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 concernsThe representative explained the terms of sale and limited hardware warranty
***
***
As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a depot serviceOur records show that the unit has been serviced and delivered to Mr*** on September 6, under FedEx Tracking# ***The 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 e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10677134, 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 even though my laptop is still making the occasional popping noise even though I've updated the drivers and biosI would like it to be put in my records with Dell that if this issue continues or gets worse that I won't have to file another Revdex.com complaint just to get it fixed
Regards,
*** ***
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 informed the customer his computer was originally purchased in and exchanged in 2011. Dell will only sell a warranty for years after the original invoice date, which was in 2006. 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 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 concernsIn the interest of customer satisfaction, a product return for order# *** was processed
Our records show that the credit has been posted to the original form of payment, which should reflect on his next billing statementWe 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, I am writing on behalf of Dell Incas a response regarding the complaint of Mr*** ***Thank you for the opportunity to address his concernsA Dell representative, *** has been in contact with Mr*** of not receiving an exchange computer for the one he owns
that could not be repaired under warranty due to part shortages*** has processed a system exchange and Mr*** has now received his replacement computerWe ask that Mr*** contact our representative at ***@Dell.com with any further questions regarding this matterDell now moves to close this complaintSincerely Advanced Resolution Group Incident *** Dell Inc
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:I received a call from one of your sales resolution specialist *** ***.At first she was very polite and seemed to understand my issue but towards the end turned out to be another lying employee who doesn't care about customersShe called me on 27th of October and started by saying that Dell had this great offer for the dual monitor bundle on the 24th but because of the overwhelming response to the offer, the monitors were sold out and Dell could only ship out the standSo, I asked her if she would be sending me the monitors and the cable at a later date, she said no and I have to go and order a new bundle at the current priceI said I have been dealing with Dell for my personal and business use for over years now and know that Dell never ships partial orders like this and I told her the same and she said it did happen this time and insisted that I return the stand that I received and order the same bundle again at the much higher price online which I said I will not do as I want the product and the price that I initially orderedI told her that the shipment that I received has the same SKU number in the packing slip and the invoice also says what I have ordered correctly but the order is not as what it says on the invoice.Now she started changing her statement saying Dell cannot send me the monitors and the cables as ordered because it was a pricing errorI immediately told her that this is not what she has told me earlier in the call and she denies saying anything elseI asked her numerous times why did Dell ship out an order if it was a pricing error and never once contacted me even after the order was delivered to me but she did not have an answer and just kept saying that this is a pricing error.Incidentally, I have all my personal calls to my cellphone recorded and I told her the same thing that what she said is recorded and she should stop lyingShe turned aggressive knowing that the call was recorded and she is trying to lie and give me wrongful reasonsShe turned out rude and said I cannot do anything if I want the dual monitor bundle I have to reorder it at the current price and send the stand that I received back to Dell and ended the conversationI have the recorded conversation with *** ***.Not to mention, I being a US customer has every single time been routed to someone offshore, not that I have a problem with that, but I would feel that someone onshore can understand my problem much better but every time I asked to speak to someone in the US I was told that everytime I complain, this would end up with *** ***.This is completely unethical and unprincipled business practice of Dell firstly to lie to the customer every single time I speak to them and secondly not send the customer what he has orderedI have faced similar issues with ***, *** *** but they had always honored the offer they advertised even if it was a mistake or a pricing error unlike what is being told to me by Dell.If this is what Dell represents, then I am sorry to say this will take a lot of loyal Dell customers away from the company
*** ***
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 that an Order# *** has been processed; furthermore, order# *** has been
canceled as requested by Mr***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 e-mail at ***@Dell.com, in case he has any further concerns regarding this case
Sincerely,Executive Support TeamIncident ID: *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I have contacted fedex and they informed me that there would not be any claim to submit since they have a relationship with Dell and to contact themAs I informed the Dell employee that I will not send back my original PC because I do not have another one to useThis is mine that I paid for and unless you are refunding my money I am not sending it backI have time to go to a police station to fill out a report, not am I barely in this city to do soAt this point because Dell is no longer assisting me I am breaking communicationThey have made this a miserable experience and I will never purchase anything from them againThe customer service has been the worst I have ever seenI will be selling my original computer that I paid for with my own moneyIf you are trying to recover the unit that is missing I suggest you work something out with Fedex or the Pasco county police departmentThis is out of my hands at this pointAny attempt to charge me for this device that I never received will result in a lawsuit.
Regards,
*** ***
Thank you for providing a copy of the customer’s submission. Dell representative, *** has been assigned to this case and has been in contact with the customer by phone and email; in their attempt to work with the customer and bring this matter to a reasonable resolution. ***
has offered the customer a rather large discount if they should pay Dell for the repair; $plus tax. At present, the customer has indicated they are not interested in taking advantage of the offer. We ask that the customer reconsiders and contact ***, who can be reached directly by email at *** if they should change their mind and decide to accept the offer
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***.A Dell representative recently contacted Mr*** regarding his concerns and explained the terms of saleOur representative informed him that the order was canceled due to
pricing error and cannot be reinstated
***
Please note that Dell makes every effort to avoid errors on the Dell site as we fully understand the bad experience it can cause Dell customers, and Dell. Sometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errors. Recently a promotion for two monitors and a monitor stand for $was erroneously listed on the Dell site for $169.99. Dell recognized this pricing error and corrected itAny unfulfilled orders were cancelled and notice was sent to customersWe 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
Complaint: ***
I am rejecting this response because: Notification has not been made the return was credited to my Dell credit accountDue to past history (where a returned item to Dell took nearly two months to credit) I would like to keep the current complaint open until said credit is applied to my Dell credit account and I am notified of such.
Regards,
*** ***
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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Since the date of the submission, our records indicate an exchange computer has been sent to the customer A Dell representative contacted the customer to discuss his concerns and advise that we would be unable to process a refund or exchange for a different computer at this time The customer may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** We have not received a full refund from Dell, albeit their mistake If Dell is only willing to make partial restitution, we have no other option but to accept *It has taken seven weeks for Dell to partially refund our money
*** ***
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,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Customer expressed dissatisfaction with communication and processing expectations for their Dell ordersWe 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 representative confirmed order details and verified that all the account related issued have been addressed to their satisfactionFurthermore, our records indicate, order number *** was delivered to the customer on January 23, under UPS Tracking number ***Should 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, 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 concernsThe representative explained the terms of sale and limited hardware warranty
***
***
As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a depot serviceOur records show that the unit has been serviced and delivered to Mr*** on September 6, under FedEx Tracking# ***The 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 e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10677134, 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 even though my laptop is still making the occasional popping noise even though I've updated the drivers and biosI would like it to be put in my records with Dell that if this issue continues or gets worse that I won't have to file another Revdex.com complaint just to get it fixed
Regards,
*** ***
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 informed the customer his computer was originally purchased in and exchanged in 2011. Dell will only sell a warranty for years after the original invoice date, which was in 2006. 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 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 concernsIn the interest of customer satisfaction, a product return for order# *** was processed
Our records show that the credit has been posted to the original form of payment, which should reflect on his next billing statementWe 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, I am writing on behalf of Dell Incas a response regarding the complaint of Mr*** ***Thank you for the opportunity to address his concernsA Dell representative, *** has been in contact with Mr*** of not receiving an exchange computer for the one he owns
that could not be repaired under warranty due to part shortages*** has processed a system exchange and Mr*** has now received his replacement computerWe ask that Mr*** contact our representative at ***@Dell.com with any further questions regarding this matterDell now moves to close this complaintSincerely Advanced Resolution Group Incident *** Dell Inc
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:I received a call from one of your sales resolution specialist *** ***.At first she was very polite and seemed to understand my issue but towards the end turned out to be another lying employee who doesn't care about customersShe called me on 27th of October and started by saying that Dell had this great offer for the dual monitor bundle on the 24th but because of the overwhelming response to the offer, the monitors were sold out and Dell could only ship out the standSo, I asked her if she would be sending me the monitors and the cable at a later date, she said no and I have to go and order a new bundle at the current priceI said I have been dealing with Dell for my personal and business use for over years now and know that Dell never ships partial orders like this and I told her the same and she said it did happen this time and insisted that I return the stand that I received and order the same bundle again at the much higher price online which I said I will not do as I want the product and the price that I initially orderedI told her that the shipment that I received has the same SKU number in the packing slip and the invoice also says what I have ordered correctly but the order is not as what it says on the invoice.Now she started changing her statement saying Dell cannot send me the monitors and the cables as ordered because it was a pricing errorI immediately told her that this is not what she has told me earlier in the call and she denies saying anything elseI asked her numerous times why did Dell ship out an order if it was a pricing error and never once contacted me even after the order was delivered to me but she did not have an answer and just kept saying that this is a pricing error.Incidentally, I have all my personal calls to my cellphone recorded and I told her the same thing that what she said is recorded and she should stop lyingShe turned aggressive knowing that the call was recorded and she is trying to lie and give me wrongful reasonsShe turned out rude and said I cannot do anything if I want the dual monitor bundle I have to reorder it at the current price and send the stand that I received back to Dell and ended the conversationI have the recorded conversation with *** ***.Not to mention, I being a US customer has every single time been routed to someone offshore, not that I have a problem with that, but I would feel that someone onshore can understand my problem much better but every time I asked to speak to someone in the US I was told that everytime I complain, this would end up with *** ***.This is completely unethical and unprincipled business practice of Dell firstly to lie to the customer every single time I speak to them and secondly not send the customer what he has orderedI have faced similar issues with ***, *** *** but they had always honored the offer they advertised even if it was a mistake or a pricing error unlike what is being told to me by Dell.If this is what Dell represents, then I am sorry to say this will take a lot of loyal Dell customers away from the company
*** ***
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 that an Order# *** has been processed; furthermore, order# *** has been
canceled as requested by Mr***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 e-mail at ***@Dell.com, in case he has any further concerns regarding this case
Sincerely,Executive Support TeamIncident ID: *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I have contacted fedex and they informed me that there would not be any claim to submit since they have a relationship with Dell and to contact themAs I informed the Dell employee that I will not send back my original PC because I do not have another one to useThis is mine that I paid for and unless you are refunding my money I am not sending it backI have time to go to a police station to fill out a report, not am I barely in this city to do soAt this point because Dell is no longer assisting me I am breaking communicationThey have made this a miserable experience and I will never purchase anything from them againThe customer service has been the worst I have ever seenI will be selling my original computer that I paid for with my own moneyIf you are trying to recover the unit that is missing I suggest you work something out with Fedex or the Pasco county police departmentThis is out of my hands at this pointAny attempt to charge me for this device that I never received will result in a lawsuit.
Regards,
*** ***
Thank you for providing a copy of the customer’s submission. Dell representative, *** has been assigned to this case and has been in contact with the customer by phone and email; in their attempt to work with the customer and bring this matter to a reasonable resolution. ***
has offered the customer a rather large discount if they should pay Dell for the repair; $plus tax. At present, the customer has indicated they are not interested in taking advantage of the offer. We ask that the customer reconsiders and contact ***, who can be reached directly by email at *** if they should change their mind and decide to accept the offer
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***.A Dell representative recently contacted Mr*** regarding his concerns and explained the terms of saleOur representative informed him that the order was canceled due to
pricing error and cannot be reinstated
***
Please note that Dell makes every effort to avoid errors on the Dell site as we fully understand the bad experience it can cause Dell customers, and Dell. Sometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errors. Recently a promotion for two monitors and a monitor stand for $was erroneously listed on the Dell site for $169.99. Dell recognized this pricing error and corrected itAny unfulfilled orders were cancelled and notice was sent to customersWe 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
Complaint: ***
I am rejecting this response because: Notification has not been made the return was credited to my Dell credit accountDue to past history (where a returned item to Dell took nearly two months to credit) I would like to keep the current complaint open until said credit is applied to my Dell credit account and I am notified of such.
Regards,
*** ***
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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Since the date of the submission, our records indicate an exchange computer has been sent to the customer A Dell representative contacted the customer to discuss his concerns and advise that we would be unable to process a refund or exchange for a different computer at this time The customer may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** We have not received a full refund from Dell, albeit their mistake If Dell is only willing to make partial restitution, we have no other option but to accept *It has taken seven weeks for Dell to partially refund our money
*** ***
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,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Customer expressed dissatisfaction with communication and processing expectations for their Dell ordersWe 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 representative confirmed order details and verified that all the account related issued have been addressed to their satisfactionFurthermore, our records indicate, order number *** was delivered to the customer on January 23, under UPS Tracking number ***Should 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