Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] *** Thank you for providing a copy of the customer’s submissionOur records indicate the customer had placed an order for an XPS Desktop computer on 12/04/ After being built, tested, and shipped to the US; the order was packed, shipped, and delivered to the customer in [redacted] on 01/07/ We certainly regret the order did not deliver in time for the Holidays Nonetheless, Dell does not compensate a customer for a negative experience; therefore, we must respectfully deny Mr***’s request for such recompense Dell representative; [redacted] has made numerous attempts to reach the customer both by phone and by email in the hopes of reaching and discussing the customer’s concerns with him, but there has been no response by the customer 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 Please have the customer contact our representative directly by email at ***_ [redacted] @Dell.com if they should change their mind and indicate they welcome assistance in this matter Dell will be happy to re-open the case and address the customer’s technical concerns at that timeSincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:While the funds were placed on the gift card the gift card was not usable as it was with an expired date My purchase with the gift card was rejected so we are in the same place we started This event seems very consistent with Dell's business practices as it appears to be a series of delays and non-fulfillment.We have sent several emails to the contact noted with no response on this latest problem Can you please help me resolve this Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I find it hard to believe that a corporation can mislead consumers about pricing and then exempt themselves from any liability when caught and confronted As there was no purchase their standard boilerplate does not apply This falls under consumer fraud and I would like this issue persued to the fullest extent Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerA Dell representative [redacted] recently contacted the customer regarding this matterThe representative reviewed the details with the customer and we regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative confirmed a return was processed and a credit has posted back to the credit cardPlease have the customer contact the representative by emailing at [redacted] @Dell.com with any additional questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] 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, [redacted] 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 [redacted] has completed all of the customer’s refunds Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have done some troubleshooting with Dell and the computer continues to have multiple problems including a bad mouseI would accept a credit in the amount I have spent on warranties towards purchasing a new computer, but I cannot accept this computer Regards, [redacted] ***
Revdex.com Complaint ID: [redacted] 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 [redacted] has issued a return to depot repair service for the customer to fix his computer Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I have attached a chronology of the days to took Dell to finally fix my laptop I had to spend over hours of my own time supporting Dell through the repair process While my laptop is finally back to normal, Dell's ProSupport could have fixed the problem in days instead of days.Please share my chronology as an example of what I went through to get my laptop fixed Regards, [redacted]
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 experienceA Dell representative [redacted] has been in contact with the customer an apologized for the problemsThis customer has been identified as a reseller and no further gift cards will be sentPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has authorized a Dell Depot Repair at no cost to the customer The customer shipped the system to the depot and the following parts were replaced: Hinges, Palmrest, and Cover The system has been shipped back to the customer, delivered to him on Friday, February 17, at 1:pm 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# [redacted] Dell Inc
Dell representative, [redacted] will continue to be the customers’ point of contactThe representative has followed back up with Ms [redacted] in regards to the rebuttal information providedThe tracking information she has provided is for the monitor but the amount she has listed is for the system costThe representative has left a voice message for her to follow upOur records do not reflect a return for the system was ever set up so we need her help in getting additional informationWe remain available to assist and ask that the customer contact the representative [redacted] _***@Dell.com
Dell representative, [redacted] will continue to be the customers’ point of contactMs [redacted] was sent a Dell Outlet new system which was having problems alsoThe representative will be following up to offer another Dell Outlet New system which means these systems were never previously usedThe representative respectfully denied the request for a refund as the system was purchased from a retailerWe ask that the customer follow up with the representative directly by email at [redacted] @Dell.com
