Complaint: [redacted] I am rejecting this response because: The response is incomplete There was and is a valid service contract with Dell on the computer This was brought up and asked about, yet Dell refused to acknowledge the service contract This is a breach of contract Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Customer expressed dissatisfaction with Dell support and wants to confirm order detailsWe 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 assistanceThe representative verified order details and confirmed that they received what was purchasedPlease note, Dell does not provide compensation for down time, time spent resolving an issue, lost business or applications as the warranty covers hardware components which fail during use and does not include any provisions for compensation apart from replacing hardware components covered under the terms of Dell’s Limited Hardware WarrantyShould the customer have any additional concerns regarding this case, they 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: [redacted] Dell
Complaint: [redacted] I am rejecting this response because:dell.com is not a 3rd party website, blatant lie by dell.com to not comply with advertising lawstating the price match converts to a "low price guarantee" after the sale is bait and switchas previously requested please close this case as "unresolved" a complaint has been filed with the Georgia state attorney generals office and Georgia governors office of consumer affairsas well as a dispute with the bank used to make the purchase Regards, [redacted]
Today’s Date: 04/01/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceThe customer states pending a creditAt this time the agent has been unable to reach the customer to advise the credit has been processed on Dells endIt may take up to the customers next billing cycle to show up on their statementDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any additional questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Thank you for providing a copy of the customer’s submission Dell representative, *[redacted] , has been assigned to this case and has initiated contact with thecustomer by phone; in their attempt to work with the customer and bring this matter to a reasonable resolution We ask that the customer continue to work with *[redacted] The representative can be reached directly by email at [redacted]
Complaint: [redacted] I am rejecting this response because: I was sold the TVThe quantity lasted long enough to take my credit card information and post for a week that the order was being processedAdditionally, this was never the excuse givenThey claimed price over and overWalmart and Amazon use counters that clearly show when the quantity runs outDell could obviously do thisWhen the quantity runs out, you stop selling it, you don't keep taking people's moneyTaking money without having a product is illegalThis is clearly a case of illegal bait and switchThere are more than complaints here with the same basic story; promises, followed by repeated lies and transfers without talking to someone in America who speaks English as their languagePrice was always the issue not quantityThis is easily proven by the fact I have the TV I ordered, I was just blackmailed into an extra dollars + tax before they would ship itThey used several lies in their extortion, including that I had cancelled the order, my card was declined etcIn fact they never trued to charge my credit card charge.The virus protection they lied about is on a computer miles away and not being used anymoreIt is not a question of it is is refundableIt is a question of them not keeping their end of the sales contractThey had a chance to reinstall the virus program but instead transferred me back and forth, wasted my time installing worthless drivers and claimed they could not find my original order, which clearly shows I had ordered years so they gad to ASSUME it was one year and expired Just like most of the 10,complaints here, I was a happy repeat Dell customerThey lost me and everyone I can talk to about this over dollars that they stole with lies and extortionShame on DellThey need to be put out of businessI appreciate the Revdex.com helping to expose these fraudsThis is obviously a legal matterI have lawyers on retainer who will not be bluffed by DellBeing ripped off is worth fighting for, no matter the amountYou owe dollars and change Dell, PAY UP! Regards, [redacted]
Today’s Date: 04/21/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] A [redacted] , to address the contents of their correspondenceThe customer states items have been returned and are pending a refundAt this time the agent has completed the customers refundDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any other questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:DELL provided a solution to this issue of continued repair processes only Sending the laptop to the DELL DEPOT or hosting a DELL Technician in my home for on-site replacement of the Motherboard, requires an investment of time without computer access This is the only computer that I own I specifically purchased the laptop for its mobile capability - I am a [redacted] employee that travels oftenSince my receipt of the laptop in December, I have encountered the following (summarized): - Laptop received without purchased OFFICE software installed Installed as "trial" only - DELL contacted and Technician remotely installs the purchased software (hour process) - Noted that when laptop removed from room with Router, internet connectivity lost Contacted VERIZON as assumed a Router issue - (Definitely not the brand new laptop) VERIZON diagnosed the current router and proceeded to send me several replacements -(varying strength levels) to remedy the issue After several weeks, I had received their premium Router, and the issue still persisted.