Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***.While I do approve the next step that Dell has offered to run further diagnostics on my computer, the action has not yet been performed by Dell, so satisfaction has not yet been met.The rep called again on Aug to state that the return box being sent to me has been delayed, and he will be in touch, but unsure of the timeline. So at this time, the action on their part has not yet been completed.I am hopeful that they will carry through as promised, and that is still to be determined
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10677134, 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 his computer repaired We regret any dissatisfaction he may have experienced and appreciate the feedback Since the
date of the submission, Dell representatives contacted the customer to assist in resolving the technical issues Our records indicate a service dispatch has been processed to fix the computer The customer may contact our representative at ***@dellteam.com 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
I have contacted fedex and they informed me that there would not be any claim to submit since they have a relationship with Dell and to contact themAs I informed the Dell employee that I will not send back my original PC because I do not have another one to useThis is mine that I paid for and unless you are refunding my money I am not sending it backI have time to go to a police station to fill out a report, not am I barely in this city to do soAt this point because Dell is no longer assisting me I am breaking communicationThey have made this a miserable experience and I will never purchase anything from them againThe customer service has been the worst I have ever seenI will be selling my original computer that I paid for with my own moneyIf you are trying to recover the unit that is missing I suggest you work something out with Fedex or the Pasco county police departmentThis is out of my hands at this pointAny attempt to charge me for this device that I never received will result in a lawsuit.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Notification has not been made the return was credited to my Dell credit accountDue to past history (where a returned item to Dell took nearly two months to credit) I would like to keep the current complaint open until said credit is applied to my Dell credit account and I am notified of such.
Regards,
*** ***
Thank you for providing a copy of the customer’s submission. Dell representative, *** has been assigned to this case and has been in contact with the customer by phone and email; in their attempt to work with the customer and bring this matter to a reasonable resolution. ***
has offered the customer a rather large discount if they should pay Dell for the repair; $plus tax. At present, the customer has indicated they are not interested in taking advantage of the offer. We ask that the customer reconsiders and contact ***, who can be reached directly by email at *** if they should change their mind and decide to accept the offer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactoryAlthough I would like to note that it took the business well over a month to issue the refund which should have been processed immediatelyAs such, I wish that anyone any everyone stop doing business with Dell, they have terrible policies and even worse customer service
Regards,
*** ***
Dear Revdex.com, Our records indicate that representative *** has reached back out to the customer to assistAt this time the representative is waiting on the customer to be availableWe ask that the customer follow up with the representative by emailing ***@Dell.comSincerely Advanced Resolution Group Incident *** 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
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, Our records indicate that a Dell representative contacted the customer who again refuses to provide additional information to assist herThe Customer also stated to the representative she no longer wishes to discuss the issueThe customer’s request to send her original order is not an option as we have explained in earlier updatesAt this time Dell has moved to close this complaintSincerely Advanced Resolution Group Incident *** Dell
Thank you for providing a copy of the customers’ submissionDell representative ***, is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintPlease have the customer contact the representative by email at
***
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 repaired or replaced We regret any dissatisfaction he 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 service dispatch to repair the computer Upon follow up, the customer told our representative that the computer has been repaired and there are no further issues We ask that he 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 concernsMr*** purchased the unit from 3rd party; therefore, was asked to provide a valid proof of purchase and
complete the transfer of ownership form
***
After completion of form, it was determined that the limited hardware warranty expired on May 11, Our representative offered fee based repair; however, Mr*** elected not to accept our offer of assistanceHis request for free repair was respectfully deniedWe regret any dissatisfaction he 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 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 his computer replaced or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Since the date of the submission, our records indicate an exchange computer has been sent to the customer A Dell representative contacted the customer to discuss his concerns and advise that we would be unable to process a refund or exchange for a different computer at this time The customer may 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,
*** ***
Dell representative, *** will continue to be the customers’ point of contactAs an exception the representative has authorized for the system to be sent to the depot for diagnostic reviewThe representative has authorized for packing material and a prepaid shipping label be sentIf there is a hardware failure that does not fall under accidental damage a repair will be doneWe remain available to assist and ask that the customer contact the representative ***@Dell.com
Dear Revdex.com, I am writing on behalf of Dell Incas a response regarding the complaint of Mr*** ***Thank you for the opportunity to address his concernsA Dell representative, *** has been in contact with Mr*** of not receiving an exchange computer for the one he owns
that could not be repaired under warranty due to part shortages*** has processed a system exchange and Mr*** has now received his replacement computerWe ask that Mr*** contact our representative at ***@Dell.com with any further questions regarding this matterDell now moves to close this complaintSincerely Advanced Resolution Group Incident *** 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 Charlotte from the Texas corporate office has taken over the customer’s accountThe representative is attempting to reach the customer by phone and emailWe ask that Mr*** please follow up with the representative by emailing ***@Dell.comSincerely, 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 concernsThe representative explained the terms and conditions of Dell’s limited hardware warranty, which
dictate that software issues are not covered under the warranty
***Our representative offered technical assistance, as well as, depot service; however, Mr*** elected not to accept our offer of assistanceMr*** is demanding an onsite technician for troubleshooting technical issues or a new replacement unitHis requests were respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***.While I do approve the next step that Dell has offered to run further diagnostics on my computer, the action has not yet been performed by Dell, so satisfaction has not yet been met.The rep called again on Aug to state that the return box being sent to me has been delayed, and he will be in touch, but unsure of the timeline. So at this time, the action on their part has not yet been completed.I am hopeful that they will carry through as promised, and that is still to be determined
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10677134, 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 his computer repaired We regret any dissatisfaction he may have experienced and appreciate the feedback Since the
date of the submission, Dell representatives contacted the customer to assist in resolving the technical issues Our records indicate a service dispatch has been processed to fix the computer The customer may contact our representative at ***@dellteam.com 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
I have contacted fedex and they informed me that there would not be any claim to submit since they have a relationship with Dell and to contact themAs I informed the Dell employee that I will not send back my original PC because I do not have another one to useThis is mine that I paid for and unless you are refunding my money I am not sending it backI have time to go to a police station to fill out a report, not am I barely in this city to do soAt this point because Dell is no longer assisting me I am breaking communicationThey have made this a miserable experience and I will never purchase anything from them againThe customer service has been the worst I have ever seenI will be selling my original computer that I paid for with my own moneyIf you are trying to recover the unit that is missing I suggest you work something out with Fedex or the Pasco county police departmentThis is out of my hands at this pointAny attempt to charge me for this device that I never received will result in a lawsuit.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Notification has not been made the return was credited to my Dell credit accountDue to past history (where a returned item to Dell took nearly two months to credit) I would like to keep the current complaint open until said credit is applied to my Dell credit account and I am notified of such.
Regards,
*** ***
Thank you for providing a copy of the customer’s submission. Dell representative, *** has been assigned to this case and has been in contact with the customer by phone and email; in their attempt to work with the customer and bring this matter to a reasonable resolution. ***
has offered the customer a rather large discount if they should pay Dell for the repair; $plus tax. At present, the customer has indicated they are not interested in taking advantage of the offer. We ask that the customer reconsiders and contact ***, who can be reached directly by email at *** if they should change their mind and decide to accept the offer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactoryAlthough I would like to note that it took the business well over a month to issue the refund which should have been processed immediatelyAs such, I wish that anyone any everyone stop doing business with Dell, they have terrible policies and even worse customer service
Regards,
*** ***
Dear Revdex.com, Our records indicate that representative *** has reached back out to the customer to assistAt this time the representative is waiting on the customer to be availableWe ask that the customer follow up with the representative by emailing ***@Dell.comSincerely Advanced Resolution Group Incident *** 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
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, Our records indicate that a Dell representative contacted the customer who again refuses to provide additional information to assist herThe Customer also stated to the representative she no longer wishes to discuss the issueThe customer’s request to send her original order is not an option as we have explained in earlier updatesAt this time Dell has moved to close this complaintSincerely Advanced Resolution Group Incident *** Dell
Thank you for providing a copy of the customers’ submissionDell representative ***, is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintPlease have the customer contact the representative by email at
***
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 repaired or replaced We regret any dissatisfaction he 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 service dispatch to repair the computer Upon follow up, the customer told our representative that the computer has been repaired and there are no further issues We ask that he 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 concernsMr*** purchased the unit from 3rd party; therefore, was asked to provide a valid proof of purchase and
complete the transfer of ownership form
***
After completion of form, it was determined that the limited hardware warranty expired on May 11, Our representative offered fee based repair; however, Mr*** elected not to accept our offer of assistanceHis request for free repair was respectfully deniedWe regret any dissatisfaction he 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 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 his computer replaced or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Since the date of the submission, our records indicate an exchange computer has been sent to the customer A Dell representative contacted the customer to discuss his concerns and advise that we would be unable to process a refund or exchange for a different computer at this time The customer may 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,
*** ***
Dell representative, *** will continue to be the customers’ point of contactAs an exception the representative has authorized for the system to be sent to the depot for diagnostic reviewThe representative has authorized for packing material and a prepaid shipping label be sentIf there is a hardware failure that does not fall under accidental damage a repair will be doneWe remain available to assist and ask that the customer contact the representative ***@Dell.com
Dear Revdex.com, I am writing on behalf of Dell Incas a response regarding the complaint of Mr*** ***Thank you for the opportunity to address his concernsA Dell representative, *** has been in contact with Mr*** of not receiving an exchange computer for the one he owns
that could not be repaired under warranty due to part shortages*** has processed a system exchange and Mr*** has now received his replacement computerWe ask that Mr*** contact our representative at ***@Dell.com with any further questions regarding this matterDell now moves to close this complaintSincerely Advanced Resolution Group Incident *** 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 Charlotte from the Texas corporate office has taken over the customer’s accountThe representative is attempting to reach the customer by phone and emailWe ask that Mr*** please follow up with the representative by emailing ***@Dell.comSincerely, 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 concernsThe representative explained the terms and conditions of Dell’s limited hardware warranty, which
dictate that software issues are not covered under the warranty
***Our representative offered technical assistance, as well as, depot service; however, Mr*** elected not to accept our offer of assistanceMr*** is demanding an onsite technician for troubleshooting technical issues or a new replacement unitHis requests were respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur 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