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
Complaint: ***
I am rejecting this response because:they only complied because I finally found my receiptIf I had not been able to find the receipt, I would have had a $piece of junk on my hands which had a year warranty on itTheir policy of requiring invoice when the monitor was registered to me on their website is totally wrong as far as I can see and this affects multitudes of others who have purchased their products in good faith, thinking they will honor the warrantyHowever, if this is not within your scope then that 's it I guessThey need to change their way of doing business and be more honestTheir warranty does also say that DELL MAY require an invoice ..not SHALL
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Dell is a giant corporation and I don't stand a chance in getting them to admit to there failure(s) to the consumer.They will reset my laptop to factory, I will purchase a software warranty and I will continue on with the issues.It is a absolute RAPE!I thank Revdex.com, but Revdex.com already knew I didn't stand a chance - - however I appreciate the avenue of resource
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The software doesn't work as I was toldDell never informed me that I would require assistance installing the softwareIf they had, I would have purchased the software in the first place
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Dell continued to “escalate” my issue over five times until my warranty expiredThe “onetime gesture” was offered while my warranty was still active, so I’m not sure how that is a gesture of goodwill, considering the system was still under warranty at the timeTheir offer was to provide onsite service to replace the motherboard, which has already been replaced, and the screen which I was told was not the issue, and have the chat logs to prove so.At this time I will file with small claims court under the Federal Magnuson Moss Warranty ActDell’s service has been absolutely despicable and I will not be buying any products from them again.Regards,*** ***
Dear Revdex.com, Our records indicate that Dell representative Susan has been in contact with the customerThe representative continues to work with the carrier to return the orderOnce the credit has posted the representative will update the customerIf the customer would like to
work with the representative assigned he can be reached directly by emailing ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** * ***Customer expressed dissatisfaction with Dell service and support and wants 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
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 confirmed with the customer he has received all of his TV refunds. 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
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
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,
*** *** ***
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: 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,
*** ***
Since the date of our last response, a Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell order We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Since the date of the submission, our records indicate the customer was sent a replacement computer A Dell representative contacted the customer to discuss his concerns and verified receipt of the replacement We ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank
you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell service and support and wants a new computer We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell has a thirty (30) day return period and during this time, it would be necessary for a customer to verify that all components ordered were what was received as, after this time period, Dell must assume that the customer received the correct configuration Since the date of the submission, a Dell representative contacted Mr*** to discuss his concerns and provide assistance Our representative, for customer satisfaction reasons, processed a service dispatch for an exchange to replace the computer with a new computer which has since been sent to Mr***Our representative provided contact information and will remain available to assist should he need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because:I was initially contacted by *** *** After I described the situation to him, he made it clear to me that Dell's warranty policy is that all physical damages are regarded as "user-induced" and therefore will not be covered He then said he's willing to make an exception this time, and fix my laptop free of charge if he determines what I've described is true - no physical abuse or dropping on the floor type of damage.Even though I do not agree with Dell’s policy on “all physical damages”, his phone call was genuine and impressive He conveyed the message that Dell actually cares about their customer and stands behind its product I carefully packed the laptop (LCD screen is separately packed from the base, broken hinged screws in a small pouch and labeled), and delivered to a FEDEX store.Five days later I was contacted by Prithwika *** from the same Dell office From the very beginning, she sounded very upset, and angry, not just unprofessional, but ill-mannered "Do you understand Dell's policy now?" She returned to the same policy line I got from the first level support I tried to explain that all I did was opening and closing the laptop, but she simply interrupted me, and shouting "You didn't answer my question." I told her *** said he would give me an exception given Dell would determine if no accidental damage or abuse occurred Her response was "I don't see this documented in his email No I don't believe what you said" I asked to contact *** to clarify this if she thinks I'm lying, and she refused She told me she had determined that I caused the hinge damage by accident and Dell warranty will not cover this I told her I swear there is no accident happened and asked her how she came to this conclusion, and her response was "I'm sorry but this decision is finalI have explained this to you for the seventh time now and I have other customers to tend to."Maybe she had a long day, but this is not the right way to talk to a customer or talk to any person I would expect this kind of personality works for a collection agency but never in customer care.I told her all I did was opening and closing the laptop, and there was no accident happened I asked her several time to explain to me how did she come to the conclusion that the broken hinge screw was caused by user accident She refused to explain, and repeatedly responded that her decision is "final" And Dell's response is the same here, never any explanation, just a blunt conclusion - customer accident. I understand Dell's warranty policy, but opening and closing a laptop is a very basic feature of any laptops, and why would Dell try so hard to avoid fixing a basic feature In the end, Dell was just playing these dirty tactics (*** can't be reached anymore) and calling me a liar (customer is lying about an accident), trying to save the company $
Regards,
*** ** I understand Dell's warranty policy, but opening and closing a laptop is a very basic feature of any laptops, and why would Dell try so hard to avoid fixing a basic feature.I understand Dell's warranty policy, but opening and closing a laptop is a very basic feature of any laptops, and why would Dell try so hard to avoid fixing a basic feature
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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative *** followed up with the customer and confirmed order has been receivedThe representative provided credit order information and has posted on January 15th which will reflect on his next billing statementSincerely, 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 concernsIn the interest of customer satisfaction, our representative processed a refund for order# ***
Our records show that all the necessary credits have been posted to the original form of paymentOur representative also 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 caseSincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because the response is not accurate.I have sent emails to the associate (***@dell.com) on June 12th and on June 14th (today)I've sent a total of emails and have not received any response (email or phone) from the associate.The associate has sent me the wrong replacement PCThe prior e-mails stated I would receive the Special Edition version of the Inspiron series (7353-black) instead I was shipped an Inspiron (silver)I have responded to the associate with pictures proving the discrepancy.The claim that the associate cannot contact me is and inaccurateThey haven't responded to meI'm willing to work together with the associate but they have not been responding to me.(I have included pictures of the discrepancy between the two PCs).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 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
Complaint: ***
I am rejecting this response because:they only complied because I finally found my receiptIf I had not been able to find the receipt, I would have had a $piece of junk on my hands which had a year warranty on itTheir policy of requiring invoice when the monitor was registered to me on their website is totally wrong as far as I can see and this affects multitudes of others who have purchased their products in good faith, thinking they will honor the warrantyHowever, if this is not within your scope then that 's it I guessThey need to change their way of doing business and be more honestTheir warranty does also say that DELL MAY require an invoice ..not SHALL
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Dell is a giant corporation and I don't stand a chance in getting them to admit to there failure(s) to the consumer.They will reset my laptop to factory, I will purchase a software warranty and I will continue on with the issues.It is a absolute RAPE!I thank Revdex.com, but Revdex.com already knew I didn't stand a chance - - however I appreciate the avenue of resource
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The software doesn't work as I was toldDell never informed me that I would require assistance installing the softwareIf they had, I would have purchased the software in the first place
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Dell continued to “escalate” my issue over five times until my warranty expiredThe “onetime gesture” was offered while my warranty was still active, so I’m not sure how that is a gesture of goodwill, considering the system was still under warranty at the timeTheir offer was to provide onsite service to replace the motherboard, which has already been replaced, and the screen which I was told was not the issue, and have the chat logs to prove so.At this time I will file with small claims court under the Federal Magnuson Moss Warranty ActDell’s service has been absolutely despicable and I will not be buying any products from them again.Regards,*** ***
Dear Revdex.com, Our records indicate that Dell representative Susan has been in contact with the customerThe representative continues to work with the carrier to return the orderOnce the credit has posted the representative will update the customerIf the customer would like to
work with the representative assigned he can be reached directly by emailing ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** * ***Customer expressed dissatisfaction with Dell service and support and wants 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
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 confirmed with the customer he has received all of his TV refunds. 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
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
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,
*** *** ***
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: 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,
*** ***
Since the date of our last response, a Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell order We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Since the date of the submission, our records indicate the customer was sent a replacement computer A Dell representative contacted the customer to discuss his concerns and verified receipt of the replacement We ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank
you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell service and support and wants a new computer We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell has a thirty (30) day return period and during this time, it would be necessary for a customer to verify that all components ordered were what was received as, after this time period, Dell must assume that the customer received the correct configuration Since the date of the submission, a Dell representative contacted Mr*** to discuss his concerns and provide assistance Our representative, for customer satisfaction reasons, processed a service dispatch for an exchange to replace the computer with a new computer which has since been sent to Mr***Our representative provided contact information and will remain available to assist should he need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because:I was initially contacted by *** *** After I described the situation to him, he made it clear to me that Dell's warranty policy is that all physical damages are regarded as "user-induced" and therefore will not be covered He then said he's willing to make an exception this time, and fix my laptop free of charge if he determines what I've described is true - no physical abuse or dropping on the floor type of damage.Even though I do not agree with Dell’s policy on “all physical damages”, his phone call was genuine and impressive He conveyed the message that Dell actually cares about their customer and stands behind its product I carefully packed the laptop (LCD screen is separately packed from the base, broken hinged screws in a small pouch and labeled), and delivered to a FEDEX store.Five days later I was contacted by Prithwika *** from the same Dell office From the very beginning, she sounded very upset, and angry, not just unprofessional, but ill-mannered "Do you understand Dell's policy now?" She returned to the same policy line I got from the first level support I tried to explain that all I did was opening and closing the laptop, but she simply interrupted me, and shouting "You didn't answer my question." I told her *** said he would give me an exception given Dell would determine if no accidental damage or abuse occurred Her response was "I don't see this documented in his email No I don't believe what you said" I asked to contact *** to clarify this if she thinks I'm lying, and she refused She told me she had determined that I caused the hinge damage by accident and Dell warranty will not cover this I told her I swear there is no accident happened and asked her how she came to this conclusion, and her response was "I'm sorry but this decision is finalI have explained this to you for the seventh time now and I have other customers to tend to."Maybe she had a long day, but this is not the right way to talk to a customer or talk to any person I would expect this kind of personality works for a collection agency but never in customer care.I told her all I did was opening and closing the laptop, and there was no accident happened I asked her several time to explain to me how did she come to the conclusion that the broken hinge screw was caused by user accident She refused to explain, and repeatedly responded that her decision is "final" And Dell's response is the same here, never any explanation, just a blunt conclusion - customer accident. I understand Dell's warranty policy, but opening and closing a laptop is a very basic feature of any laptops, and why would Dell try so hard to avoid fixing a basic feature In the end, Dell was just playing these dirty tactics (*** can't be reached anymore) and calling me a liar (customer is lying about an accident), trying to save the company $
Regards,
*** ** I understand Dell's warranty policy, but opening and closing a laptop is a very basic feature of any laptops, and why would Dell try so hard to avoid fixing a basic feature.I understand Dell's warranty policy, but opening and closing a laptop is a very basic feature of any laptops, and why would Dell try so hard to avoid fixing a basic feature
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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative *** followed up with the customer and confirmed order has been receivedThe representative provided credit order information and has posted on January 15th which will reflect on his next billing statementSincerely, 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 concernsIn the interest of customer satisfaction, our representative processed a refund for order# ***
Our records show that all the necessary credits have been posted to the original form of paymentOur representative also 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 caseSincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because the response is not accurate.I have sent emails to the associate (***@dell.com) on June 12th and on June 14th (today)I've sent a total of emails and have not received any response (email or phone) from the associate.The associate has sent me the wrong replacement PCThe prior e-mails stated I would receive the Special Edition version of the Inspiron series (7353-black) instead I was shipped an Inspiron (silver)I have responded to the associate with pictures proving the discrepancy.The claim that the associate cannot contact me is and inaccurateThey haven't responded to meI'm willing to work together with the associate but they have not been responding to me.(I have included pictures of the discrepancy between the two PCs).Regards,
*** ***