- Contacted DELL Technician remotely accessed laptop to diagnose issue After hours, DELL Technician concluded that it was a Wireless Card problem and it required replacement Part was ordered and Technician scheduled to install during an on-site visit.- DELL Technician installed Wireless Card, issue was not resolved after hours DELL Technician phoned DELL for recommendation as to how to proceed DELL recommended sending laptop to DELL DEPOT for complete assessment and repair Issue: If sent to DELL DEPOT, I would not be provided with a replacement laptop or any other compensation for the inconvenience I financed the purchase of the laptop with DELL, and continue to pay monthly for a defective product Rather than continue with repair processes or to be totally without a computer that I continue to pay for, I asked for a replacement that works I will return the defective one DELL declined Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell Representative recently spoke to Mr [redacted] regarding his concerns Our representative informed him of the terms and conditions of sale [redacted] Please note that Dell strives to communicate accurate pricing and product information but will not be held responsible for any pricing, typographical, or other errors in such communications.As a gesture of good and in the interest of customer satisfaction, our representative offered a 10% discount on a new order for item # A8334631; however, Mr [redacted] elected not to accept our offerHis request for lower price or an additional discount was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns in regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell service and support and wants a replacement unitWe 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 assistanceOur representative explained the terms of the limited hardware warranty and processed a Depot serviceOur records indicate, the unit was serviced at the Depot on August 23, and delivered to the customer on August 24, Our representative will also follto verify that the unit is functioning properlyShould Mr [redacted] have any additional concerns regarding this case, he can reach out to our representative at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident 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 submission Our records indicate Dell representative; [redacted] has authorized an onsite service call to repair the system for the customer On 09/24/the customer had confirmed the onsite service technician has replaced the dispatched parts, and Mr [redacted] reports the system is working fine and he has no other issues regarding this matter Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, Dell Representative [redacted] received the information that Ms [redacted] ’s order was deemed to be invalidIt is in the cancel/re-enter stage and Ms [redacted] will be contacted should it become necessary for actions from herOur representative, [redacted] closed this case but remains available to resolve Ms [redacted] ’s issues as reported in her complaintSincerely, Dell Advanced Resolution Team
Dear Revdex.com, After investigating Mr [redacted] account we found that a cross shipment did happen At this time the credit has processed and posted today back to his PayPal account under credit memo reference [redacted] Due to the fact that the credit posted at midnight it may be Monday before he will see it in his account We would like to apologize to Mr [redacted] for the delay in a resolution The customer may reach the representative by emailing at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative worked with our account verification team to resolve the matterPlease note that his account related issues have been resolvedOur representative explained the terms and conditions of sale and return policy [redacted] As a gesture of goodwill and in the interest of customer satisfaction, product return was processedOur records show that the credit has been posted to the original form of paymentWe 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 [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants a new computer exchange We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns and provide assistance Our representative denied the new system exchange request and offered support per the terms of Dell’s Limited Hardware Warranty Mr [redacted] declined the offer for support and only wants an exchange We remain available to assist him under the terms of the warranty and ask that Mr [redacted] contact our representative for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
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 explained about Dell Customer Privacy policyThe representative explained in order to transfer the system into Mr [redacted] name he will need the previous owners informationThe representative suggested that he try contacting the place of business he purchased it from to see if the store can provide that informationWe remain available to assist the customer if there are any further concerns the representative can be reached by email [redacted] @Dell.comAdvanced Resolution Group Incident [redacted] Dell Inc
