. We regret any dissatisfaction
he may have experienced and *** remains available and may be contacted via email at ***@Dell.com
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 satisfactory to me.
I did just receive my refund check. Thank you
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants a replacement product of a higher price at no additional
costWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative explained the terms of sale and the Return PolicyPlease note that overview of the product clearly states the following: “The Philips Hue Lightstrip Plus 40inch extension can be connected easily to your existing Lightstrip Plus”In the interest of customer satisfaction, our representative offered a return; however, the customer declined our offerHis request for a replacement product of higher price at no additional cost was respectfully deniedWe remain ready to assist within the terms of sale and our other policiesShould Mr*** have any additional concerns regarding this case, he 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
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com, Dell representative, ***, is attempting again to reach the customer by phone and email; however to date the customer we have not been able to address his concernsPlease have the customer contact the representative by email at ***_***@Dell.com Sincerely Advanced
Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:I explained several times that the conditions imposed by *** are very difficult for me to fulfillI have endeavored to the best of my ability to make this work, and as previously explained, due to ***'s capricious handling of this matter, the opportunity to resolve the issue over my vacation, which was my anticipated resolution, was lostI have attempted to arrive at alternate arrangements by borrowing a different laptop but this laptop is currently awaiting repairIf Dell is interested in achieving resolution they can either offer local diagnosis and repair, or grant me the time needed to make satisfactory arrangements
Regards,
*** ***
Dear Revdex.com,
This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionIf the customer is willing to work within the terms and conditions of the hardware warranty we remain available to assist himPlease have the customer contact the representative by email at ***@Dell.com
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a replacement LCD for her laptop We regret any miscommunication which may have occurred and appreciate the
feedback Since the date of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, offered to process a Dell Repair Depot dispatch to replace her cracked LCD with a refurbished LCD display The customer indicated she had purchased the part from a third party Should the customer reconsider and want to accept the offer for assistance, we ask that she contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
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 recently contacted the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has supplied the customer a recovery USB key which he has received. 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
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 I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer due to the history of the system and the customers feedbackThe representative authorized a return and confirmed credit has postedWe remain available to assist the customer if needed and we ask that he contact the representative by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** 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, Our records indicate that Dell representative, Sajith will continue to be the customers’ point of contactThe representative is attempting to follow up with the customer in order to complete the reinstallation of the OSUntil this process is completed a final resolution cannot be determinedWe remain available to assist and ask that the customer contact the representative ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
A Dell representative is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submission We remain available to assist and ask that the customer contact the representative at ***@Dell.com
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,
*** *** *** ***