Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Dell records indicate the customer has a Return to Dell Depot marepair service after Remote Diagnosis warranty for his computer When he reported the issue previously, for customer satisfaction reasons, Dell made an exception and provided on-site technical assistance to replace parts and the issue was resolved The customer has since reported the issue with his network and internet connectivity has returned Since the date of the submission, a Dell representative contacted the customer to provide assistance with troubleshooting and a depot repair service dispatch if necessary, which the customer declined The customer requested an exchange computer or a loaner computer during the time his computer was unavailable which our representative denied We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty Should he reconsider and want our assistance, we ask that he contact our representative at *** for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** **
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*** ***Our records indicate the original system has been received at Dell*** may be contacted at ***@Dell.comWe regret the dissatisfaction Mr*** may have
experienced and appreciate the feedback provided regarding his Dell experience
Sincerely,Advanced Resolution GroupIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative *** is investigating the issue with the credit card timeNormally if an order is cancelled the hold is removed from the funds within hoursThe representative will follow up with the customer once a resolution is in placeSincerely, Advanced Resolution Group FID # *** Dell
Today’s Date: 10/12/2015 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceAt this
time the amount of $ was credited to the original mode of payment on credit reference # ***We thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should there remain any questions or concerns. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative, ***, is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submissionWe remain available to assist and ask that the customer contact our representative at ***_***@Dell.com Sincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative explained the terms of sale and the return policy
***
***
Please note that our representative offered fee based software support for his retail order number ***; however, Mr*** elected not to accept our offer of assistanceHis request for free software support for refund was respectfully deniedWe 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
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceThe representative *** assisted in getting the return information updated correctly in the systemOnce completed the representative followed up and confirmed the remaining credit has been applied back to her credit cardPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** 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 submissionPlease allow me to extend our
sincere
apologies to Ms*** for the difficulties she has been experiencing
with her Dell Inspiron computer. As she
states in her letter, this system purchase is well outside the return period
and her hardware warranty is due to expire 02/11/2016; therefore the option to
return the equipment for a refund is not available. However, our
representative, *** has reached out to the customer; offering to be her point
of contact and assist her in resolving the technical problem she has been having
with her computer system. Unfortunately,
at this juncture, the customer has declined the offer of help. While it is certainly Ms
***’s prerogative to decline assistance, we do hope she changes her mind and call
back to work with *** to resolve this matter with finality. Please have the customer
contact our representative directly by email at ***[email protected] if she should need
any further assistance in this matter. In conclusion, we truly
regret any frustration or disappointment this matter may have caused, Ms***. We hope any future service opportunities will
result in nothing less than her complete satisfaction. Sincerely, Executive Support Team Incident ID# ***Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe cracked LCD is not covered under the hardware warranty but would be considered accidental/customer induced damage which the customer unfortunately did not purchaseSincerely, Advanced Resolution Group Incident ID#*** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr*** expressed dissatisfaction with communication and processing expectations for recent fee-based out of warranty support provided by DellWe regret any miscommunication which may have occurred and
appreciate the feedbackDell’s Limited Hardware Warranty covers hardware components that fail during use and does not cover physical damage to the hardware componentsSince the date of the submission, a Dell representative contacted Mr*** to discuss his concernsUpon further review, the computer had a damaged keyboard which was melted in some areas and had to be replacedOur representative sent pictures of the damage and denied Mr***’s refund requestWe ask that Mr*** contact our representative should there be any further questions regarding this matter. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate
Dell representative; *** has been in contact with the customer regarding her concerns. The customer is correct the system hardware warranty had expired 02/05/2016; therefore if the customer wishes Dell to assist her, there will be a fee for this service. *** has explained to the customer any out-of-warranty repair does carry a ninety (90) day guarantee. We certainly do apologize for any frustration or disappointment this matter may have caused our customer, but it is not fair to our customers who have paid for an extended hardware warranty, if we were to allow a free repair to someone who does not have an active warranty; we must be fair to all our customers. That being said, in the interest of customer satisfaction, *** has offered the customer a discount if she should decide to pay Dell for an out-of-warranty repair. At this time she has declined the offer; we hope the customer reconsiders and if she should, please have the customer contact our representative directly by email at ***@Dell.com and *** will be happy to assist her. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me even though my laptop is still making the occasional popping noise even though I've updated the drivers and biosI would like it to be put in my records with Dell that if this issue continues or gets worse that I won't have to file another Revdex.com complaint just to get it fixed
Regards,
*** ***
Complaint: ***
I am rejecting this response because: at this point it seems that my efforts to show that I was sold a defective computer is going on deaf's years. This company is beyond the worst company and I will never do business with it ever again. At this point, however, I am stuck. My boys are without a computer. I would love to be able to reject it completely, but I cannot afford to waste the money spent on this defective computer, not to mention the countless hours spent dealing with nothing but pure incompetency. I reached out to the point of contact at dell and left a voice mail and email for Sjreejith. I let him know to call me so I can get the refurbished computer despite strong hesitation.I do not want this matter closed until the situation if finalized and he returns my call. At this point there is zero trust that Dell is or will do the right thing. So until he calls me I like to have his matter open
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I have attempted to reach out to the customer service rep mentioned via email with possible times to discuss the situationI work two jobs and I can't always be available to talkI left my hours of availablity via email last week and I have not heard back from the above name repI called and the above name rep pver the weekend bit he was out of the officeI am available before noon
Regards,
*** ***
Complaint: ***
I am rejecting this response because: A technician went to my place or residency and replace parts of my laptopThe network problem seems to be resolve but the same day parts were replace I started having problems with the laptop's displayI contacted the rep assigned to my case and she is aware of it but I have problems communicating with her because she usually call me at times when I am not available to talk on the phoneAnd when I tried to call her I get routed to a voice mail when you are not allowed to leave a message.Today February at about 7:am I call the number she provided to me and a live person a answered the phone and she told me that she was going to leave a message to her so she can contact me backI have also provided, in the past, the hours when I am available to talk over the phone but even with that information it is difficult to keep in touch with the Dell representative.
Regards,
Antonio H***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***.A Dell representative recently contacted Mr*** regarding his concerns and explained the terms of saleOur representative informed him that the order was canceled due to
pricing error and cannot be reinstated
***
Please note that Dell makes every effort to avoid errors on the Dell site as we fully understand the bad experience it can cause Dell customers, and Dell. Sometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errors. Recently a promotion for two monitors and a monitor stand for $was erroneously listed on the Dell site for $169.99. Dell recognized this pricing error and corrected itAny unfulfilled orders were cancelled and notice was sent to customersWe 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: The issue was not resolved. The laptop still does access serviceThis information was submitted to the rep that contacted me directly when I spoke with him and later by email. On Friday June I again left a voicemail message for *** and email sent to ***, concerning this issue and explained that I was away on business, as I had explained to DELL throughout this entire process. Now they want to attached a service completion date when I have been stating a due by date of June and my need for a functioning device that DELL and their reps didn't care to honor.This process with DELL and the service provided by their reps continues to be deplorable
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative *** did address the request of a $credit and respectfully denied the requestOur records also indicate that the customer spoke to the returns department he requested a $credit and was advised at that time only a 10% discount could be offered which would be a $Our representative addressed the customer’s request again on 12/and respectfully denied the requestA credit of $was posted on 12/and will reflect on the next billing statementThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group INC# *** 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 his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Dell records indicate the customer has a Return to Dell Depot marepair service after Remote Diagnosis warranty for his computer When he reported the issue previously, for customer satisfaction reasons, Dell made an exception and provided on-site technical assistance to replace parts and the issue was resolved The customer has since reported the issue with his network and internet connectivity has returned Since the date of the submission, a Dell representative contacted the customer to provide assistance with troubleshooting and a depot repair service dispatch if necessary, which the customer declined The customer requested an exchange computer or a loaner computer during the time his computer was unavailable which our representative denied We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty Should he reconsider and want our assistance, we ask that he contact our representative at *** for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** **
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*** ***Our records indicate the original system has been received at Dell*** may be contacted at ***@Dell.comWe regret the dissatisfaction Mr*** may have
experienced and appreciate the feedback provided regarding his Dell experience
Sincerely,Advanced Resolution GroupIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative *** is investigating the issue with the credit card timeNormally if an order is cancelled the hold is removed from the funds within hoursThe representative will follow up with the customer once a resolution is in placeSincerely, Advanced Resolution Group FID # *** Dell
Today’s Date: 10/12/2015 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceAt this
time the amount of $ was credited to the original mode of payment on credit reference # ***We thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should there remain any questions or concerns. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative, ***, is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submissionWe remain available to assist and ask that the customer contact our representative at ***_***@Dell.com Sincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative explained the terms of sale and the return policy
***
***
Please note that our representative offered fee based software support for his retail order number ***; however, Mr*** elected not to accept our offer of assistanceHis request for free software support for refund was respectfully deniedWe 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
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceThe representative *** assisted in getting the return information updated correctly in the systemOnce completed the representative followed up and confirmed the remaining credit has been applied back to her credit cardPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** 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 submissionPlease allow me to extend our
sincere
apologies to Ms*** for the difficulties she has been experiencing
with her Dell Inspiron computer. As she
states in her letter, this system purchase is well outside the return period
and her hardware warranty is due to expire 02/11/2016; therefore the option to
return the equipment for a refund is not available. However, our
representative, *** has reached out to the customer; offering to be her point
of contact and assist her in resolving the technical problem she has been having
with her computer system. Unfortunately,
at this juncture, the customer has declined the offer of help. While it is certainly Ms
***’s prerogative to decline assistance, we do hope she changes her mind and call
back to work with *** to resolve this matter with finality. Please have the customer
contact our representative directly by email at ***[email protected] if she should need
any further assistance in this matter. In conclusion, we truly
regret any frustration or disappointment this matter may have caused, Ms***. We hope any future service opportunities will
result in nothing less than her complete satisfaction. Sincerely, Executive Support Team Incident ID# ***Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe cracked LCD is not covered under the hardware warranty but would be considered accidental/customer induced damage which the customer unfortunately did not purchaseSincerely, Advanced Resolution Group Incident ID#*** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr*** expressed dissatisfaction with communication and processing expectations for recent fee-based out of warranty support provided by DellWe regret any miscommunication which may have occurred and
appreciate the feedbackDell’s Limited Hardware Warranty covers hardware components that fail during use and does not cover physical damage to the hardware componentsSince the date of the submission, a Dell representative contacted Mr*** to discuss his concernsUpon further review, the computer had a damaged keyboard which was melted in some areas and had to be replacedOur representative sent pictures of the damage and denied Mr***’s refund requestWe ask that Mr*** contact our representative should there be any further questions regarding this matter. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate
Dell representative; *** has been in contact with the customer regarding her concerns. The customer is correct the system hardware warranty had expired 02/05/2016; therefore if the customer wishes Dell to assist her, there will be a fee for this service. *** has explained to the customer any out-of-warranty repair does carry a ninety (90) day guarantee. We certainly do apologize for any frustration or disappointment this matter may have caused our customer, but it is not fair to our customers who have paid for an extended hardware warranty, if we were to allow a free repair to someone who does not have an active warranty; we must be fair to all our customers. That being said, in the interest of customer satisfaction, *** has offered the customer a discount if she should decide to pay Dell for an out-of-warranty repair. At this time she has declined the offer; we hope the customer reconsiders and if she should, please have the customer contact our representative directly by email at ***@Dell.com and *** will be happy to assist her. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me even though my laptop is still making the occasional popping noise even though I've updated the drivers and biosI would like it to be put in my records with Dell that if this issue continues or gets worse that I won't have to file another Revdex.com complaint just to get it fixed
Regards,
*** ***
Complaint: ***
I am rejecting this response because: at this point it seems that my efforts to show that I was sold a defective computer is going on deaf's years. This company is beyond the worst company and I will never do business with it ever again. At this point, however, I am stuck. My boys are without a computer. I would love to be able to reject it completely, but I cannot afford to waste the money spent on this defective computer, not to mention the countless hours spent dealing with nothing but pure incompetency. I reached out to the point of contact at dell and left a voice mail and email for Sjreejith. I let him know to call me so I can get the refurbished computer despite strong hesitation.I do not want this matter closed until the situation if finalized and he returns my call. At this point there is zero trust that Dell is or will do the right thing. So until he calls me I like to have his matter open
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I have attempted to reach out to the customer service rep mentioned via email with possible times to discuss the situationI work two jobs and I can't always be available to talkI left my hours of availablity via email last week and I have not heard back from the above name repI called and the above name rep pver the weekend bit he was out of the officeI am available before noon
Regards,
*** ***
Complaint: ***
I am rejecting this response because: A technician went to my place or residency and replace parts of my laptopThe network problem seems to be resolve but the same day parts were replace I started having problems with the laptop's displayI contacted the rep assigned to my case and she is aware of it but I have problems communicating with her because she usually call me at times when I am not available to talk on the phoneAnd when I tried to call her I get routed to a voice mail when you are not allowed to leave a message.Today February at about 7:am I call the number she provided to me and a live person a answered the phone and she told me that she was going to leave a message to her so she can contact me backI have also provided, in the past, the hours when I am available to talk over the phone but even with that information it is difficult to keep in touch with the Dell representative.
Regards,
Antonio H***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***.A Dell representative recently contacted Mr*** regarding his concerns and explained the terms of saleOur representative informed him that the order was canceled due to
pricing error and cannot be reinstated
***
Please note that Dell makes every effort to avoid errors on the Dell site as we fully understand the bad experience it can cause Dell customers, and Dell. Sometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errors. Recently a promotion for two monitors and a monitor stand for $was erroneously listed on the Dell site for $169.99. Dell recognized this pricing error and corrected itAny unfulfilled orders were cancelled and notice was sent to customersWe 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: The issue was not resolved. The laptop still does access serviceThis information was submitted to the rep that contacted me directly when I spoke with him and later by email. On Friday June I again left a voicemail message for *** and email sent to ***, concerning this issue and explained that I was away on business, as I had explained to DELL throughout this entire process. Now they want to attached a service completion date when I have been stating a due by date of June and my need for a functioning device that DELL and their reps didn't care to honor.This process with DELL and the service provided by their reps continues to be deplorable
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative *** did address the request of a $credit and respectfully denied the requestOur records also indicate that the customer spoke to the returns department he requested a $credit and was advised at that time only a 10% discount could be offered which would be a $Our representative addressed the customer’s request again on 12/and respectfully denied the requestA credit of $was posted on 12/and will reflect on the next billing statementThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group INC# *** Dell Inc