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 reached out to the customer numerous times in their attempt to assist the customer. Dell is in need of more information from the customer in order to properly investigate this Gift Card matter. *** has contacted our Gift Card team for assistance but they, by using the customer’s name and email address, were unable to locate an order or any other information. *** has continued to reach out to the customer by phone and email but has received a response. Since there is a specific time period in which Dell is allotted to officially respond to the Revdex.com, Dell has no other option than to close our case due to lack of response by the customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should indicate they would like this addressed; Dell will be happy to re-open the case and address the matter with our customer’s help at that time Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer, who verified the credit has been applied to the original form of paymentWe regret any dissatisfaction which may
have been experienced and appreciate the feedback provided
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customerDell records indicate the computer was purchased from a third party so a return to Dell, for a refund, will not be an
optionOur representative offered to cancel the warranty purchased from Dell and issue a creditHowever; the customer declinedDell remains available to assist per the terms and conditions of the Dell Limited Hardware Warranty and our representative has provided their contact information
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Dell representative *** worked with this customer to resolve the issues as reported in the complaintThe issues are resolved and this case is closed with a credit of $posting to the customer’s Visa account for Order ***Our representative may be reached at
***@dell.com
Complaint: ***
I am rejecting this response because:The offer did not sell out, I was able to purchase the offer, but not at the price it was advertised for, furthermore the ad stated that if at any time there were issues the price in the ad would take precedence over any other pricingThe offer made was not generous, as a matter of fact the only thing the rep stated was to except it at the inflated price as they would not be willing to do anything about the fact that I was overcharged or return the itemWhen the item arrived the box was open and it was damagedI called the returns department and got a return label, the product was sent back and received by Dell on the 9th of DecemberI have asked to receive a full refund of $for the item that I was overcharged forFurthermore, the rep never apologized for this inconvenience or the bait and switch tactics, he simply kept telling me what he could not doI am asking that a full refund in the amount of $be processed immediately to my Dell Preferred account
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 and apologized for the problemsThe representative explained that the warranty expired on 11/26/Customer purchased the system 11/27/from a retailer and provided the proof of purchaseBest efforts were provided over the phone as a goodwill gestureThe representative respectfully denied the request for free supportThe customer may contact our out of warranty department at ###-###-####The customer may contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced 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 customerThe customer is responsible for making a backup CD for the operating systemThe COA, Certificate of Authorization is embedded on the motherboardWe have included a link with frequently asked questions*** As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould 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
Complaint: ***
I am rejecting this response because: I don't know how to respond but they have not fixed my problem I should be give'n a new computer seeing it was like this first day out of the box
Regards,
*** ***
Complaint: ***
I am rejecting this response because: *** and I spoke on 11/and I thought all was ok since he said he was checking on and found no reason for any calls but to advise him if anything later onNot minutes after we hung up I received another robo call from ###-###-#### and no one was there when I answeredI immediately sent *** an email advising of this but as of now received no replyI appreciate his help but I want these calls to stop and someone or something is setting this off
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
experienceThe Dell representative *** contacted the customer offered to troubleshoot to determine the issueThe Dell records reflect the order invoiced May a return to depot service was authorized July and September Dell representative *** also owned the account back in December and February it was explained that the system does not qualify for a replacementDell offered to troubleshoot and explained about Dell’s day return policy but the customer declinedThe customers warranty will expired May at that time it will fall under the “Out of Warranty Department”For additional information the customer may visit www.Dell.com/SupportSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Our records indicate that Dell Representative *** has retained ownership of the accountThe representative has made several attempts to follow up with the customer but has not received a responseWe ask that the customer follow up with the representative by emailing *** Advanced Resolution Group Incident *** 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
Regards, Dell insisted I purchased the computer in January The first computer sent was returned within a short spam of time because it crashed The one that was repaired was sent to me on February 8,
*** ***
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 and additional concessions or 50% off a new computer Dell policy would prevent extending warranty
coverage for a customer’s computer beyond five years from the original purchase invoice date, regardless of any system exchanges Dell records indicate the customer’s original purchase was more than ten years ago and he has been provided multiple exchange computers and was able to extend his warranty based on the exchange invoice, although it was not a purchase We regret any miscommunication which may have occurred and appreciate the feedback The customer was provided a refund for the latest warranty extension which extended the warranty beyond ten years from his original purchase Since the date of the submission, a Dell representative contacted the customer and denied his exchange and concession requests Dell will not be offering any concessions regarding this case We remain available to assist via Dell’s fee-based Out of Warranty Repairs department should the customer want to purchase this service and ask that he contact our representative at ***@Dell.com should there be any further questions 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*** ***Our representative, ***, contacted Mr***However; Mr*** has not responded to subsequent contact attemptsWe 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** **
Complaint: ***
Complaint: ***I am rejecting this response because: I am the owner the the computersThe computers are brokenI have the reciept for the computersi asked to return or exchange them, Dell refused. One time Dell offered me used computers, in exchange for new working computers, even though I paid for new computers.As the owner, with the receipt, I asked for a refund, credit or exchangeDell offers the owner a refund as described on their website and attachedDell acknowledges I am the owner, but refuses its own policy, and refuses me a refund, credit exchange and customer service.Dell has some problem internally with their customer database, in India and Costa Rica and Philippines and Texas, automating messages to my mailbox and my email addressed to someone else, not me, about the computers I ownDell tried more than times to fix this, as recently as November during this Revdex.com complaint, then on November 7, also during this Revdex.com complaint, I got another message from Dell about my computers, when Dell says I am the owner, but the letter is addressed to someone elseDell employees, with a thick hard to understand accent, told me many times the Dell database was wrong.My identity is one of the many many many mistakes made by Dell during this purchase.The terms of Dell's US Return Policy are very clearly stated on their website, "may be returned within days from the date on the packing slip or invoice for a credit or a refund." ***Dell refused more than times when I asked Dell for a refund, exchange or creditEven though their policy describes "credit" and "Credit Return Authorization" six times on their one page titled "U.SReturn Policy"Dell refused to offer me a creditDell refused to offer me a refundDell refused customer service for the broken computers. *** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently spoke to Mr*** regarding his concernsOur representative confirmed that his Dell hardware was working as designed and the WiFi issue was
environmentalHis request for replacement part or refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: I paid to get this fixed months ago and it has happened again There is either something faulty with this model of computer or they used refurbished parts to fix my computer A computer of this price should last more than months, before you have major issues with it And for it to happen again in less than a year is totally misunderstood If Dell can not make a more workable laptop they don't need to be charging so much for them so we can throw them away after year!
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 confirmed the customer has now received their order. 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 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 reached out to the customer numerous times in their attempt to assist the customer. Dell is in need of more information from the customer in order to properly investigate this Gift Card matter. *** has contacted our Gift Card team for assistance but they, by using the customer’s name and email address, were unable to locate an order or any other information. *** has continued to reach out to the customer by phone and email but has received a response. Since there is a specific time period in which Dell is allotted to officially respond to the Revdex.com, Dell has no other option than to close our case due to lack of response by the customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should indicate they would like this addressed; Dell will be happy to re-open the case and address the matter with our customer’s help at that time Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer, who verified the credit has been applied to the original form of paymentWe regret any dissatisfaction which may
have been experienced and appreciate the feedback provided
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customerDell records indicate the computer was purchased from a third party so a return to Dell, for a refund, will not be an
optionOur representative offered to cancel the warranty purchased from Dell and issue a creditHowever; the customer declinedDell remains available to assist per the terms and conditions of the Dell Limited Hardware Warranty and our representative has provided their contact information
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Dell representative *** worked with this customer to resolve the issues as reported in the complaintThe issues are resolved and this case is closed with a credit of $posting to the customer’s Visa account for Order ***Our representative may be reached at
***@dell.com
Complaint: ***
I am rejecting this response because:The offer did not sell out, I was able to purchase the offer, but not at the price it was advertised for, furthermore the ad stated that if at any time there were issues the price in the ad would take precedence over any other pricingThe offer made was not generous, as a matter of fact the only thing the rep stated was to except it at the inflated price as they would not be willing to do anything about the fact that I was overcharged or return the itemWhen the item arrived the box was open and it was damagedI called the returns department and got a return label, the product was sent back and received by Dell on the 9th of DecemberI have asked to receive a full refund of $for the item that I was overcharged forFurthermore, the rep never apologized for this inconvenience or the bait and switch tactics, he simply kept telling me what he could not doI am asking that a full refund in the amount of $be processed immediately to my Dell Preferred account
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 and apologized for the problemsThe representative explained that the warranty expired on 11/26/Customer purchased the system 11/27/from a retailer and provided the proof of purchaseBest efforts were provided over the phone as a goodwill gestureThe representative respectfully denied the request for free supportThe customer may contact our out of warranty department at ###-###-####The customer may contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced 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 customerThe customer is responsible for making a backup CD for the operating systemThe COA, Certificate of Authorization is embedded on the motherboardWe have included a link with frequently asked questions*** As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould 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
Complaint: ***
I am rejecting this response because: I don't know how to respond but they have not fixed my problem I should be give'n a new computer seeing it was like this first day out of the box
Regards,
*** ***
Complaint: ***
I am rejecting this response because: *** and I spoke on 11/and I thought all was ok since he said he was checking on and found no reason for any calls but to advise him if anything later onNot minutes after we hung up I received another robo call from ###-###-#### and no one was there when I answeredI immediately sent *** an email advising of this but as of now received no replyI appreciate his help but I want these calls to stop and someone or something is setting this off
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
experienceThe Dell representative *** contacted the customer offered to troubleshoot to determine the issueThe Dell records reflect the order invoiced May a return to depot service was authorized July and September Dell representative *** also owned the account back in December and February it was explained that the system does not qualify for a replacementDell offered to troubleshoot and explained about Dell’s day return policy but the customer declinedThe customers warranty will expired May at that time it will fall under the “Out of Warranty Department”For additional information the customer may visit www.Dell.com/SupportSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Our records indicate that Dell Representative *** has retained ownership of the accountThe representative has made several attempts to follow up with the customer but has not received a responseWe ask that the customer follow up with the representative by emailing *** Advanced Resolution Group Incident *** Dell
Complaint: ***
I am rejecting this response because:
Did not get full refund as promised
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards, Dell insisted I purchased the computer in January The first computer sent was returned within a short spam of time because it crashed The one that was repaired was sent to me on February 8,
*** ***
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 and additional concessions or 50% off a new computer Dell policy would prevent extending warranty
coverage for a customer’s computer beyond five years from the original purchase invoice date, regardless of any system exchanges Dell records indicate the customer’s original purchase was more than ten years ago and he has been provided multiple exchange computers and was able to extend his warranty based on the exchange invoice, although it was not a purchase We regret any miscommunication which may have occurred and appreciate the feedback The customer was provided a refund for the latest warranty extension which extended the warranty beyond ten years from his original purchase Since the date of the submission, a Dell representative contacted the customer and denied his exchange and concession requests Dell will not be offering any concessions regarding this case We remain available to assist via Dell’s fee-based Out of Warranty Repairs department should the customer want to purchase this service and ask that he contact our representative at ***@Dell.com should there be any further questions 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*** ***Our representative, ***, contacted Mr***However; Mr*** has not responded to subsequent contact attemptsWe 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** **
Complaint: ***
Complaint: ***I am rejecting this response because: I am the owner the the computersThe computers are brokenI have the reciept for the computersi asked to return or exchange them, Dell refused. One time Dell offered me used computers, in exchange for new working computers, even though I paid for new computers.As the owner, with the receipt, I asked for a refund, credit or exchangeDell offers the owner a refund as described on their website and attachedDell acknowledges I am the owner, but refuses its own policy, and refuses me a refund, credit exchange and customer service.Dell has some problem internally with their customer database, in India and Costa Rica and Philippines and Texas, automating messages to my mailbox and my email addressed to someone else, not me, about the computers I ownDell tried more than times to fix this, as recently as November during this Revdex.com complaint, then on November 7, also during this Revdex.com complaint, I got another message from Dell about my computers, when Dell says I am the owner, but the letter is addressed to someone elseDell employees, with a thick hard to understand accent, told me many times the Dell database was wrong.My identity is one of the many many many mistakes made by Dell during this purchase.The terms of Dell's US Return Policy are very clearly stated on their website, "may be returned within days from the date on the packing slip or invoice for a credit or a refund." ***Dell refused more than times when I asked Dell for a refund, exchange or creditEven though their policy describes "credit" and "Credit Return Authorization" six times on their one page titled "U.SReturn Policy"Dell refused to offer me a creditDell refused to offer me a refundDell refused customer service for the broken computers. *** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently spoke to Mr*** regarding his concernsOur representative confirmed that his Dell hardware was working as designed and the WiFi issue was
environmentalHis request for replacement part or refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: I paid to get this fixed months ago and it has happened again There is either something faulty with this model of computer or they used refurbished parts to fix my computer A computer of this price should last more than months, before you have major issues with it And for it to happen again in less than a year is totally misunderstood If Dell can not make a more workable laptop they don't need to be charging so much for them so we can throw them away after year!
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 confirmed the customer has now received their order. 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