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI received the replacement computer on 8/25/2015.Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Once again, I have not received a satisfactory response from Dell My original purchase was within the valid date of the gift card, and for some reason their system failed to process The terms and conditions state that the customer must try to rectify it while the GC is still valid FINE THEN, so I tried again within the valid date(please see second transaction number on the complaint that I listed), leading to failure of the system to proceed on their part Dell had options to contact them directly These included calling and being on hold for 1+ hours at a time, or doing an online chat, which meant waiting for 2+ hours at a time Both options could only be done in a limited time span each day in the middle of a work day, at which if you were not by your phone or computer at the exact moment a CSR finally got to you, you would lose your place in lineI nevertheless TRIED EACH OF THESE METHODS multiple times as well and obviously failed since they are UNFAIR TO THE CUSTOMER AND UNREASONABLE Each time, I was booted from the line because I was not by the phone or computer at the very moment someone came online to respond to me, which is impossible during a regular workday for anyone with a job!! The only way would have been to take off an hour workday to sit by the phone of computer for a CSR to respond to youIf Dell wants to put the onus of getting a failed order processed on the customer, fine, but they have to give a REASONABLE way to do so that is not onerous to the consumer Now Dell is stating the obvious, which is that the gift card is expired I already know that and made numerous efforts to use the gift card properly while it WAS STILL VALID but because their system makes it impossible for the customer to properly use the gift card In that case, that is ADVERTSING Please tell me how that is fair to the customer All answers have been unsatisfactory thus far, and if they can't show me how I violated the terms, then there no reason my original transaction should not be processed I would like to speak to a manager or someone higher up as this is pretty unfair and ridiculous at this timeThank you Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur records show that the warranty had expired on March 3, The representative explained the terms of sale, limited hardware warranty, and return policy [redacted] [redacted] As a onetime gesture of goodwill, our representative advised Mr [redacted] to send the unit to depot for evaluation; however, Mr [redacted] declinedHis request for replacement unit was respectfully deniedFurthermore, Mr [redacted] is most welcome to take advantage of our out of warranty fee based service and support by calling ###-###-####We 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 [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Our records indicate that the Dell representative [redacted] is in contact with the customerAt this time the representative is working with our internal gift card teamThe representative will maintain ownership until a final resolution is determinedThe representative can be reached by emailing [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The response is incomplete There was and is a valid service contract with Dell on the computer This was brought up and asked about, yet Dell refused to acknowledge the service contract This is a breach of contract Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Customer expressed dissatisfaction with Dell support and wants to confirm order detailsWe 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 assistanceThe representative verified order details and confirmed that they received what was purchasedPlease note, Dell does not provide compensation for down time, time spent resolving an issue, lost business or applications as the warranty covers hardware components which fail during use and does not include any provisions for compensation apart from replacing hardware components covered under the terms of Dell’s Limited Hardware WarrantyShould the customer have any additional concerns regarding this case, they 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: [redacted] Dell
Complaint: [redacted] I am rejecting this response because:dell.com is not a 3rd party website, blatant lie by dell.com to not comply with advertising lawstating the price match converts to a "low price guarantee" after the sale is bait and switchas previously requested please close this case as "unresolved" a complaint has been filed with the Georgia state attorney generals office and Georgia governors office of consumer affairsas well as a dispute with the bank used to make the purchase Regards, [redacted]
Today’s Date: 04/01/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceThe customer states pending a creditAt this time the agent has been unable to reach the customer to advise the credit has been processed on Dells endIt may take up to the customers next billing cycle to show up on their statementDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any additional questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Thank you for providing a copy of the customer’s submission Dell representative, *[redacted] , has been assigned to this case and has initiated contact with thecustomer by phone; in their attempt to work with the customer and bring this matter to a reasonable resolution We ask that the customer continue to work with *[redacted] The representative can be reached directly by email at [redacted]
Complaint: [redacted] I am rejecting this response because: I was sold the TVThe quantity lasted long enough to take my credit card information and post for a week that the order was being processedAdditionally, this was never the excuse givenThey claimed price over and overWalmart and Amazon use counters that clearly show when the quantity runs outDell could obviously do thisWhen the quantity runs out, you stop selling it, you don't keep taking people's moneyTaking money without having a product is illegalThis is clearly a case of illegal bait and switchThere are more than complaints here with the same basic story; promises, followed by repeated lies and transfers without talking to someone in America who speaks English as their languagePrice was always the issue not quantityThis is easily proven by the fact I have the TV I ordered, I was just blackmailed into an extra dollars + tax before they would ship itThey used several lies in their extortion, including that I had cancelled the order, my card was declined etcIn fact they never trued to charge my credit card charge.The virus protection they lied about is on a computer miles away and not being used anymoreIt is not a question of it is is refundableIt is a question of them not keeping their end of the sales contractThey had a chance to reinstall the virus program but instead transferred me back and forth, wasted my time installing worthless drivers and claimed they could not find my original order, which clearly shows I had ordered years so they gad to ASSUME it was one year and expired Just like most of the 10,complaints here, I was a happy repeat Dell customerThey lost me and everyone I can talk to about this over dollars that they stole with lies and extortionShame on DellThey need to be put out of businessI appreciate the Revdex.com helping to expose these fraudsThis is obviously a legal matterI have lawyers on retainer who will not be bluffed by DellBeing ripped off is worth fighting for, no matter the amountYou owe dollars and change Dell, PAY UP! Regards, [redacted]
Today’s Date: 04/21/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] A [redacted] , to address the contents of their correspondenceThe customer states items have been returned and are pending a refundAt this time the agent has completed the customers refundDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any other questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:DELL provided a solution to this issue of continued repair processes only Sending the laptop to the DELL DEPOT or hosting a DELL Technician in my home for on-site replacement of the Motherboard, requires an investment of time without computer access This is the only computer that I own I specifically purchased the laptop for its mobile capability - I am a [redacted] employee that travels oftenSince my receipt of the laptop in December, I have encountered the following (summarized): - Laptop received without purchased OFFICE software installed Installed as "trial" only - DELL contacted and Technician remotely installs the purchased software (hour process) - Noted that when laptop removed from room with Router, internet connectivity lost Contacted VERIZON as assumed a Router issue - (Definitely not the brand new laptop) VERIZON diagnosed the current router and proceeded to send me several replacements -(varying strength levels) to remedy the issue After several weeks, I had received their premium Router, and the issue still persisted.- Contacted DELL Technician remotely accessed laptop to diagnose issue After hours, DELL Technician concluded that it was a Wireless Card problem and it required replacement Part was ordered and Technician scheduled to install during an on-site visit.- DELL Technician installed Wireless Card, issue was not resolved after hours DELL Technician phoned DELL for recommendation as to how to proceed DELL recommended sending laptop to DELL DEPOT for complete assessment and repair Issue: If sent to DELL DEPOT, I would not be provided with a replacement laptop or any other compensation for the inconvenience I financed the purchase of the laptop with DELL, and continue to pay monthly for a defective product Rather than continue with repair processes or to be totally without a computer that I continue to pay for, I asked for a replacement that works I will return the defective one DELL declined Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell Representative recently spoke to Mr [redacted] regarding his concerns Our representative informed him of the terms and conditions of sale [redacted] Please note that Dell strives to communicate accurate pricing and product information but will not be held responsible for any pricing, typographical, or other errors in such communications.As a gesture of good and in the interest of customer satisfaction, our representative offered a 10% discount on a new order for item # A8334631; however, Mr [redacted] elected not to accept our offerHis request for lower price or an additional discount was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns in regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell service and support and wants a replacement unitWe 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 assistanceOur representative explained the terms of the limited hardware warranty and processed a Depot serviceOur records indicate, the unit was serviced at the Depot on August 23, and delivered to the customer on August 24, Our representative will also follto verify that the unit is functioning properlyShould Mr [redacted] have any additional concerns regarding this case, he can reach out to our representative at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident 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 submission Our records indicate Dell representative; [redacted] has authorized an onsite service call to repair the system for the customer On 09/24/the customer had confirmed the onsite service technician has replaced the dispatched parts, and Mr [redacted] reports the system is working fine and he has no other issues regarding this matter Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, Dell Representative [redacted] received the information that Ms [redacted] ’s order was deemed to be invalidIt is in the cancel/re-enter stage and Ms [redacted] will be contacted should it become necessary for actions from herOur representative, [redacted] closed this case but remains available to resolve Ms [redacted] ’s issues as reported in her complaintSincerely, Dell Advanced Resolution Team
