Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants assistance with his computer and third party printer We regret any dissatisfaction he may have experienced and appreciate
the feedback provided Dell cannot warrant that the operation of any Dell product will be uninterrupted or error-free, specifically as it interacts with third party hardware Since the date of the submission, a Dell technical representative has taken ownership of the customer’s case and remained engaged to diagnose and repair the computer Our representative told the customer that Dell would be unable to assist with problems regarding the third party printer and it would be necessary to contact the manufacturer for support Our records indicate the computer has been returned to the customer and he may contact our representative at ***.***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
The return for credit is respectfully deniedTherefore this case is closed since the desired resolution is not possibleOur representative may be reached at ***@dell.com
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate
Dell representative; ***, in the interest of customer satisfaction, has authorized a system exchange per the Terms and Conditions of the Hardware Warranty, in order to resolve the tech issues the customer had been having with their computer. The replacement system was delivered to the customer on Wednesday, 11/08/at 11:am. Regarding data; data is the personal and confidential property of the end user; thus the sole responsibility for the data appropriately belongs to the end user. Dell encourages everyone to always backup their data to an external source; should something happen to the computer the data will be accessible. We appreciate the customer allowing Dell to address this matter for them. Additionally, we thank the Revdex.com for bringing the two parties together. Sincerely, Advanced Resolution Group Incident ID# *** Dell
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
Complaint: ***
I am rejecting this response because: I want to ensure that I am not misunderstanding this issue. My original order was placed on my Dell credit account. Due to Dell's inability to work with this client, a "replacement" order was made. I do not see why it is necessary for me to have further correspondence with Dell. Do I need to authorize payment to be made from my Dell account? Is that the only requirement to settle this issue? Please advise
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,
This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe customer first contact with us in regards to the requested discount was on 6/11/At this time Dell considers this issue closed
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 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
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.*** ***
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,
*** ***-***
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 a refund and compensation We regret any dissatisfaction the customer may have experienced and
appreciate the feedback provided Dell is not responsible for lost data or software as indicated in the terms and conditions of Dell’s Limited Hardware Warranty It is the customer’s responsibility to safeguard any data or software through periodic backups as Dell cannot warrant that the operation of any Dell product will be uninterrupted or error-free Since the date of the submission, a Dell representative has attempted multiple times to contact the customer by telephone and e-mail to discuss their concerns To date, the customer has not responded to the contact attempts Should the customer still need assistance, we ask that they contact our representative at ***@Dell.com for any assistance they may need regarding this matter.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
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 feedbackIt
appears that there was a problem with the authorization for the gift card and the order has been cancelled Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative contacted Dell’s Gift Card team on the customer’s behalf and the funds have been refunded to the gift card so that the customer can replace the order Dell will not be providing any concessions in this matter 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
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 spoken with the customer about their concerns. The customer has shared they are currently having problems with the USB Ports and the Motherboard on the system exchange shipped to them back on 03/22/2016. The customer believes the system being a reconditioned computer is the reason for the problems they are experiencing. *** has explained to the customer the Terms and Conditions of the hardware warranty, which clearly states that if Dell must exchange a part or a computer, we use both new and reconditioned parts for that repair; he has also reminded the customer the hardware warranty is currently expired. *** let the customer know, that our records indicate the customer had failed to return the original computer to Dell, which is also stated in the warranty contract; so until one system comes back to Dell, Dell will be unable to provide the customer with any service or support. The customer has expressed disappointment in Dell’s response. *** has invited the customer to contact him directly by email at ***@Dell.com if they should change their mind and decide they would welcome further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAfter further review, our representative processed an onsite service for hard drive replacementOur
records show that the onsite service was completed on June 29th, Our representative also followwith Mr*** to confirm resolutionWe 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 email at ***@Dell.com, in case Mr*** has any further concerns regarding this caseSincerely,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 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, 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 submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction
the customer may have experienced and appreciate the feedback providedThe representative authorized a return for creditCredit has posted and the representative has updated the customer credit will reflect on next billing cycleAny further concerns the customer may have we request the customer contact the representative at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsIn the interest of customer satisfaction, a product return was processedOur records show that the
credit for order# *** has been posted to the original form of paymentOur representative also followwith Ms*** to confirm resolutionWe 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
Today’s Date: 02/10/2016 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 correspondenceShould the customer still require assistance we ask the customer to reach out to ***@Dell.com with the continued concerns. 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 meI would like to add that there actually was a difference in the price, of $400, so the "no additional cost" part is not trueWhat I would really like to pass on to Dell is to be more honest with their customersEach time, I had to call to find out the status, Dell did not inform meI don't have a problem buying a product from a company that honestly tells me that it will take a while to get the systemHowever, when they promise that it will be delivered on one day, and it's actually delivered a week late, that's not rightPlease pass that message to Dell and consider this matter closed
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 assistance with his computer and third party printer We regret any dissatisfaction he may have experienced and appreciate
the feedback provided Dell cannot warrant that the operation of any Dell product will be uninterrupted or error-free, specifically as it interacts with third party hardware Since the date of the submission, a Dell technical representative has taken ownership of the customer’s case and remained engaged to diagnose and repair the computer Our representative told the customer that Dell would be unable to assist with problems regarding the third party printer and it would be necessary to contact the manufacturer for support Our records indicate the computer has been returned to the customer and he may contact our representative at ***.***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
The return for credit is respectfully deniedTherefore this case is closed since the desired resolution is not possibleOur representative may be reached at ***@dell.com
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate
Dell representative; ***, in the interest of customer satisfaction, has authorized a system exchange per the Terms and Conditions of the Hardware Warranty, in order to resolve the tech issues the customer had been having with their computer. The replacement system was delivered to the customer on Wednesday, 11/08/at 11:am. Regarding data; data is the personal and confidential property of the end user; thus the sole responsibility for the data appropriately belongs to the end user. Dell encourages everyone to always backup their data to an external source; should something happen to the computer the data will be accessible. We appreciate the customer allowing Dell to address this matter for them. Additionally, we thank the Revdex.com for bringing the two parties together. Sincerely, Advanced Resolution Group Incident ID# *** Dell
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
Complaint: ***
I am rejecting this response because: I want to ensure that I am not misunderstanding this issue. My original order was placed on my Dell credit account. Due to Dell's inability to work with this client, a "replacement" order was made. I do not see why it is necessary for me to have further correspondence with Dell. Do I need to authorize payment to be made from my Dell account? Is that the only requirement to settle this issue? Please advise
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,
This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe customer first contact with us in regards to the requested discount was on 6/11/At this time Dell considers this issue closed
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 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
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.*** ***
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,
*** ***-***
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 a refund and compensation We regret any dissatisfaction the customer may have experienced and
appreciate the feedback provided Dell is not responsible for lost data or software as indicated in the terms and conditions of Dell’s Limited Hardware Warranty It is the customer’s responsibility to safeguard any data or software through periodic backups as Dell cannot warrant that the operation of any Dell product will be uninterrupted or error-free Since the date of the submission, a Dell representative has attempted multiple times to contact the customer by telephone and e-mail to discuss their concerns To date, the customer has not responded to the contact attempts Should the customer still need assistance, we ask that they contact our representative at ***@Dell.com for any assistance they may need regarding this matter.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
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 feedbackIt
appears that there was a problem with the authorization for the gift card and the order has been cancelled Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative contacted Dell’s Gift Card team on the customer’s behalf and the funds have been refunded to the gift card so that the customer can replace the order Dell will not be providing any concessions in this matter 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
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 spoken with the customer about their concerns. The customer has shared they are currently having problems with the USB Ports and the Motherboard on the system exchange shipped to them back on 03/22/2016. The customer believes the system being a reconditioned computer is the reason for the problems they are experiencing. *** has explained to the customer the Terms and Conditions of the hardware warranty, which clearly states that if Dell must exchange a part or a computer, we use both new and reconditioned parts for that repair; he has also reminded the customer the hardware warranty is currently expired. *** let the customer know, that our records indicate the customer had failed to return the original computer to Dell, which is also stated in the warranty contract; so until one system comes back to Dell, Dell will be unable to provide the customer with any service or support. The customer has expressed disappointment in Dell’s response. *** has invited the customer to contact him directly by email at ***@Dell.com if they should change their mind and decide they would welcome further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAfter further review, our representative processed an onsite service for hard drive replacementOur
records show that the onsite service was completed on June 29th, Our representative also followwith Mr*** to confirm resolutionWe 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 email at ***@Dell.com, in case Mr*** has any further concerns regarding this caseSincerely,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 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, 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 submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction
the customer may have experienced and appreciate the feedback providedThe representative authorized a return for creditCredit has posted and the representative has updated the customer credit will reflect on next billing cycleAny further concerns the customer may have we request the customer contact the representative at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsIn the interest of customer satisfaction, a product return was processedOur records show that the
credit for order# *** has been posted to the original form of paymentOur representative also followwith Ms*** to confirm resolutionWe 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
Today’s Date: 02/10/2016 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 correspondenceShould the customer still require assistance we ask the customer to reach out to ***@Dell.com with the continued concerns. 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 meI would like to add that there actually was a difference in the price, of $400, so the "no additional cost" part is not trueWhat I would really like to pass on to Dell is to be more honest with their customersEach time, I had to call to find out the status, Dell did not inform meI don't have a problem buying a product from a company that honestly tells me that it will take a while to get the systemHowever, when they promise that it will be delivered on one day, and it's actually delivered a week late, that's not rightPlease pass that message to Dell and consider this matter closed
Regards,
*** ***