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:The computer continues to overheat even when idle. *** called me yesterday to follow up and I am awaiting yet another part replacement.
Regards,
*** ***
Today’s Date: 02/04/2016 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 agent has been unable to reach the customer nor has the customer responded to the agents contact attempts. We ask the customer to contact the representative at ***_***@Dell.com should they still require assistance. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Mr*** expressed dissatisfaction with Dell’s response Dell does not accept liability for any software issues experienced by a customer and our records indicate Mr*** was offered fee-based software support prior to the subsequent experiences he described in his submission and he declined the assistance As previously indicated, the warranty on the computer expired on October 13, Dell will not be offering free software support As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach Mr*** regarding this matterOur representative remains available to discuss this matter however there will be no change in the resolution offered We remain available to assist via Dell’s fee-based software representatives should he want to purchase this service Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because: I will accept a response when a refund has been properly issued to my credit card account. After several requests for information, including a request for an email stating the amount refunded so that I could confirm that amount with American Express, I was told that the information could not be emailed to me. I am expecting a refund of $2,730,09, but during a phone call with Dell representative ***, I was told it was "somewhere around $2,500" and then when I stated the amount charged to the card, he confirmed that number, but would not send me a confirmation email
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the
correspondence submitted by *** *** *** ***A Dell representative recently spoke to *** *** regarding his concernsOur representative explained the terms of sale and the limited hardware warrantyAfter further review, our representative processed a replacement unitOur records show that the replacement was delivered on July 7th, Our representative also followto 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 via e-mail at ***, in case *** *** has any further concerns regarding this case. 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 concernsOur representative explained the terms of the limited hardware warranty and the return
policy
***
***
In the interest of customer satisfaction, a product return has been processed for order number ***Our records show that the credit has been posted to the original form of payment, which should reflect on her next billing statementOur representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by MsMr*** ***Customer expressed dissatisfaction with Dell service and support and wants the product replacedWe 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 assistance. Our representative explained the terms of the Limited Hardware Warranty and processed a product replacement, which was delivered on September 14, under FedEx tracking number ***Our representative also followto confirm resolutionShould Mr*** have any additional concerns regarding this case, he 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 complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submissionA Dell representative, *** has recently contacted the customer regarding their concerns. We
regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has declined the customer’s request for a refund due to the system being out of the return period, but has offered to repair any issues per Dell’s limited hardware warranty. 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 GroupIncident ID# ***Dell Inc
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,
*** ***
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 confirmed with *** their issue has been resolved and no further contact is necessary. 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
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe customer was only charged for the stand itselfIf the customer is unhappy with the stand to please return it within the day return periodDell has closed this complaintAdvanced Resolution Group Incident *** 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I still have not received the refund credit back yet, but will keep an eye on my account for it as they indicated it should be there within 2-business days, and will be reflected in next month's bill. I will let Revdex.com know when the refund is received!! Thank you for all of your help, I sincerely appreciate it!!
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsPlease note that the order was canceled due to product availability issuesOur representative
offered assistance; however, Ms*** declinedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Ms*** 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 although the effort put into getting this case resolved was unacceptable, this resolution is satisfactory to me
Regards,
*** ***
Complaint: ***
I am rejecting this response because: There have been numerous reports online about this exact model with this EXACT problem. In each scenario Dell blames the user for mishandling the computer or "general wear and tear." I use this computer for work and have not even owned it for months, and I have treated it with the utmost care. I and many others are not satisfied with the response we have received from Dell regarding the issues in the design with their computers
Regards,
*** ***
Today’s Date: 08/01/2016 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 correspondenceThe
customer states continued technical concerns with their Dell systemAt this time the customer has received the exchange unit and the software questions resolvedDell 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 should their be any other questions or concerns in the matter. 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 concernThe representative worked with our account verification team to resolve this matterOur records show
that a credit for order# *** has been posted to the original form of payment, which should reflect on her next billing statementThe representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
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 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:The computer continues to overheat even when idle. *** called me yesterday to follow up and I am awaiting yet another part replacement.