Complaint: [redacted] I am rejecting this response because: No Dell, you don't get to make this go away by writing an email Other people need to know what they're getting themselves into when they buy a computer from your company The fact of the matter is - I tried for months with over total phone calls to get Dell to deliver on their "1-year warranty" but was unable to get the company to do ANYTHING about the computer's failure to boot upMagically, when I finally gave up trying to get Dell's help and submitted a complaint via the Revdex.com, all the sudden everyone at Dell wanted to help me What a coincidence! Based on this observation, one has to conclude that the ONLY WAY to get Dell to back up their shoddy workmanship is to file a complaint directly to the Revdex.com and then sit back and wait for the emails and calls to pour in.The bottom line is that if it takes a complaint to the Revdex.com in order to trigger Dell to deliver on a warranty promise that they've made, it's too little too late At this point, Dell is just trying to make the issue less visible - they don't want everyone to know about THEIR TERRIBLE CUSTOMER SERVICE!Sorry, but no - I'm not going to let this slide It's not okay And I will not accept any response by the company other than a refund in full If Dell is unable to make that happen - FINE! My complaint needs to remain visible to others and unresolved so that what happened to me DOESN'T HAPPEN TO OTHERS who are under the misguided assumption that they're buying a computer from an ethical company.Let me make clear what I'm saying IF YOU'RE THINKING ABOUT BUYING A DELLDON'T! IF you have a problem with your computer, you will be redirected to a foreign call center whether DELL will make every attempt to confused and misdirect you INSTEAD OF HELPING YOU They don't want to solve your problem - they simply want you to give up Why? Solving your problem (with their unreliable products) IS EXPENSIVE!This type of business strategy is NOT OK.I'm done with this company Don't make the same mistake I did Buy a computer from literally ANYBODY ELSE Regards, [redacted] ***
Revdex.com Complaint ID: [redacted] Dear RevDex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, Mr [redacted] *** Thank you for providing a copy of the customer’s submissionOur records indicate the customer has accepted a new upgraded system exchange to resolve the technical problems the customer had been having with his computer We are pleased to resolve this technical issue for our customer 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# [redacted] Dell Inc
Dear Revdex.com, Our records indicate that Dell representative [redacted] has authorized a repair at the depot but has respectfully denied the refund requestAt this time the representative has followed up with no response from the customerIf the customer would like to move forward with the resolution please contact [redacted] The Please have the customer contact the representative by email at [redacted] @Dell.com with any additional concerns regarding this matterSincerely Advanced Resolution Group Incident [redacted] 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 Black Friday order which was cancelled We regret any miscommunication which may have occurred and appreciate the feedback The recent promotions generated a tremendous volume of customers Given that problems do happen on occasions such as during extreme volume of customers on Dell’s site, our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on hand Since the date of the submission, a Dell representative contacted the customer to advise that we would not be able to provide the computer at the promotional price as the promotion ended when stock for the promotion was depleted and the computer is no longer available Our representative explained that we would not offer a similar computer at the promotional price and, for customer satisfaction reasons, offered a discount toward a different computer which the customer declined We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative has been in contact with the customer and advised the order could not be processed as configuredThe customer requested the order be cancelledOur records indicate the order did not invoice and the payment did not processWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because: As stated previously, an agreement was reached but Dell has failed to implement the agreementSeveral emails have been exchanged over the past weeks and a voicemail was left by the Dell rep stating an entire refund has been issued, however since that date (a week ago) ONLY a $credit has been issued rather than the remainder due $106.39.I was assured that the full refund was credited but it was notIf issuing a check to me for the (now) remaining $would be easier for them I would be ok with thatI have contacted the rep directly and get no responseI expect to get one today though because he answers on the same days as a post to the Revdex.com case is enteredFrustrating! Regards, [redacted] ***
Dear Revdex.com, Our records indicate the representative has attempted to follow up by phone and email but has yet to receive a responseThe customer will need to purchase a return shipping box Dell is unable to provide oneThe customer will need to follow up with the representative to be provided a return reference number and shipping labelsOnce the system has been received in a credit will post back to the original form of paymentPlease have the customer contact the representative by emailing at [redacted] with any additional questions or concerns Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with communication and processing expectations for his Dell order We regret any miscommunication which may have occurred and appreciate the feedback Our records indicate Mr [redacted] purchased his computer during and it would have been necessary to register the Office software within thirty days with Microsoft, the owner of the software license, using the unique product key code included with his order Dell would be unable to replace the code after thirty days from invoice Since the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns and, for customer satisfaction reasons, processed a Return Authorization for the memory he is unable to useMr [redacted] ’s account has since been refunded $which he should see reflected on his next monthly billing statement Our representative provided their contact information and will remain available to assist should Mr [redacted] need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] *** Thank you for providing a copy of the customer’s submissionOur records indicate the customer had placed an order for an XPS Desktop computer on 12/04/ After being built, tested, and shipped to the US; the order was packed, shipped, and delivered to the customer in [redacted] on 01/07/ We certainly regret the order did not deliver in time for the Holidays Nonetheless, Dell does not compensate a customer for a negative experience; therefore, we must respectfully deny Mr***’s request for such recompense Dell representative; [redacted] has made numerous attempts to reach the customer both by phone and by email in the hopes of reaching and discussing the customer’s concerns with him, but there has been no response by the customer 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 Please have the customer contact our representative directly by email at ***_ [redacted] @Dell.com if they should change their mind and indicate they welcome assistance in this matter Dell will be happy to re-open the case and address the customer’s technical concerns at that timeSincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:While the funds were placed on the gift card the gift card was not usable as it was with an expired date My purchase with the gift card was rejected so we are in the same place we started This event seems very consistent with Dell's business practices as it appears to be a series of delays and non-fulfillment.We have sent several emails to the contact noted with no response on this latest problem Can you please help me resolve this Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I find it hard to believe that a corporation can mislead consumers about pricing and then exempt themselves from any liability when caught and confronted As there was no purchase their standard boilerplate does not apply This falls under consumer fraud and I would like this issue persued to the fullest extent Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerA Dell representative [redacted] recently contacted the customer regarding this matterThe representative reviewed the details with the customer and we regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative confirmed a return was processed and a credit has posted back to the credit cardPlease have the customer contact the representative by emailing at [redacted] @Dell.com with any additional questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] 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, [redacted] 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 [redacted] has completed all of the customer’s refunds Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have done some troubleshooting with Dell and the computer continues to have multiple problems including a bad mouseI would accept a credit in the amount I have spent on warranties towards purchasing a new computer, but I cannot accept this computer Regards, [redacted] ***
Revdex.com Complaint ID: [redacted] 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 [redacted] has issued a return to depot repair service for the customer to fix his computer Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I have attached a chronology of the days to took Dell to finally fix my laptop I had to spend over hours of my own time supporting Dell through the repair process While my laptop is finally back to normal, Dell's ProSupport could have fixed the problem in days instead of days.Please share my chronology as an example of what I went through to get my laptop fixed Regards, [redacted]
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 experienceA Dell representative [redacted] has been in contact with the customer an apologized for the problemsThis customer has been identified as a reseller and no further gift cards will be sentPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has authorized a Dell Depot Repair at no cost to the customer The customer shipped the system to the depot and the following parts were replaced: Hinges, Palmrest, and Cover The system has been shipped back to the customer, delivered to him on Friday, February 17, at 1:pm 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# [redacted] Dell Inc
Dell representative, [redacted] will continue to be the customers’ point of contactThe representative has followed back up with Ms [redacted] in regards to the rebuttal information providedThe tracking information she has provided is for the monitor but the amount she has listed is for the system costThe representative has left a voice message for her to follow upOur records do not reflect a return for the system was ever set up so we need her help in getting additional informationWe remain available to assist and ask that the customer contact the representative [redacted] _***@Dell.com
Dell representative, [redacted] will continue to be the customers’ point of contactMs [redacted] was sent a Dell Outlet new system which was having problems alsoThe representative will be following up to offer another Dell Outlet New system which means these systems were never previously usedThe representative respectfully denied the request for a refund as the system was purchased from a retailerWe ask that the customer follow up with the representative directly by email at [redacted] @Dell.com