Dear Revdex.com, After investigating Mr [redacted] account we found that a cross shipment did happen At this time the credit has processed and posted today back to his PayPal account under credit memo reference [redacted] Due to the fact that the credit posted at midnight it may be Monday before he will see it in his account We would like to apologize to Mr [redacted] for the delay in a resolution The customer may reach the representative by emailing at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative worked with our account verification team to resolve the matterPlease note that his account related issues have been resolvedOur representative explained the terms and conditions of sale and return policy [redacted] As a gesture of goodwill and in the interest of customer satisfaction, product return was processedOur records show that the credit has been posted to the original form of paymentWe 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 [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants a new computer exchange We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns and provide assistance Our representative denied the new system exchange request and offered support per the terms of Dell’s Limited Hardware Warranty Mr [redacted] declined the offer for support and only wants an exchange We remain available to assist him under the terms of the warranty and ask that Mr [redacted] contact our representative for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
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 explained about Dell Customer Privacy policyThe representative explained in order to transfer the system into Mr [redacted] name he will need the previous owners informationThe representative suggested that he try contacting the place of business he purchased it from to see if the store can provide that informationWe remain available to assist the customer if there are any further concerns the representative can be reached by email [redacted] @Dell.comAdvanced Resolution Group Incident [redacted] Dell Inc
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI received the replacement computer on 8/25/2015.Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Once again, I have not received a satisfactory response from Dell My original purchase was within the valid date of the gift card, and for some reason their system failed to process The terms and conditions state that the customer must try to rectify it while the GC is still valid FINE THEN, so I tried again within the valid date(please see second transaction number on the complaint that I listed), leading to failure of the system to proceed on their part Dell had options to contact them directly These included calling and being on hold for 1+ hours at a time, or doing an online chat, which meant waiting for 2+ hours at a time Both options could only be done in a limited time span each day in the middle of a work day, at which if you were not by your phone or computer at the exact moment a CSR finally got to you, you would lose your place in lineI nevertheless TRIED EACH OF THESE METHODS multiple times as well and obviously failed since they are UNFAIR TO THE CUSTOMER AND UNREASONABLE Each time, I was booted from the line because I was not by the phone or computer at the very moment someone came online to respond to me, which is impossible during a regular workday for anyone with a job!! The only way would have been to take off an hour workday to sit by the phone of computer for a CSR to respond to youIf Dell wants to put the onus of getting a failed order processed on the customer, fine, but they have to give a REASONABLE way to do so that is not onerous to the consumer Now Dell is stating the obvious, which is that the gift card is expired I already know that and made numerous efforts to use the gift card properly while it WAS STILL VALID but because their system makes it impossible for the customer to properly use the gift card In that case, that is ADVERTSING Please tell me how that is fair to the customer All answers have been unsatisfactory thus far, and if they can't show me how I violated the terms, then there no reason my original transaction should not be processed I would like to speak to a manager or someone higher up as this is pretty unfair and ridiculous at this timeThank you Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur records show that the warranty had expired on March 3, The representative explained the terms of sale, limited hardware warranty, and return policy [redacted] [redacted] As a onetime gesture of goodwill, our representative advised Mr [redacted] to send the unit to depot for evaluation; however, Mr [redacted] declinedHis request for replacement unit was respectfully deniedFurthermore, Mr [redacted] is most welcome to take advantage of our out of warranty fee based service and support by calling ###-###-####We 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 [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Our records indicate that the Dell representative [redacted] is in contact with the customerAt this time the representative is working with our internal gift card teamThe representative will maintain ownership until a final resolution is determinedThe representative can be reached by emailing [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc