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
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. The customer has confirmed with *** his coil whine issue has been resolved. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Complaint: ***
I am rejecting this response because it does not address the root of the issue. I have a lemon computer from Dell. I am happy to eve accept a credit for the cost of the computer from Dell and would turn around and re-order another (but different) Dell laptop. This is a machine that is flawed - and again, I have owned Dell computers for many years and have never had this sort of issue or have ever been faced with these sorts of problems. I believe that the delay upon the original order (in April of 2017) is related to the problems I am having with this machine. The offer remains unacceptable and the wasted time of months that has been thrust upon me in dealing with a quality control issue is disheartening and disappointing. I ask for reconsideration before escalation on my end
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I accepted what you offered because I knew you would not do the RIGHT thing and credit my account.I wasted much time trying to get the xps working and your fixes were not fixes but more of my time wasted.The refurbished I accepted should come with a year warranty and not what I have remaining on the 8700.Your lack of doing "the honorable" thing (in my opinion ) means you have lost a customer for life and my recommendation of Dell products to others.Have a nice day
Regards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in 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 the Dell
representative; *** has reached out to the customer regarding the customer’s concerns relating to Dell’s failure to dispatch a pre-paid shipping label to the correct address and name so the customer could ship their system to Dell’s Depot for repair. The customer has expressed they have lost confidence in the process, so they requested *** to cancel the extended warranty and provide them with a refund. Since the extended warranty order is within the cancelation period, *** has confirmed with the customer the extended warranty has been canceled and the customer has received a full refund. We regret any dissatisfaction the customer may have experienced in this transaction; but we sincerely appreciate the feedback provided. The customer has ***’s contact information should they need any further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Complaint: ***
I am rejecting this response because: *** called on ThursdayI emailed him that Monday or Tuesday would be betterI was at a medical center all day MondayI don't count this as me being unreachable, I call this Dell not being flexibleI am sure I will be in touch with *** this weekTwo phone calls doesn't make me hard to reachThat is ridiculous
Regards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in 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 the Dell
representative; *** has authorized a replacement docking station shipped to the customer to resolve the technical problems the customer had been having with the Thunderbolt TBdock sent to them by Dell. The customer has received the dock and reports it is working as intendedWe regret any dissatisfaction the customer may have experienced in this transaction; but we sincerely appreciate the feedback provided. The customer has ***’s contact information should they need any further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in 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 to assist her with the computer system tech issues. The customer has expressed she only wants to ship the system to the depot for repair, she does not wish to participate in the necessary trouble-shooting process. *** has reminded the customer, per the Terms and Conditions of the system hardware warranty, any customer who wishes to receive service and support for their covered computer, must participate in the trouble-shooting process. It is quite possible the issue is not even hardware related but something that can be fixed right over the phone. But at this time, the customer has refused to do any trouble-shooting with ***. Dell has no other option then to close our case. The customer has ***’s contact information should she change her mind and decide she would like to receive assistance in this matter. Dell will be happy to reopen the case at that time to address the matter for our customer. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMs*** expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction she may have experienced and appreciate the feedback providedDell has a thirty (30) day
return period and, as the order invoiced during August, 2016, a return for a refund would not be an optionOur records indicate there have been no calls logged under Ms***’s Dell account since April, 2017, to indicate any unresolved or ongoing issuesWhen Ms*** purchased the computer, she opted for a one year warranty which has expiredOut of fairness to Dell customers who purchase warranty extensions, Dell will not be offering free out of warranty supportSince the date of the submission, a Dell representative contacted Ms*** to discuss her concernsOur representative denied her refund request and offered assistance via Dell’s fee-based out of warranty support should she want support from Dell. Ms*** declined the assistanceOur representative provided contact information and will remain available should she need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, per the terms and condition of the sale and the Dell Limited Warranty, respectfully denied Mr***’s request for an exchangeHowever, depot
service was offered to Mr***, which he declinedWe regret any dissatisfaction Mr*** may have experienced and *** remains available and may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because: We have spent literally days worth of hours with their tech deptwithout any positive results. We sent the computer back to their facility, twice, without any positive results. Computer is defective. This has now been almost a year, trying to work with a computer that doesn't function properly. The fact that they keep asking us to return it to their facility and have changed numerous parts, confirms they know there is a problem with the unit. This has been a year of dealing with them on the phone and sending the unit back to ***. We just don't see any purpose of sending the unit back yet again which is why that response is not acceptable. In addition, they have numerous people, supposedly representing them, harassing us with phone calls trying to sell us anti viral subscriptions.
Regards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in 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 authorized a system exchange to resolve the technical problems the customer had been having with their computer. The system has shipped to the alternative address provided by the customer, and was delivered on Monday, May 1, 2017. The customer has ***’s contact information should they need any further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative offered to provide a discount on a new order as a goodwill gesture due to the problemsIf the customer has any further questions or concerns the representative can be reached my emailing ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer replaced We regret any dissatisfaction she may have experienced and appreciate the feedback provided
Since the date of the submission, a Dell representative contacted the customer and, for customer satisfaction reasons, processed a system exchange The representative followed up with the customer to confirm receipt of the replacement computer and provided contact information should she need any further assistance We ask that she 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*** ***A Dell representative recently contacted Mr*** regarding his concernsThe representative worked with DFS (Dell Financial Services) to resolve this matterOur records
show that the credits for order# *** & *** have been processed in the form of a checkOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by 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: none of their information is correct I have contact Dell repeatly about this issue, none of which they have on recordThis computer has not worked in the year and a half that I have had it I have made a number of inquiries throughout the past months and they claim they only have one logged in their system That is untrue and insulting how their “response” team hinted that I was lying I have had an unusable computer and spent the last months getting the run around I will gladly send it back for a refund All I want is a computer that works.
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, assisted Mr*** with the installation of drivers and software and no further issues are reportedWe regret any dissatisfaction Mr*** may
have experienced and *** may be contacted via email at ***@Dell.com.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com,Dell representative *** is working with Mr*** *** to resolve the issues as reported in his complaintOur representative may be reached at ***@dell.com.Sincerely,Dell Advanced Resolution Team
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 submissionOur records indicate the Dell
representative; *** has been instrumental in assisting the customer to receive his full refund for the monitor retuned to Dell. On December 28, she sent the customer a copy of the credit memo for Mr***’s records. We certainly do apologize for any delay there may have been and we do hope the next transaction the customer has with Dell will be a more positive experience by far. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsThe representative advised Mr*** to complete the transfer of ownership form;
however, he elected not to comply***Furthermore, the product was purchased from a third party vendor; therefore, returns and exchanges are governed by the policies of the retailer where the Product was purchasedHis request for warranty attachment, prior to ownership transfer, or replacement product was respectfully deniedPlease note that Mr*** requested no further contact from the representativeWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants an on-site technician dispatched to troubleshoot printer issues We regret any dissatisfaction he may have experienced and
appreciate the feedback provided Per the terms and conditions of Dell’s Limited Hardware Warranty, to distinguish between software and hardware problems and determine whether and what dispatches might be necessary, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering warranty service Dell will not provide on-site technical assistance to evaluate or diagnose covered hardware components Since the date of the submission, a Dell representative contacted the customer to provide assistance and was told by the customer not to contact him again regarding this matter Should the customer reconsider and agree to troubleshoot with our representative, we ask that he contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
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
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. The customer has confirmed with *** his coil whine issue has been resolved. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Complaint: ***
I am rejecting this response because it does not address the root of the issue. I have a lemon computer from Dell. I am happy to eve accept a credit for the cost of the computer from Dell and would turn around and re-order another (but different) Dell laptop. This is a machine that is flawed - and again, I have owned Dell computers for many years and have never had this sort of issue or have ever been faced with these sorts of problems. I believe that the delay upon the original order (in April of 2017) is related to the problems I am having with this machine. The offer remains unacceptable and the wasted time of months that has been thrust upon me in dealing with a quality control issue is disheartening and disappointing. I ask for reconsideration before escalation on my end
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I accepted what you offered because I knew you would not do the RIGHT thing and credit my account.I wasted much time trying to get the xps working and your fixes were not fixes but more of my time wasted.The refurbished I accepted should come with a year warranty and not what I have remaining on the 8700.Your lack of doing "the honorable" thing (in my opinion ) means you have lost a customer for life and my recommendation of Dell products to others.Have a nice day
Regards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in 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 the Dell
representative; *** has reached out to the customer regarding the customer’s concerns relating to Dell’s failure to dispatch a pre-paid shipping label to the correct address and name so the customer could ship their system to Dell’s Depot for repair. The customer has expressed they have lost confidence in the process, so they requested *** to cancel the extended warranty and provide them with a refund. Since the extended warranty order is within the cancelation period, *** has confirmed with the customer the extended warranty has been canceled and the customer has received a full refund. We regret any dissatisfaction the customer may have experienced in this transaction; but we sincerely appreciate the feedback provided. The customer has ***’s contact information should they need any further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Complaint: ***
I am rejecting this response because: *** called on ThursdayI emailed him that Monday or Tuesday would be betterI was at a medical center all day MondayI don't count this as me being unreachable, I call this Dell not being flexibleI am sure I will be in touch with *** this weekTwo phone calls doesn't make me hard to reachThat is ridiculous
Regards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in 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 the Dell
representative; *** has authorized a replacement docking station shipped to the customer to resolve the technical problems the customer had been having with the Thunderbolt TBdock sent to them by Dell. The customer has received the dock and reports it is working as intendedWe regret any dissatisfaction the customer may have experienced in this transaction; but we sincerely appreciate the feedback provided. The customer has ***’s contact information should they need any further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in 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 to assist her with the computer system tech issues. The customer has expressed she only wants to ship the system to the depot for repair, she does not wish to participate in the necessary trouble-shooting process. *** has reminded the customer, per the Terms and Conditions of the system hardware warranty, any customer who wishes to receive service and support for their covered computer, must participate in the trouble-shooting process. It is quite possible the issue is not even hardware related but something that can be fixed right over the phone. But at this time, the customer has refused to do any trouble-shooting with ***. Dell has no other option then to close our case. The customer has ***’s contact information should she change her mind and decide she would like to receive assistance in this matter. Dell will be happy to reopen the case at that time to address the matter for our customer. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMs*** expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction she may have experienced and appreciate the feedback providedDell has a thirty (30) day
return period and, as the order invoiced during August, 2016, a return for a refund would not be an optionOur records indicate there have been no calls logged under Ms***’s Dell account since April, 2017, to indicate any unresolved or ongoing issuesWhen Ms*** purchased the computer, she opted for a one year warranty which has expiredOut of fairness to Dell customers who purchase warranty extensions, Dell will not be offering free out of warranty supportSince the date of the submission, a Dell representative contacted Ms*** to discuss her concernsOur representative denied her refund request and offered assistance via Dell’s fee-based out of warranty support should she want support from Dell. Ms*** declined the assistanceOur representative provided contact information and will remain available should she need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, per the terms and condition of the sale and the Dell Limited Warranty, respectfully denied Mr***’s request for an exchangeHowever, depot
service was offered to Mr***, which he declinedWe regret any dissatisfaction Mr*** may have experienced and *** remains available and may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because: We have spent literally days worth of hours with their tech deptwithout any positive results. We sent the computer back to their facility, twice, without any positive results. Computer is defective. This has now been almost a year, trying to work with a computer that doesn't function properly. The fact that they keep asking us to return it to their facility and have changed numerous parts, confirms they know there is a problem with the unit. This has been a year of dealing with them on the phone and sending the unit back to ***. We just don't see any purpose of sending the unit back yet again which is why that response is not acceptable. In addition, they have numerous people, supposedly representing them, harassing us with phone calls trying to sell us anti viral subscriptions.
Regards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in 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 authorized a system exchange to resolve the technical problems the customer had been having with their computer. The system has shipped to the alternative address provided by the customer, and was delivered on Monday, May 1, 2017. The customer has ***’s contact information should they need any further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative offered to provide a discount on a new order as a goodwill gesture due to the problemsIf the customer has any further questions or concerns the representative can be reached my emailing ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer replaced We regret any dissatisfaction she may have experienced and appreciate the feedback provided
Since the date of the submission, a Dell representative contacted the customer and, for customer satisfaction reasons, processed a system exchange The representative followed up with the customer to confirm receipt of the replacement computer and provided contact information should she need any further assistance We ask that she 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*** ***A Dell representative recently contacted Mr*** regarding his concernsThe representative worked with DFS (Dell Financial Services) to resolve this matterOur records
show that the credits for order# *** & *** have been processed in the form of a checkOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by 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: none of their information is correct I have contact Dell repeatly about this issue, none of which they have on recordThis computer has not worked in the year and a half that I have had it I have made a number of inquiries throughout the past months and they claim they only have one logged in their system That is untrue and insulting how their “response” team hinted that I was lying I have had an unusable computer and spent the last months getting the run around I will gladly send it back for a refund All I want is a computer that works.
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, assisted Mr*** with the installation of drivers and software and no further issues are reportedWe regret any dissatisfaction Mr*** may
have experienced and *** may be contacted via email at ***@Dell.com.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com,Dell representative *** is working with Mr*** *** to resolve the issues as reported in his complaintOur representative may be reached at ***@dell.com.Sincerely,Dell Advanced Resolution Team
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 submissionOur records indicate the Dell
representative; *** has been instrumental in assisting the customer to receive his full refund for the monitor retuned to Dell. On December 28, she sent the customer a copy of the credit memo for Mr***’s records. We certainly do apologize for any delay there may have been and we do hope the next transaction the customer has with Dell will be a more positive experience by far. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsThe representative advised Mr*** to complete the transfer of ownership form;
however, he elected not to comply***Furthermore, the product was purchased from a third party vendor; therefore, returns and exchanges are governed by the policies of the retailer where the Product was purchasedHis request for warranty attachment, prior to ownership transfer, or replacement product was respectfully deniedPlease note that Mr*** requested no further contact from the representativeWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants an on-site technician dispatched to troubleshoot printer issues We regret any dissatisfaction he may have experienced and
appreciate the feedback provided Per the terms and conditions of Dell’s Limited Hardware Warranty, to distinguish between software and hardware problems and determine whether and what dispatches might be necessary, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering warranty service Dell will not provide on-site technical assistance to evaluate or diagnose covered hardware components Since the date of the submission, a Dell representative contacted the customer to provide assistance and was told by the customer not to contact him again regarding this matter Should the customer reconsider and agree to troubleshoot with our representative, we ask that he contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc