Dear Revdex.com, Thank you for providing a copy of the customer’s submissionA Dell representative authorized an exchange and Dell records indicate it has been deliveredShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting
www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID: *** Dell
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 was very impressed that I was contacted by Dell within hours of having made the complaintIt took about weeks to get the complete refund which was longer than I would have liked but the Dell rep kept me updated throughout the process
Regards,
*** ***
Today’s Date: 10/12/2015 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 correspondenceAt this
time the amount of $ was credited to the original mode of payment on credit reference # ***We thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should there remain any questions or concerns. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:
Hello I have now realized just how poor customer service is at Dell where they once were very good they know basically don't care Even though the warranty is out I have previous problems with this printerAnd the resolution was actually insulting I will therefore NEVER purchase a Dell product and I will also advice my friends not to buy any products based on my past experience with them I want to thank the Revdex.com for their attempts at helping me I would also like this forwarded to their Corp headquarters so they can understand why they have a decline in sales
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund 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 discuss their concerns Dell records indicate the customer’s account has been refunded in full The customer may contact our representative at ***_***@Dell.com for any further assistance they may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsPlease note that a return has been processedOur records show that the credit has been posted to
the original form of paymentOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via 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, 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 submissionA 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 informed the customer if he wants to cancel any order the customer needs to contact him with the details. 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 GroupIncident ID# ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I was informed that it would take 10-days for the refund to appear on my accountToday it has not yet been processed so I will wait the days before confirming the issue is completely resolvedI did speak with a Dell representative that told me would be credited back to my account, however in my several recent interactions, I was told one thing and something different occurredforgive my skepticism.
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAs a gesture of goodwill, our representative processed a return for order# *** and a partial
account creditOur records show that the credits have been posted to the original form of payment, which should reflect on her next billing statementWe 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 providing a copy of the customer’s follow up submission Mr** *** expressed dissatisfaction with the refund provided Since the date of the follow up submission, a Dell representative contacted Mr** *** and subsequently verified that the refund has been completed regarding gift cards used for the order Our representative provided contact information and will remain available should Mr** *** need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 submissionDell does understand the disappointment the customer must have felt opening a gift that was damaged inside but as explained the order was in the customers’ possession for over monthsNo visible damage was seen to the box when delivered or the customer would have contacted Dell immediatelyThe packing slip on the outside of the box also mentions Dells return period and it would be unreasonable to ask any company to allow a return after monthsDell position will remain the same and no further changes will be madeSincerely, Advanced Resolution Group INC# *** 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 concernsOur records show that Mr*** had disputed the charge with his bank for order# ***
Furthermore, he has already received the credit from his bank and considers this matter resolvedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at***@Dell.com, in case Mr*** has any further questions 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 Our records indicate
Dell representative; *** has confirmed with the customer he has disputed the charge with his American Express Card company. Mr*** says he has been credited in full for this failed sales transaction. *** has been instrumental in working on the backend of this transaction to make certain the matter has been addressed with finality for the customer. *** sent an email to the customer confirming this matter is resolved. We certainly apologize for any frustration or disappointment this matter may have been for our customer. We appreciate the Revdex.com and the customer for 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
Complaint: ***
I am rejecting this response because:As I claimed in my earlier email, I already sent my laptop twice and I am not willing to do it againPlease let me know if the business is willing to help me out other than sending my laptop to the service center again
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customer purchased mail in service as his type of warranty due to this his option is to send the system in for diagnosis and repairDell warranty explains the terms and conditions and providing a loaner system is not an optionWhen the customer is ready to troubleshoot why the system is running slow which could be a software issue not hardwareAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer decided to move forward with troubleshootingWe ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com,This case has been assigned to Global Escalation Management (GEM) for resolutionA Dell representative will contact Mr*** *** and work with him to resolve his issues as reported in the complaintSincerely,Dell Advanced Resolution Team
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 or a refund We regret any dissatisfaction he may have experienced and appreciate
the feedback provided Dell has a thirty (30) day Return Period and, as the order invoiced during 2015, a refund would not be an option Per the terms and conditions of Dell’s Limited Hardware Warranty, to distinguish between software and hardware problems and determine whether and what part dispatches might be necessary, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering warranty service Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist in resolving the technical issues The customer declined this assistance and requested a new computer or a refund which our representative denied We remain available to assist the customer under the terms and conditions of the warranty and 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
Complaint: ***
I am rejecting this response because:
Dell says that refund has been processed, However, I have constantly reminded them that I don't see the refunds applied to my account or the gift cards that were due to sent via direct email. Please fix this ASAP, I will be happy to consider this issue as closed
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. I am still very disappointed that Dell offered nothing other than a minor discount if I would buy something else. Considering how many hours I spent on the phone and how I was blatantly lied to, I feel that their offer was completely inappropriate. However, I accept that in such a large organization a single complaint from a tiny customer is shrugged off and the organization does care if customer satisfaction is achieved. I will accept that nothing will be done other than returning my money for something I did not receive (which was a given). I would like to thank the Revdex.com for your time in helping with this matter. I do realize that your involvement was instrumental in getting Dell to respond to my problem. Thank you and have a good day
Regards,
*** ***
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 submissionA 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 apologized to the customer and confirmed she can now resolved the issue on her own. 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 GroupIncident ID# ***Dell Inc
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionA Dell representative authorized an exchange and Dell records indicate it has been deliveredShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting
www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID: *** Dell
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 was very impressed that I was contacted by Dell within hours of having made the complaintIt took about weeks to get the complete refund which was longer than I would have liked but the Dell rep kept me updated throughout the process
Regards,
*** ***
Today’s Date: 10/12/2015 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 correspondenceAt this
time the amount of $ was credited to the original mode of payment on credit reference # ***We thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should there remain any questions or concerns. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:
Hello I have now realized just how poor customer service is at Dell where they once were very good they know basically don't care Even though the warranty is out I have previous problems with this printerAnd the resolution was actually insulting I will therefore NEVER purchase a Dell product and I will also advice my friends not to buy any products based on my past experience with them I want to thank the Revdex.com for their attempts at helping me I would also like this forwarded to their Corp headquarters so they can understand why they have a decline in sales
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund 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 discuss their concerns Dell records indicate the customer’s account has been refunded in full The customer may contact our representative at ***_***@Dell.com for any further assistance they may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsPlease note that a return has been processedOur records show that the credit has been posted to
the original form of paymentOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via 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, 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 submissionA 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 informed the customer if he wants to cancel any order the customer needs to contact him with the details. 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 GroupIncident ID# ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I was informed that it would take 10-days for the refund to appear on my accountToday it has not yet been processed so I will wait the days before confirming the issue is completely resolvedI did speak with a Dell representative that told me would be credited back to my account, however in my several recent interactions, I was told one thing and something different occurredforgive my skepticism.
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAs a gesture of goodwill, our representative processed a return for order# *** and a partial
account creditOur records show that the credits have been posted to the original form of payment, which should reflect on her next billing statementWe 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 providing a copy of the customer’s follow up submission Mr** *** expressed dissatisfaction with the refund provided Since the date of the follow up submission, a Dell representative contacted Mr** *** and subsequently verified that the refund has been completed regarding gift cards used for the order Our representative provided contact information and will remain available should Mr** *** need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 submissionDell does understand the disappointment the customer must have felt opening a gift that was damaged inside but as explained the order was in the customers’ possession for over monthsNo visible damage was seen to the box when delivered or the customer would have contacted Dell immediatelyThe packing slip on the outside of the box also mentions Dells return period and it would be unreasonable to ask any company to allow a return after monthsDell position will remain the same and no further changes will be madeSincerely, Advanced Resolution Group INC# *** 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 concernsOur records show that Mr*** had disputed the charge with his bank for order# ***
Furthermore, he has already received the credit from his bank and considers this matter resolvedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at***@Dell.com, in case Mr*** has any further questions 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 Our records indicate
Dell representative; *** has confirmed with the customer he has disputed the charge with his American Express Card company. Mr*** says he has been credited in full for this failed sales transaction. *** has been instrumental in working on the backend of this transaction to make certain the matter has been addressed with finality for the customer. *** sent an email to the customer confirming this matter is resolved. We certainly apologize for any frustration or disappointment this matter may have been for our customer. We appreciate the Revdex.com and the customer for 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
Complaint: ***
I am rejecting this response because:As I claimed in my earlier email, I already sent my laptop twice and I am not willing to do it againPlease let me know if the business is willing to help me out other than sending my laptop to the service center again
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customer purchased mail in service as his type of warranty due to this his option is to send the system in for diagnosis and repairDell warranty explains the terms and conditions and providing a loaner system is not an optionWhen the customer is ready to troubleshoot why the system is running slow which could be a software issue not hardwareAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer decided to move forward with troubleshootingWe ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com,This case has been assigned to Global Escalation Management (GEM) for resolutionA Dell representative will contact Mr*** *** and work with him to resolve his issues as reported in the complaintSincerely,Dell Advanced Resolution Team
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 or a refund We regret any dissatisfaction he may have experienced and appreciate
the feedback provided Dell has a thirty (30) day Return Period and, as the order invoiced during 2015, a refund would not be an option Per the terms and conditions of Dell’s Limited Hardware Warranty, to distinguish between software and hardware problems and determine whether and what part dispatches might be necessary, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering warranty service Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist in resolving the technical issues The customer declined this assistance and requested a new computer or a refund which our representative denied We remain available to assist the customer under the terms and conditions of the warranty and 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
Complaint: ***
I am rejecting this response because:
Dell says that refund has been processed, However, I have constantly reminded them that I don't see the refunds applied to my account or the gift cards that were due to sent via direct email. Please fix this ASAP, I will be happy to consider this issue as closed
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. I am still very disappointed that Dell offered nothing other than a minor discount if I would buy something else. Considering how many hours I spent on the phone and how I was blatantly lied to, I feel that their offer was completely inappropriate. However, I accept that in such a large organization a single complaint from a tiny customer is shrugged off and the organization does care if customer satisfaction is achieved. I will accept that nothing will be done other than returning my money for something I did not receive (which was a given). I would like to thank the Revdex.com for your time in helping with this matter. I do realize that your involvement was instrumental in getting Dell to respond to my problem. Thank you and have a good day
Regards,
*** ***
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 submissionA 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 apologized to the customer and confirmed she can now resolved the issue on her own. 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 GroupIncident ID# ***Dell Inc