Dear Revdex.com,Thank you for providing a copy of Ms***’s submission Ms*** expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date
of the submission, a Dell representative contacted Ms*** to discuss her concerns Our representative, for customer satisfaction reasons, processed a Return Authorization for a full refund The computer has subsequently been returned to Dell and a refund for has posted to her Dell account Ms*** should see this reflected on her next monthly billing statement for the MasterCard used for the original purchase She may contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: at this point it seems that my efforts to show that I was sold a defective computer is going on deaf's years. This company is beyond the worst company and I will never do business with it ever again. At this point, however, I am stuck. My boys are without a computer. I would love to be able to reject it completely, but I cannot afford to waste the money spent on this defective computer, not to mention the countless hours spent dealing with nothing but pure incompetency. I reached out to the point of contact at dell and left a voice mail and email for Sjreejith. I let him know to call me so I can get the refurbished computer despite strong hesitation.I do not want this matter closed until the situation if finalized and he returns my call. At this point there is zero trust that Dell is or will do the right thing. So until he calls me I like to have his matter open
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I 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 customerDell position will remain the same and unchanged unless the customer has a different tracking number that she can provide for the system she states she sent inBut the system we returned to her was received under Tracking # ***If the customer has any further questions she may contact the representative by emailing ***@Dell.com
Sincerely,
Advanced Resolution Group
*** Dell Inc
Complaint: ***
I am rejecting this response because:What Dell is currently doing - fulfilling the obligation to send the correct product to me according to the contract.What Dell have not done - to negotiate with me about any relief for the months delay and twice return of product.If Dell admits that no relief will be offered to customer like me, I will stop and respond "accept" to this caseAnd I, as a customer, will share with my friends or anyone interested in purchasing computer my experience
Regards,
*** **
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr*** expressed dissatisfaction with communication and processing expectations for recent fee-based out of warranty support provided by DellWe regret any miscommunication which may have occurred and
appreciate the feedbackDell’s Limited Hardware Warranty covers hardware components that fail during use and does not cover physical damage to the hardware componentsSince the date of the submission, a Dell representative contacted Mr*** to discuss his concernsUpon further review, the computer had a damaged keyboard which was melted in some areas and had to be replacedOur representative sent pictures of the damage and denied Mr***’s refund requestWe ask that Mr*** contact our representative should there be any further questions regarding this matter. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I would like you to know that Dell has exchanged my computer for a brand new oneI received the new one todayI would like to thank you very much for your help with this matterI am very pleased with the way the Revdex.com handled and solved this problemIt was done very quickly once I asked you for helpThank you again!Regards,
*** ***
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,
Thank you for the opportunity to address the correspondence submitted by Mrs*** * ***Customer expressed dissatisfaction with Dell service and support and wants a new 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 concerns and provide assistanceOur records indicate, a Depot service was issued; however, the customer elected not to mathe unit for serviceAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered a certified replacement unitPlease note that the customer declined our offer of assistanceTheir request for a new replacement was respectfully deniedWe remain ready to assist within the terms of Dell’s limited hardware warranty and our other policiesShould Mrs*** have any additional concerns regarding this case, can reach out to our representative directly by e-mail at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Complaint: ***
I am rejecting this response because: I did not sign for the refurbished laptop that was sent to me, it was left on the front porch of my house. What was I suppose to do when it was left at my house? I opened it after receiving a call from Dell to make sure that I did receive it. When opening the box with the refurbished laptop it was suppose to identical to my new laptop but it was a different color. I left a email message stating that it is a different color but I decided to keep it without the hassle of returning yet another one. As I started to work on the refurbished one it needed a lot of updates done to it, which I did. A lot of apps were not present on the start up screen and needed to be loaded, I guess the previous owner had removed them. Also the keyboard does not light up like my new one that I purchased from QVC and was a great feature and per their Tech Support it will need to be replaced and will require a technician to come to my house to replace it.They also did send me a coupon for merchandise to be spent in their Dell Store for compensation, which we have gone over in our data package for the last months. *** called to make sure that I did receive the email with the coupon.I have been working with Dell since April and I am so tired of dealing with them all I would like is my money back so that I can go and purchase a laptop other than Dell. I have been very patient with these people and it seems to keep getting worse instead of better. They keep telling me that their warranty is days for a new replacement and will only replace with a refurbished one, which is someone else's junk or problem.I need your help to get my money back because at this point I don't even want a new laptop! I hope they don't treat all .their customers like I have been treated. It has been very frustrating dealing with this and it seems like a nightmare and I keep hoping I can wakeup from it and things would be better. I don't know what else to do. Now the technician is calling to replace the keyboard, why wasn't this all checkout before sending this refurbished one to me
Regards,
*** ***
Dear Revdex.com I am writing on behalf of
Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative, ***, contacted the customer confirmed order and return tracking informationThe representative expedited the credit with the receiving department and confirmed credit has postedWe remain available to assist the customer if there are any further concerns the representative can be reached by email ***@Dell.comAdvanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe cracked LCD is not covered under the hardware warranty but would be considered accidental/customer induced damage which the customer unfortunately did not purchaseSincerely, Advanced Resolution Group Incident ID#*** Dell Inc
Complaint: ***
I am rejecting this response because: The laptop is still not functioning properly, and dell has stopped responding to my emails about the errors it's been having since supposedly being "repaired"
Regards,
*** ***
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 a refundWe regret any dissatisfaction they may have experienced and appreciate the feedback
Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative explained the terms of the Limited Hardware Warranty and the Return Policy, which can be located at www.Dell.com/WarrantyFurthermore, our representative provided technical assistance and informed the customer that the unit is functioning as designedTheir request for refund was respectfully deniedWe remain ready to assist within the terms of Dell’s limited hardware warranty and our other policiesShould Ms*** have any additional concerns regarding this case, she 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.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
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
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
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
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 processed the credit refund for the customer. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
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, Shawn
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. The customer has informed Shawn his issue has been resolved. 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
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 Ms***’s submission Ms*** expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date
of the submission, a Dell representative contacted Ms*** to discuss her concerns Our representative, for customer satisfaction reasons, processed a Return Authorization for a full refund The computer has subsequently been returned to Dell and a refund for has posted to her Dell account Ms*** should see this reflected on her next monthly billing statement for the MasterCard used for the original purchase She may contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: at this point it seems that my efforts to show that I was sold a defective computer is going on deaf's years. This company is beyond the worst company and I will never do business with it ever again. At this point, however, I am stuck. My boys are without a computer. I would love to be able to reject it completely, but I cannot afford to waste the money spent on this defective computer, not to mention the countless hours spent dealing with nothing but pure incompetency. I reached out to the point of contact at dell and left a voice mail and email for Sjreejith. I let him know to call me so I can get the refurbished computer despite strong hesitation.I do not want this matter closed until the situation if finalized and he returns my call. At this point there is zero trust that Dell is or will do the right thing. So until he calls me I like to have his matter open
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I 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 customerDell position will remain the same and unchanged unless the customer has a different tracking number that she can provide for the system she states she sent inBut the system we returned to her was received under Tracking # ***If the customer has any further questions she may contact the representative by emailing ***@Dell.com
Sincerely,
Advanced Resolution Group
*** Dell Inc
Complaint: ***
I am rejecting this response because:What Dell is currently doing - fulfilling the obligation to send the correct product to me according to the contract.What Dell have not done - to negotiate with me about any relief for the months delay and twice return of product.If Dell admits that no relief will be offered to customer like me, I will stop and respond "accept" to this caseAnd I, as a customer, will share with my friends or anyone interested in purchasing computer my experience
Regards,
*** **
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr*** expressed dissatisfaction with communication and processing expectations for recent fee-based out of warranty support provided by DellWe regret any miscommunication which may have occurred and
appreciate the feedbackDell’s Limited Hardware Warranty covers hardware components that fail during use and does not cover physical damage to the hardware componentsSince the date of the submission, a Dell representative contacted Mr*** to discuss his concernsUpon further review, the computer had a damaged keyboard which was melted in some areas and had to be replacedOur representative sent pictures of the damage and denied Mr***’s refund requestWe ask that Mr*** contact our representative should there be any further questions regarding this matter. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I would like you to know that Dell has exchanged my computer for a brand new oneI received the new one todayI would like to thank you very much for your help with this matterI am very pleased with the way the Revdex.com handled and solved this problemIt was done very quickly once I asked you for helpThank you again!Regards,
*** ***
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,
Thank you for the opportunity to address the correspondence submitted by Mrs*** * ***Customer expressed dissatisfaction with Dell service and support and wants a new 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 concerns and provide assistanceOur records indicate, a Depot service was issued; however, the customer elected not to mathe unit for serviceAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered a certified replacement unitPlease note that the customer declined our offer of assistanceTheir request for a new replacement was respectfully deniedWe remain ready to assist within the terms of Dell’s limited hardware warranty and our other policiesShould Mrs*** have any additional concerns regarding this case, can reach out to our representative directly by e-mail at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Complaint: ***
I am rejecting this response because: I did not sign for the refurbished laptop that was sent to me, it was left on the front porch of my house. What was I suppose to do when it was left at my house? I opened it after receiving a call from Dell to make sure that I did receive it. When opening the box with the refurbished laptop it was suppose to identical to my new laptop but it was a different color. I left a email message stating that it is a different color but I decided to keep it without the hassle of returning yet another one. As I started to work on the refurbished one it needed a lot of updates done to it, which I did. A lot of apps were not present on the start up screen and needed to be loaded, I guess the previous owner had removed them. Also the keyboard does not light up like my new one that I purchased from QVC and was a great feature and per their Tech Support it will need to be replaced and will require a technician to come to my house to replace it.They also did send me a coupon for merchandise to be spent in their Dell Store for compensation, which we have gone over in our data package for the last months. *** called to make sure that I did receive the email with the coupon.I have been working with Dell since April and I am so tired of dealing with them all I would like is my money back so that I can go and purchase a laptop other than Dell. I have been very patient with these people and it seems to keep getting worse instead of better. They keep telling me that their warranty is days for a new replacement and will only replace with a refurbished one, which is someone else's junk or problem.I need your help to get my money back because at this point I don't even want a new laptop! I hope they don't treat all .their customers like I have been treated. It has been very frustrating dealing with this and it seems like a nightmare and I keep hoping I can wakeup from it and things would be better. I don't know what else to do. Now the technician is calling to replace the keyboard, why wasn't this all checkout before sending this refurbished one to me
Regards,
*** ***
Dear Revdex.com I am writing on behalf of
Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative, ***, contacted the customer confirmed order and return tracking informationThe representative expedited the credit with the receiving department and confirmed credit has postedWe remain available to assist the customer if there are any further concerns the representative can be reached by email ***@Dell.comAdvanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe cracked LCD is not covered under the hardware warranty but would be considered accidental/customer induced damage which the customer unfortunately did not purchaseSincerely, Advanced Resolution Group Incident ID#*** Dell Inc
Complaint: ***
I am rejecting this response because: The laptop is still not functioning properly, and dell has stopped responding to my emails about the errors it's been having since supposedly being "repaired"
Regards,
*** ***
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 a refundWe regret any dissatisfaction they may have experienced and appreciate the feedback
Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative explained the terms of the Limited Hardware Warranty and the Return Policy, which can be located at www.Dell.com/WarrantyFurthermore, our representative provided technical assistance and informed the customer that the unit is functioning as designedTheir request for refund was respectfully deniedWe remain ready to assist within the terms of Dell’s limited hardware warranty and our other policiesShould Ms*** have any additional concerns regarding this case, she 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.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
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
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
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
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 processed the credit refund for the customer. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
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, Shawn
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. The customer has informed Shawn his issue has been resolved. 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
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,
*** ***