Since the date of the follow up submission, Dell representative, Arun, contacted the customer and, for customer satisfaction reasons, offered an account credit of $or a return of the product for a full refundHowever, customer’s request for a $credit was respectfully deniedShould the customer have any additional concerns regarding this case, they can reach out to our representative directly by e-mail at ***@Dell.com
Complaint: ***
I am rejecting this response because: The response they are given you and what they are telling me are differentWhat the representative offered was unacceptableThe offer that was given to me was $for returnI paid $for this tabletThe representative said I was already given a credit of $for this tablet and that is not trueI tried to explain that when I placed my order I didn't received the Free Day shipping and the 5% rewards for being a Dell advantage memberWhen I called in about that error they credited me the shipping and the rewards prior to receiving the tabletI'm tired of arguing with this company over $They are dishonest and have made it clear that they are not willing to stand behind there product and make there customers happy. The representative told me that there was no other option either the $return or they would exchange itAt this point I don't trust this company that they will even exchange the tabletI hope that I can speak to someone in the company that actually cares about there customers and making this right. I'm not asking for anything more than what I paid for the tablet for return of the item
Regards,
*** ***
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedBy contractual agreement with Microsoft, Original Equipment Manufacturers (OEMs) such as Dell are permitted to load Microsoft operating systems on new computers however we are unable to provide a standalone copy of the operating system, such as the customer requestsSincerely Advanced Resolution Group Incident ***
Complaint: ***
I am rejecting this response because:It seems they do not wish to make good on their special dealsIf they have a sale going then they should make good on the offerHowever, they cancel orders and said there was a "mistake." Looking into these types of "mistakes," it seems they make them occasionally, let the sale go on for a while, gather interest in a producr, proceed to cancel everyone's orders, make a lot of people upset, refuse to help, and then direct you to buy it at a higher price once there is a higher interest in the productTo me as a consumer, my time has now been spent awaiting product, awaiting response after cancellation, and now dealing with this issueThey have put me at an overall loss of timeI am dissatisfied with how the issue has been handled by the business.Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterOur representative remains available to discuss this matter however there will be no change in the resolution offeredThe customer has the option to work with Seagate if he choose but Dell warranty has expiredSincerely, Advanced Resolution Group FID #*** Dell
Complaint: ***
I am rejecting this response because:Per the attached 'DELL ERRORS document', my Master card was debited on 03/14/17.The first 'failed update' was as early as 04/08/via the attached update historyWell within the day warrarty window; however, the reality of the failed updates did not produce until my laptop started to 'freeze-up', after receiving a failed update in July
Regards,
*** ***
Today’s Date: 02/03/2016 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 correspondenceAt this
time the customers refund has been processedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions or concerns. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsAfter further review, our representative processed a return for the printerOur records show that that
the credit has been posted to the original form of paymentOur representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:The representative with whom Dell claims I have been working with has been difficult to communicate withI requested on multiple occasions, verbally and in writing, that we communicate via e-mail so that I have written documentationHe continually opts to call me and because my cell service is acting up (I have an HTCwhich received a firmware update which makes it unreliable over data or wifi) I constantly miss his calls. In order to proceed with canceling my order and obtaining a refund for the $Dell wrongfully charged me, I needed to return the part of the order that I receivedDell sent me a UPS label and I sent the item back within days of receiving the labelDespite consistently avoiding my e-mails, representative *** suddenly followed up with me the day after sending the label expressing shock or concern that I had not yet returned the itemI admonished him for allowing the company to run me around since mid-August, yet they felt I should have done my return at the drop of a dimeOn September 6, *** sent me an e-mail stating that the returned item was received at the Dell Warehouse, then on September I was told that they would process a refund in the amount of $but were having difficulty refunding the remaining balance from the $because it was a shipping chargeHowever, I was given the impression that they would work on the matter. As of yesterday, I received an e-mail from *** saying that they would credit the $back to the original mode of payment once the item was returned to DellHowever, this conflicts with his earlier statement made on 9/that they had begun processing a refund of $307.29, and he had already acknowledged on September that the item had been receiving at the Dell warehouseI have been checking my online banking regularly since September 6, when *** told me that the item was received by Dell but to date there has been no sign of a refund. This issue with Dell has been on-going since Mid-August and I feel misled, lied to, and bullied by Dell.
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. The customer has returned their order and *** has processed the customer’s refund. 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Dear Revdex.com,
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 submissionWe regret any dissatisfaction the customer may have
experienced and appreciate the feedback provided regarding this experience
Dell representative, *** contacted the customer and assisted the customer in replacing the hard
drive and moving his data over to the new driveThe representative confirmed the system is working as
designedPlease have the customer contact the representative by email at ***
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and although I find that this resolution is "satisfactory," it was a last ditch effort to complete an order for my husband who is about to ship out for the ArmyAfter numerous calls and issues we finally gave inDell will not have my business again and I believe their practice of offering deals then last minute switching should be looked into
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative *** will be following up with the customer to address his new concernsSincerely, Advanced Resolution Group FID # *** 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 replaced the customer’s computer which is working fine. 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meBut I am get to receive the credit and it took time for me to track and then interact and manage itHope it wont affect any other customers in future
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
Thank you for your prompt assistance in facilitating a resolutionI also want to thank *** *in the corporate offices at DellOnce the situation was brought to his attention, he quickly initiated steps to resoveHe kept me informed and was easy to work with. My suggestion to Dell, is to empower the Customer Service department to look outside the scripted responses they have given to the representatives and provide an in-house resolution path so their "valued" customers don't have to go to a third party such as the Revdex.com for help.
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 experience
Dell representative, *** contacted the customer and apologized for the problemsThe representative researched the promotion the customer mentioned and determined she was eligible for the gift cardsThe representative has confirmed with the customer the receipt of the gift cards and no further concerns
The representative can be reached directly by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because: really the person you are appointing to help with the issue is the same one who cant or wont even answer a simple question?the same person who over a year ago solution was to have me return my laptop because I wanted a issue fixed?the same person who just hangs up on me ?fail to see point in this or why this is even an option just more of my time wastedfurther evidence how little you think of your customersjust make excuses, run your mouths , wont help or answer a simple question and hang up on me which is a constant thing including your escalations, and tech support supervisors and othersmuch like over a year ago when I first had contact with *** he wont do anything
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Motherboard in the Dell computer was defective and replaced in May Shortly after the warranty expired, the motherboard (same exact part replaced under warranty months previously) stopped working againDell refused to repair the defective part which had failed multiple times, only offering to repair the computer if I paid for the repair. I understand that computer was a few weeks beyond original warranty, but feel that Dell should recognize that if the same exact part fails multiple times in a short period of time that it is a quality control issue that needs to be addressed as a customer service issue and recognition of a subpar product being sold
Regards,
*** ***
Since the date of the follow up submission, Dell representative, Arun, contacted the customer and, for customer satisfaction reasons, offered an account credit of $or a return of the product for a full refundHowever, customer’s request for a $credit was respectfully deniedShould the customer have any additional concerns regarding this case, they can reach out to our representative directly by e-mail at ***@Dell.com
Complaint: ***
I am rejecting this response because: The response they are given you and what they are telling me are differentWhat the representative offered was unacceptableThe offer that was given to me was $for returnI paid $for this tabletThe representative said I was already given a credit of $for this tablet and that is not trueI tried to explain that when I placed my order I didn't received the Free Day shipping and the 5% rewards for being a Dell advantage memberWhen I called in about that error they credited me the shipping and the rewards prior to receiving the tabletI'm tired of arguing with this company over $They are dishonest and have made it clear that they are not willing to stand behind there product and make there customers happy. The representative told me that there was no other option either the $return or they would exchange itAt this point I don't trust this company that they will even exchange the tabletI hope that I can speak to someone in the company that actually cares about there customers and making this right. I'm not asking for anything more than what I paid for the tablet for return of the item
Regards,
*** ***
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedBy contractual agreement with Microsoft, Original Equipment Manufacturers (OEMs) such as Dell are permitted to load Microsoft operating systems on new computers however we are unable to provide a standalone copy of the operating system, such as the customer requestsSincerely Advanced Resolution Group Incident ***
Complaint: ***
I am rejecting this response because:It seems they do not wish to make good on their special dealsIf they have a sale going then they should make good on the offerHowever, they cancel orders and said there was a "mistake." Looking into these types of "mistakes," it seems they make them occasionally, let the sale go on for a while, gather interest in a producr, proceed to cancel everyone's orders, make a lot of people upset, refuse to help, and then direct you to buy it at a higher price once there is a higher interest in the productTo me as a consumer, my time has now been spent awaiting product, awaiting response after cancellation, and now dealing with this issueThey have put me at an overall loss of timeI am dissatisfied with how the issue has been handled by the business.Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterOur representative remains available to discuss this matter however there will be no change in the resolution offeredThe customer has the option to work with Seagate if he choose but Dell warranty has expiredSincerely, Advanced Resolution Group FID #*** Dell
Complaint: ***
I am rejecting this response because:Per the attached 'DELL ERRORS document', my Master card was debited on 03/14/17.The first 'failed update' was as early as 04/08/via the attached update historyWell within the day warrarty window; however, the reality of the failed updates did not produce until my laptop started to 'freeze-up', after receiving a failed update in July
Regards,
*** ***
Today’s Date: 02/03/2016 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 correspondenceAt this
time the customers refund has been processedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions or concerns. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsAfter further review, our representative processed a return for the printerOur records show that that
the credit has been posted to the original form of paymentOur representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:The representative with whom Dell claims I have been working with has been difficult to communicate withI requested on multiple occasions, verbally and in writing, that we communicate via e-mail so that I have written documentationHe continually opts to call me and because my cell service is acting up (I have an HTCwhich received a firmware update which makes it unreliable over data or wifi) I constantly miss his calls. In order to proceed with canceling my order and obtaining a refund for the $Dell wrongfully charged me, I needed to return the part of the order that I receivedDell sent me a UPS label and I sent the item back within days of receiving the labelDespite consistently avoiding my e-mails, representative *** suddenly followed up with me the day after sending the label expressing shock or concern that I had not yet returned the itemI admonished him for allowing the company to run me around since mid-August, yet they felt I should have done my return at the drop of a dimeOn September 6, *** sent me an e-mail stating that the returned item was received at the Dell Warehouse, then on September I was told that they would process a refund in the amount of $but were having difficulty refunding the remaining balance from the $because it was a shipping chargeHowever, I was given the impression that they would work on the matter. As of yesterday, I received an e-mail from *** saying that they would credit the $back to the original mode of payment once the item was returned to DellHowever, this conflicts with his earlier statement made on 9/that they had begun processing a refund of $307.29, and he had already acknowledged on September that the item had been receiving at the Dell warehouseI have been checking my online banking regularly since September 6, when *** told me that the item was received by Dell but to date there has been no sign of a refund. This issue with Dell has been on-going since Mid-August and I feel misled, lied to, and bullied by Dell.
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. The customer has returned their order and *** has processed the customer’s refund. 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Dear Revdex.com,
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 submissionWe regret any dissatisfaction the customer may have
experienced and appreciate the feedback provided regarding this experience
Dell representative, *** contacted the customer and assisted the customer in replacing the hard
drive and moving his data over to the new driveThe representative confirmed the system is working as
designedPlease have the customer contact the representative by email at ***
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and although I find that this resolution is "satisfactory," it was a last ditch effort to complete an order for my husband who is about to ship out for the ArmyAfter numerous calls and issues we finally gave inDell will not have my business again and I believe their practice of offering deals then last minute switching should be looked into
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative *** will be following up with the customer to address his new concernsSincerely, Advanced Resolution Group FID # *** 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 replaced the customer’s computer which is working fine. 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meBut I am get to receive the credit and it took time for me to track and then interact and manage itHope it wont affect any other customers in future
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
Thank you for your prompt assistance in facilitating a resolutionI also want to thank *** *in the corporate offices at DellOnce the situation was brought to his attention, he quickly initiated steps to resoveHe kept me informed and was easy to work with. My suggestion to Dell, is to empower the Customer Service department to look outside the scripted responses they have given to the representatives and provide an in-house resolution path so their "valued" customers don't have to go to a third party such as the Revdex.com for help.
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 experience
Dell representative, *** contacted the customer and apologized for the problemsThe representative researched the promotion the customer mentioned and determined she was eligible for the gift cardsThe representative has confirmed with the customer the receipt of the gift cards and no further concerns
The representative can be reached directly by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because: really the person you are appointing to help with the issue is the same one who cant or wont even answer a simple question?the same person who over a year ago solution was to have me return my laptop because I wanted a issue fixed?the same person who just hangs up on me ?fail to see point in this or why this is even an option just more of my time wastedfurther evidence how little you think of your customersjust make excuses, run your mouths , wont help or answer a simple question and hang up on me which is a constant thing including your escalations, and tech support supervisors and othersmuch like over a year ago when I first had contact with *** he wont do anything
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Motherboard in the Dell computer was defective and replaced in May Shortly after the warranty expired, the motherboard (same exact part replaced under warranty months previously) stopped working againDell refused to repair the defective part which had failed multiple times, only offering to repair the computer if I paid for the repair. I understand that computer was a few weeks beyond original warranty, but feel that Dell should recognize that if the same exact part fails multiple times in a short period of time that it is a quality control issue that needs to be addressed as a customer service issue and recognition of a subpar product being sold
Regards,
*** ***