Complaint: [redacted] I am rejecting this response because: No Dell, you don't get to make this go away by writing an email Other people need to know what they're getting themselves into when they buy a computer from your company The fact of the matter is - I tried for months with over total phone calls to get Dell to deliver on their "1-year warranty" but was unable to get the company to do ANYTHING about the computer's failure to boot upMagically, when I finally gave up trying to get Dell's help and submitted a complaint via the Revdex.com, all the sudden everyone at Dell wanted to help me What a coincidence! Based on this observation, one has to conclude that the ONLY WAY to get Dell to back up their shoddy workmanship is to file a complaint directly to the Revdex.com and then sit back and wait for the emails and calls to pour in.The bottom line is that if it takes a complaint to the Revdex.com in order to trigger Dell to deliver on a warranty promise that they've made, it's too little too late At this point, Dell is just trying to make the issue less visible - they don't want everyone to know about THEIR TERRIBLE CUSTOMER SERVICE!Sorry, but no - I'm not going to let this slide It's not okay And I will not accept any response by the company other than a refund in full If Dell is unable to make that happen - FINE! My complaint needs to remain visible to others and unresolved so that what happened to me DOESN'T HAPPEN TO OTHERS who are under the misguided assumption that they're buying a computer from an ethical company.Let me make clear what I'm saying IF YOU'RE THINKING ABOUT BUYING A DELLDON'T! IF you have a problem with your computer, you will be redirected to a foreign call center whether DELL will make every attempt to confused and misdirect you INSTEAD OF HELPING YOU They don't want to solve your problem - they simply want you to give up Why? Solving your problem (with their unreliable products) IS EXPENSIVE!This type of business strategy is NOT OK.I'm done with this company Don't make the same mistake I did Buy a computer from literally ANYBODY ELSE Regards, [redacted] ***
Revdex.com Complaint ID: [redacted] Dear RevDex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, Mr [redacted] *** Thank you for providing a copy of the customer’s submissionOur records indicate the customer has accepted a new upgraded system exchange to resolve the technical problems the customer had been having with his computer We are pleased to resolve this technical issue for our customer 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# [redacted] Dell Inc
Dear Revdex.com, Our records indicate that Dell representative [redacted] has authorized a repair at the depot but has respectfully denied the refund requestAt this time the representative has followed up with no response from the customerIf the customer would like to move forward with the resolution please contact [redacted] The Please have the customer contact the representative by email at [redacted] @Dell.com with any additional concerns regarding this matterSincerely Advanced Resolution Group Incident [redacted] 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 Black Friday order which was cancelled We regret any miscommunication which may have occurred and appreciate the feedback The recent promotions generated a tremendous volume of customers Given that problems do happen on occasions such as during extreme volume of customers on Dell’s site, our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on hand Since the date of the submission, a Dell representative contacted the customer to advise that we would not be able to provide the computer at the promotional price as the promotion ended when stock for the promotion was depleted and the computer is no longer available Our representative explained that we would not offer a similar computer at the promotional price and, for customer satisfaction reasons, offered a discount toward a different computer which the customer declined We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative has been in contact with the customer and advised the order could not be processed as configuredThe customer requested the order be cancelledOur records indicate the order did not invoice and the payment did not processWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because: As stated previously, an agreement was reached but Dell has failed to implement the agreementSeveral emails have been exchanged over the past weeks and a voicemail was left by the Dell rep stating an entire refund has been issued, however since that date (a week ago) ONLY a $credit has been issued rather than the remainder due $106.39.I was assured that the full refund was credited but it was notIf issuing a check to me for the (now) remaining $would be easier for them I would be ok with thatI have contacted the rep directly and get no responseI expect to get one today though because he answers on the same days as a post to the Revdex.com case is enteredFrustrating! Regards, [redacted] ***
Dear Revdex.com, Our records indicate the representative has attempted to follow up by phone and email but has yet to receive a responseThe customer will need to purchase a return shipping box Dell is unable to provide oneThe customer will need to follow up with the representative to be provided a return reference number and shipping labelsOnce the system has been received in a credit will post back to the original form of paymentPlease have the customer contact the representative by emailing at [redacted] with any additional questions or concerns Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with communication and processing expectations for his Dell order We regret any miscommunication which may have occurred and appreciate the feedback Our records indicate Mr [redacted] purchased his computer during and it would have been necessary to register the Office software within thirty days with Microsoft, the owner of the software license, using the unique product key code included with his order Dell would be unable to replace the code after thirty days from invoice Since the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns and, for customer satisfaction reasons, processed a Return Authorization for the memory he is unable to useMr [redacted] ’s account has since been refunded $which he should see reflected on his next monthly billing statement Our representative provided their contact information and will remain available to assist should Mr [redacted] need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell