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 in receiving the $credit back to their original form of payment; Dell Preferred Account. We certainly do apologize for any frustration or inconvenience this matter may have caused the customer. 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
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,
*** ***
Complaint: ***
I am rejecting this response because:
Regards,
*** *** The new system referenced above is currently in testing with *** and has not shipped from DellI received a status update message from *** yesterday 11/21/which informed me the new system just arrived at Dell and testing of the new system would take about one week (exclusive of the Holiday weekend) and it would ship after that. This matter should not be closed until I have received this new system and able to determine it is also free of failuresThat cannot occur until all of my software has been re-loaded which could take a few daysDell has agreed to extend the amount of time of which I am to return my current system to accommodate these delaysThank you for the updates and your attention to this matter.*** ***
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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur records show the order number *** was delivered on December 8, under *** tracking
number ***
In the interest of customer satisfaction, our representative processed a partial account credit to the original form of payment and 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
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 with a new computer 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 part dispatches might be necessary, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering warranty service Further, systems which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative offered support consistent with Dell’s warranty, including performing diagnostics and setting up a repair if necessary The customer declined the assistance and requested a new computer, which our representative denied We remain ready to assist the customer within the terms of the warranty and our other policies Should the customer reconsider and agree to troubleshoot, 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
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
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 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, 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
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
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 follsubmission Mr*** expressed dissatisfaction with Dell’s response and wants a replacement battery at no charge We regret any dissatisfaction he may have experienced and appreciate the feedback provided Rechargeable batteries used in portable systems are considered consumables and will deteriorate over time based on a customer’s usage For this reason, per the terms of Dell’s Limited Hardware Warranty, a laptop battery is only covered for one year from the date of the invoice regardless of the term of the computer warranty Warranty coverage does not start over with parts replacement and the existing warranty would be transferred to replacement parts sent by Dell As previously indicated, Mr***’s warranty has expired and Dell will not be offering to replace the battery at no charge Since the date of the original submission, a Dell representative contacted Mr*** and, for customer satisfaction reasons, offered a twenty percent (20%) refund if he wanted to purchase a replacement battery As Dell’s stance remains unchanged, no further attempt will be made to reach Mr*** regarding this matterOur representative remains available to discuss these issues however there will be no change in the resolution offered.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 submissionThis matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe customer has spoken with a supervisor but continues to use language that is not conducive when looking for a resolutionAt this time Dell considers this issue closedOur representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** 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 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
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionWe request the customer follow up with the representative in the next days if he would like the take advantage of the offerThe representative can be reached by email at ***_***@Dell.com Advanced Resolution Group Incident *** Dell IncComplaint
Complaint: ***
I am rejecting this response because: first of all, the warranty info wasn't given to me. Secondly, I'm being constantly harassed by the resolution manager over a part that they have when they came onsite to repair but continue to claim I have it
Regards,
*** ***
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
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 in receiving the $credit back to their original form of payment; Dell Preferred Account. We certainly do apologize for any frustration or inconvenience this matter may have caused the customer. 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
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,
*** ***
Complaint: ***
I am rejecting this response because:
Regards,
*** *** The new system referenced above is currently in testing with *** and has not shipped from DellI received a status update message from *** yesterday 11/21/which informed me the new system just arrived at Dell and testing of the new system would take about one week (exclusive of the Holiday weekend) and it would ship after that. This matter should not be closed until I have received this new system and able to determine it is also free of failuresThat cannot occur until all of my software has been re-loaded which could take a few daysDell has agreed to extend the amount of time of which I am to return my current system to accommodate these delaysThank you for the updates and your attention to this matter.*** ***
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
Complaint: ***
I am rejecting this response because: Still unresolved
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur records show the order number *** was delivered on December 8, under *** tracking
number ***
In the interest of customer satisfaction, our representative processed a partial account credit to the original form of payment and 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
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 with a new computer 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 part dispatches might be necessary, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering warranty service Further, systems which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative offered support consistent with Dell’s warranty, including performing diagnostics and setting up a repair if necessary The customer declined the assistance and requested a new computer, which our representative denied We remain ready to assist the customer within the terms of the warranty and our other policies Should the customer reconsider and agree to troubleshoot, 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
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
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***
Complaint: ***
I am rejecting this response because:I have replied times to ***'s emailsToday she finally replied to me
Regards,
** ***
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, 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
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
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 follsubmission Mr*** expressed dissatisfaction with Dell’s response and wants a replacement battery at no charge We regret any dissatisfaction he may have experienced and appreciate the feedback provided Rechargeable batteries used in portable systems are considered consumables and will deteriorate over time based on a customer’s usage For this reason, per the terms of Dell’s Limited Hardware Warranty, a laptop battery is only covered for one year from the date of the invoice regardless of the term of the computer warranty Warranty coverage does not start over with parts replacement and the existing warranty would be transferred to replacement parts sent by Dell As previously indicated, Mr***’s warranty has expired and Dell will not be offering to replace the battery at no charge Since the date of the original submission, a Dell representative contacted Mr*** and, for customer satisfaction reasons, offered a twenty percent (20%) refund if he wanted to purchase a replacement battery As Dell’s stance remains unchanged, no further attempt will be made to reach Mr*** regarding this matterOur representative remains available to discuss these issues however there will be no change in the resolution offered.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 submissionThis matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe customer has spoken with a supervisor but continues to use language that is not conducive when looking for a resolutionAt this time Dell considers this issue closedOur representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** 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 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
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionWe request the customer follow up with the representative in the next days if he would like the take advantage of the offerThe representative can be reached by email at ***_***@Dell.com Advanced Resolution Group Incident *** Dell IncComplaint
Complaint: ***
I am rejecting this response because: first of all, the warranty info wasn't given to me. Secondly, I'm being constantly harassed by the resolution manager over a part that they have when they came onsite to repair but continue to claim I have it
Regards,
*** ***
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