Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A gift card was processed for the promotion and incentives offeredOur representative, ***, advised Mr*** on the terms and conditions of the Gift
Card
***
We regret any dissatisfaction Mr*** may have experienced and *** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Revdex.com 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. *** has explained to the customer Dell needs a copy of the invoice of his purchase from Staples in order to transfer ownership of the computer and apply its warranty. After that Dell can issue service per the terms and conditions of said warranty. Should the customer have any additional concerns 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. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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
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 to discuss their concerns. *** has explained to the customer that the Dell Monitor - S2415H they were attempting to purchase from Dell’s website, had been a pricing error, so this is why the order had been canceled. *** has apologized for any disappointment or inconvenience this matter may have caused the customer. Please know Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we have a disclaimer which indicates that Dell reserves the right to deny the processing of any orders arising from pricing or other errors. *** has respectfully informed the customer, that we are sorry, but we are unable to honor the wrong price. We appreciate the customer and the Revdex.com for taking the time to bring this observation to our attention. 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 Ms*** ***Customer expressed dissatisfaction with Dell service and support and wants another 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 concernsAs per the terms of the Warranty www.Dell.com/Warranty, our representative is continuing to provided technical assistanceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:It took Dell two months---TWO MONTHS---to refund our moneyThis is extremely poor customer service, and entirely unacceptableBecause Dell was holding our money for so long, we had difficulty paying our regular billsWe feel that Dell owes us more than just the refund of the computerWe would like some financial compensation for the trouble they caused us, a trouble that began when they sent us a faulty computer
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I never stated that the computer is now in proper working orderI have not used it much since I got it backI am going to have to use it for a couple of weeks to make sure that it is in proper working order since the issue I had did not happen on a daily basis and only occurred occasionally
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell order We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Since the date of the submission, our records indicate the customer was sent a replacement computer A Dell representative contacted the customer to discuss his concerns and verified receipt of the replacement We ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Representative DID NOT try to contact by phone call! That is a blatant lie! I rec'd email from rep on 1/1/and not again until AFTER you provided this erroneous response through the Revdex.com site! Your response was provided at approx 4:p.mEastern on 1/8/16, then rep sent email at approx p.mEastern on 1/8/He has NOT called me nor has he really tried to contact me! THIS is the exact manner in which Dell has addressed this entire complaint...with lies and half truths as well as trying to blame ME for the issues and the failure to reach an amicable solution!
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concerns related to order# ***Please note that our representative made multiple attempts to reach Ms
***; however, has not been able to further discuss the contents of her correspondenceWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
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 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
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
Dell rep contacted me and we agreed on a hundred dollar gift certificate to use at Dell instead of a refund to my credit cardI received the gift certificate promptly and was able to use it immediatelyI am glad that Dell followed through with my complaint and resolved the matterThe Dell rep in charge of my case called me several times to make sure I was satisfiedThis shows me that Dell cares about their customers and I now feel comfortable ordering from them again
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The transaction is incompleteReplacement system received October 2015; I have yet to sthe system and confirm functionalityAlso yet to occur is the return of the defective system; warranty on the replacement system does not go into effect until the defective system is returned I did not receive a Return Shipping Label.I am awaiting response from an email to *** *** in regard to request for Return Shipping Label.I will not operate the New/replacement system until the warranty has transferred. At this time it is premature to motion to close, essentially it is not the proper proceedure for "Dell" to close the complaint when matters are being handled solely in proceedures between Mr *** *** - Advanced Resolutions representive, myself, and Revdex.com
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 customer’s follow up submissionThe Dell representative *** is in contact with the customer another depot service was authorized which is in accordance under the terms and conditions of the warrantyThe representative has updated the severity of the service with the depot so that it is given higher priorityThe representative will maintain ownership of the account and will update once return shipping information is availableSincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund Since the date of the submission, a Dell representative contacted the customer to discuss his concerns The
customer requested a refund however our representative told the customer we would be unable to stop the shipment which was in progress and a refund would not be possible without the order being returned to Dell Subsequently our representative attempted to contact the customer by e-mail and, to date, there has been no response by the customer to the follmessages sent by our representative Should the customer still need assistance, we ask that he contact the representative at ***_***@Dell.com for any further assistance he may need regarding this matter.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 communication and processing expectations for a recent Dell order We regret any miscommunication which may have occurred and appreciate the feedbackDell
makes every effort to avoid errors on the Dell site and in our communications with customers 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 Since the date of the submission, a Dell representative contacted the customer to advise that the order could not be placed at the price he requested due to a pricing error and, per Dell policy we would be unable to process an order at the incorrect price The customer may contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell Inc
Dear Revdex.com,Dell representative ***_*** contacted Mr*** *** to work with him to resolve the issues as reported in his complaintOur representative arranged for Mr*** to receive a replacement TV due to the original TV being damaged during shippingMr***
reports that he received the replacement TV and it is working fineOur representative closed the case but remains available to assist in resolving all issues as originally reported and any directly related issuesOur representative may be reached at ***_***@dell.com.Sincerely,Dell Advanced Resolution Team
Complaint: ***
I am rejecting this response because: The monitor was NOT ordered several days later it was "included" I told *** when I spoke to him that I would accept the Goodwill gesture of $off my New Monitor on the Dell Preferred Account but his reply here is misleading. I can send Revdex.com the receipt showing the monitor was "included" as told to me by the sales tech. What is really upsetting is the fact that when you order a new PC, the monitor is always included, you could not use the new pc system without it. They even told me it was includedThen when you go to their website to order a new monitor it says they include a three year warrantySo even if the monitor was not included, the three year warranty should be honored.
Regards,
*** ***-***
Complaint: ***
I am rejecting this response because:The problem still exists and continues and doesn’t appear to be fixedThe videos of the problems have sent to DELL’s representativeDELL sent the computer back to me on February 08, On February 13, 2018, DELL’s representative called me and I informed them the problem persistsPlease read the details of the problems belowSituation # 1: It appears that there this problem has not been fixedWhen I pull my AC-adapter power cord out to run it on battery sometimes, it makes some flickering noises and computer freezes for few momentsThree different videos related to the issue with a date stamp displaying February 19, 2018, has been sent to DELL Situation # 2: This problem appears to be reduced a little but not fixed completelyThe laptop continues to randomly freeze and displays grey or white screen, and displays flickering and horizontal white blinking lines and dotsHowever, after DELL returned the computer, the issue appears to happen seldom but not as often as previouslyThus, it would be difficult to make a current video of the issue because I must have a camera handy and ready the moment it happensAlthough I did send him an older video of January 21, 2018, when the issue appeared to happen more often and for a longer periodSituation # 3: I see that while playing videos there is momentary corruption in the videos, and I was able to capture itA video related to the issue with a date stamp displaying February 19, 2018, has been sent to DELLIt appears that the issues will only get worse over time and may result in serious complications, and then I may have deal with them alone. Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A gift card was processed for the promotion and incentives offeredOur representative, ***, advised Mr*** on the terms and conditions of the Gift
Card
***
We regret any dissatisfaction Mr*** may have experienced and *** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Revdex.com 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. *** has explained to the customer Dell needs a copy of the invoice of his purchase from Staples in order to transfer ownership of the computer and apply its warranty. After that Dell can issue service per the terms and conditions of said warranty. Should the customer have any additional concerns 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. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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
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 to discuss their concerns. *** has explained to the customer that the Dell Monitor - S2415H they were attempting to purchase from Dell’s website, had been a pricing error, so this is why the order had been canceled. *** has apologized for any disappointment or inconvenience this matter may have caused the customer. Please know Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we have a disclaimer which indicates that Dell reserves the right to deny the processing of any orders arising from pricing or other errors. *** has respectfully informed the customer, that we are sorry, but we are unable to honor the wrong price. We appreciate the customer and the Revdex.com for taking the time to bring this observation to our attention. 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 Ms*** ***Customer expressed dissatisfaction with Dell service and support and wants another 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 concernsAs per the terms of the Warranty www.Dell.com/Warranty, our representative is continuing to provided technical assistanceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:It took Dell two months---TWO MONTHS---to refund our moneyThis is extremely poor customer service, and entirely unacceptableBecause Dell was holding our money for so long, we had difficulty paying our regular billsWe feel that Dell owes us more than just the refund of the computerWe would like some financial compensation for the trouble they caused us, a trouble that began when they sent us a faulty computer
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I never stated that the computer is now in proper working orderI have not used it much since I got it backI am going to have to use it for a couple of weeks to make sure that it is in proper working order since the issue I had did not happen on a daily basis and only occurred occasionally
Regards,
*** ***
Thank you for the letter from *** ***Our representative has attempted to contact the customer to discuss the contents
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell order We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Since the date of the submission, our records indicate the customer was sent a replacement computer A Dell representative contacted the customer to discuss his concerns and verified receipt of the replacement We ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Representative DID NOT try to contact by phone call! That is a blatant lie! I rec'd email from rep on 1/1/and not again until AFTER you provided this erroneous response through the Revdex.com site! Your response was provided at approx 4:p.mEastern on 1/8/16, then rep sent email at approx p.mEastern on 1/8/He has NOT called me nor has he really tried to contact me! THIS is the exact manner in which Dell has addressed this entire complaint...with lies and half truths as well as trying to blame ME for the issues and the failure to reach an amicable solution!
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concerns related to order# ***Please note that our representative made multiple attempts to reach Ms
***; however, has not been able to further discuss the contents of her correspondenceWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
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 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
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
Dell rep contacted me and we agreed on a hundred dollar gift certificate to use at Dell instead of a refund to my credit cardI received the gift certificate promptly and was able to use it immediatelyI am glad that Dell followed through with my complaint and resolved the matterThe Dell rep in charge of my case called me several times to make sure I was satisfiedThis shows me that Dell cares about their customers and I now feel comfortable ordering from them again
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The transaction is incompleteReplacement system received October 2015; I have yet to sthe system and confirm functionalityAlso yet to occur is the return of the defective system; warranty on the replacement system does not go into effect until the defective system is returned I did not receive a Return Shipping Label.I am awaiting response from an email to *** *** in regard to request for Return Shipping Label.I will not operate the New/replacement system until the warranty has transferred. At this time it is premature to motion to close, essentially it is not the proper proceedure for "Dell" to close the complaint when matters are being handled solely in proceedures between Mr *** *** - Advanced Resolutions representive, myself, and Revdex.com
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 customer’s follow up submissionThe Dell representative *** is in contact with the customer another depot service was authorized which is in accordance under the terms and conditions of the warrantyThe representative has updated the severity of the service with the depot so that it is given higher priorityThe representative will maintain ownership of the account and will update once return shipping information is availableSincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund Since the date of the submission, a Dell representative contacted the customer to discuss his concerns The
customer requested a refund however our representative told the customer we would be unable to stop the shipment which was in progress and a refund would not be possible without the order being returned to Dell Subsequently our representative attempted to contact the customer by e-mail and, to date, there has been no response by the customer to the follmessages sent by our representative Should the customer still need assistance, we ask that he contact the representative at ***_***@Dell.com for any further assistance he may need regarding this matter.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 communication and processing expectations for a recent Dell order We regret any miscommunication which may have occurred and appreciate the feedbackDell
makes every effort to avoid errors on the Dell site and in our communications with customers 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 Since the date of the submission, a Dell representative contacted the customer to advise that the order could not be placed at the price he requested due to a pricing error and, per Dell policy we would be unable to process an order at the incorrect price The customer may contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell Inc
Dear Revdex.com,Dell representative ***_*** contacted Mr*** *** to work with him to resolve the issues as reported in his complaintOur representative arranged for Mr*** to receive a replacement TV due to the original TV being damaged during shippingMr***
reports that he received the replacement TV and it is working fineOur representative closed the case but remains available to assist in resolving all issues as originally reported and any directly related issuesOur representative may be reached at ***_***@dell.com.Sincerely,Dell Advanced Resolution Team
Complaint: ***
I am rejecting this response because: The monitor was NOT ordered several days later it was "included" I told *** when I spoke to him that I would accept the Goodwill gesture of $off my New Monitor on the Dell Preferred Account but his reply here is misleading. I can send Revdex.com the receipt showing the monitor was "included" as told to me by the sales tech. What is really upsetting is the fact that when you order a new PC, the monitor is always included, you could not use the new pc system without it. They even told me it was includedThen when you go to their website to order a new monitor it says they include a three year warrantySo even if the monitor was not included, the three year warranty should be honored.
Regards,
*** ***-***
Complaint: ***
I am rejecting this response because:The problem still exists and continues and doesn’t appear to be fixedThe videos of the problems have sent to DELL’s representativeDELL sent the computer back to me on February 08, On February 13, 2018, DELL’s representative called me and I informed them the problem persistsPlease read the details of the problems belowSituation # 1: It appears that there this problem has not been fixedWhen I pull my AC-adapter power cord out to run it on battery sometimes, it makes some flickering noises and computer freezes for few momentsThree different videos related to the issue with a date stamp displaying February 19, 2018, has been sent to DELL Situation # 2: This problem appears to be reduced a little but not fixed completelyThe laptop continues to randomly freeze and displays grey or white screen, and displays flickering and horizontal white blinking lines and dotsHowever, after DELL returned the computer, the issue appears to happen seldom but not as often as previouslyThus, it would be difficult to make a current video of the issue because I must have a camera handy and ready the moment it happensAlthough I did send him an older video of January 21, 2018, when the issue appeared to happen more often and for a longer periodSituation # 3: I see that while playing videos there is momentary corruption in the videos, and I was able to capture itA video related to the issue with a date stamp displaying February 19, 2018, has been sent to DELLIt appears that the issues will only get worse over time and may result in serious complications, and then I may have deal with them alone. Regards,
*** ***