Regards,
*** ***
Today’s Date: 02/04/2016 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 agent has been unable to reach the customer nor has the customer responded to the agents contact attempts. We ask the customer to contact the representative at ***_***@Dell.com should they still require assistance. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Mr*** expressed dissatisfaction with Dell’s response Dell does not accept liability for any software issues experienced by a customer and our records indicate Mr*** was offered fee-based software support prior to the subsequent experiences he described in his submission and he declined the assistance As previously indicated, the warranty on the computer expired on October 13, Dell will not be offering free software support As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach Mr*** regarding this matterOur representative remains available to discuss this matter however there will be no change in the resolution offered We remain available to assist via Dell’s fee-based software representatives should he want to purchase this service Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because: I will accept a response when a refund has been properly issued to my credit card account. After several requests for information, including a request for an email stating the amount refunded so that I could confirm that amount with American Express, I was told that the information could not be emailed to me. I am expecting a refund of $2,730,09, but during a phone call with Dell representative ***, I was told it was "somewhere around $2,500" and then when I stated the amount charged to the card, he confirmed that number, but would not send me a confirmation email
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the
correspondence submitted by *** *** *** ***A Dell representative recently spoke to *** *** regarding his concernsOur representative explained the terms of sale and the limited hardware warrantyAfter further review, our representative processed a replacement unitOur records show that the replacement was delivered on July 7th, Our representative also followto 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 via e-mail at ***, in case *** *** has any further concerns regarding this case. 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 concernsOur representative explained the terms of the limited hardware warranty and the return
policy
***
***
In the interest of customer satisfaction, a product return has been processed for order number ***Our records show that the credit has been posted to the original form of payment, which should reflect on her next billing statementOur representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by MsMr*** ***Customer expressed dissatisfaction with Dell service and support and wants the product replacedWe 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 assistance. Our representative explained the terms of the Limited Hardware Warranty and processed a product replacement, which was delivered on September 14, under FedEx tracking number ***Our representative also followto confirm resolutionShould Mr*** have any additional concerns regarding this case, he 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 complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submissionA Dell representative, *** has recently contacted the customer regarding their concerns. We
regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has declined the customer’s request for a refund due to the system being out of the return period, but has offered to repair any issues per Dell’s limited hardware warranty. 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 GroupIncident ID# ***Dell Inc
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,
*** ***
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 confirmed with *** their issue has been resolved and no further contact is necessary. 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
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe customer was only charged for the stand itselfIf the customer is unhappy with the stand to please return it within the day return periodDell has closed this complaintAdvanced Resolution Group Incident *** 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I still have not received the refund credit back yet, but will keep an eye on my account for it as they indicated it should be there within 2-business days, and will be reflected in next month's bill. I will let Revdex.com know when the refund is received!! Thank you for all of your help, I sincerely appreciate it!!
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsPlease note that the order was canceled due to product availability issuesOur representative
offered assistance; however, Ms*** declinedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Ms*** 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 although the effort put into getting this case resolved was unacceptable, this resolution is satisfactory to me
Regards,
*** ***
Complaint: ***
I am rejecting this response because: There have been numerous reports online about this exact model with this EXACT problem. In each scenario Dell blames the user for mishandling the computer or "general wear and tear." I use this computer for work and have not even owned it for months, and I have treated it with the utmost care. I and many others are not satisfied with the response we have received from Dell regarding the issues in the design with their computers
Regards,
*** ***
Today’s Date: 08/01/2016 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 correspondenceThe
customer states continued technical concerns with their Dell systemAt this time the customer has received the exchange unit and the software questions resolvedDell 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 should their be any other questions or concerns in the matter. 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 concernThe representative worked with our account verification team to resolve this matterOur records show
that a credit for order# *** has been posted to the original form of payment, which should reflect on her next billing statementThe representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
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,
*** ***