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 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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr. *** regarding his concernsOur records show that a replacement item was delivered to Mr*** on October 22nd, Our
representative followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by email at ***@Dell.com, in case Mr*** 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 Mr*** * ***Customer expressed dissatisfaction with Dell service and support and wants a product replacement or a refundWe 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. As per the terms of the Limited Hardware Warranty, depot service has been issued; however, the customer has yet to ship the product for serviceWe remain available to assist the customer under the terms of Dell’s Limited Hardware WarrantyShould the customer have any additional concerns regarding this case, they can reach out to our representative at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission The customer is contacting
the Revdex.com about a Dell Labor Day Early Access Promotion; specifically she is referring to the Dell Inspiron 11-Non-Touch computer which sold out in record time. This promotion generated a tremendous volume of customers at the launch; far exceeding our expectations, ultimately selling out quite quickly. This is the very reason why Dell has a disclaimer on our website and sales brochures that informs potential customers, prices and promotions are subject to change without notice. We appreciate the customer taking the time to bring this observation to our attention. Our representative, Chiranjeevi has communicated with Ms*** about this matter, expressing how we are sorry, but Dell is unable to honor her request that Dell sell her a similar system at the promotional price; therefore, we must respectfully deny any such request we may encounter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Complaint: ***
I am rejecting this response because: I have the same issues with this machineIt crashes numerous times each day and the process of calling tech support takes hours for them to go through the same process that never works for more than a few timesThey have tried on-site repairing the computer times, same problems persistI have phone records of each call to them as I only use a cell phoneThey always ask when to call me and then call at a different timeEvery attempt to Return their missed calls have unsuccessful.My research of Dell on the internet resulted in countless complaints similar to mineOne professional tech site states that Dell expects a 40% to 50% failure rate in their computersThey figure people will just give up trying to get the issues resolvedAs a technical professional myself, I plan on being persistent until they refund my purchase
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
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, *** And *** ***It said in agreement to return original computer, that was returned they have everythin for it, I want to make sure their aware they that we were offered a computer because the part they needed was on a long backorderAlso this is refurbished I asked for the warranty to start again and be full coverage, they will only use old warrant which ends soon, and the warranty doesn't have much coverage, that's why we are in this positionPlease address theseI want at least a month warranty fully covered because it is refurbished*** ***
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,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and expectations for the terms of Dell’s Limited Hardware Warranty We regret any miscommunication which may have occurred and appreciate the
feedback To have a definite start date that is equal for all Dell customers, warranty coverage for Dell computers begins on the date of invoice and Dell will not fluctuate commencement of warranty coverage based on the service level of shipment a customer selects, which can be “Next day” or “3-business day” with possible delays due to elements outside of Dell’s control Dell will not provide extra days of warranty coverage based on incorrect customer expectations Since the date of the submission, a Dell representative contacted the customer to discuss their concerns Our representative denied the request for extra days of warranty however, for customer satisfaction reasons, processed a $concession We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident 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 concernsOur representative worked with our account verification team to resolve this matterPlease note that a credit for order# *** has 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 case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: *** *** is trying to make sure to miss the times I'm able to speak on the phoneHe calls me purposely when I'm at workWe scheduled 10-He emails me 11-is the time we discussedI emailed him three times after that to say that time won't work because I'm at workHe never replied to me and pretended not to receive themThey won't let me speak to anyone elseThey're not going to fix this issueThey're literally giving me the run around now until I give upThey didn't even fix the hardware issues from before.
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: They have my $I have a piece of junk.I have spent 16+ hours trying to fix this, they called me (ONCE!!!!)
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The representative (*** ***) did contact me, after I sent NUMEROUS emails to everyone high up in Dell whose email I could find, however, he did not stay in contact with me, as he indicated he would. I had to CONSTANTLY email him to get updates. He was allegedly with the corporate office too. He initially promised I would have my computer back BEFORE the 7-days that is the norm when your computer is sent to the Depot. I FINALLY got it back FIFTEEN days after it was promised. This was after a part was on backorder and I had to pry what part was required out of the rep and he would not give me an ETA for the part and did not let me know when the part was receivedAND I was told on TWO different days my computer would ship out, and it did not. Never did I get contact from *** unless I instigated itAt one point in time *** told me he would email me back on a Tuesday, which OF COURSE he did not, and when I emailed him, I got a message saying he was out of office until Thursday, so he KNEW he was lying to me when he told me he would contact me on TuesdayThen, I get my computer back and the mouse is dirty and scuffed up and the top part came off, which was NOT the case when I sent it in. Then the computer would not connect to wireless, because apparently they didn't install the required wireless drivers before they sent my computer back, so we had to CALL and spend another hours on the phone with a rep, and when we spoke to their manager they said the Depot never installs drivers (even though when I purchased the computer, I did not have to install anything), but no one told me a THING about that when they sent my computer back. I was just expected to guess this. I purchased the desktop on or about 8/23/2017, which was days agoI started to call and complain about the problems with the computer on 10/13/17. In the days that I have owned the BRAND NEW computer I purchased it, it has worked for only days. So, for approximately 42% of the time I've owned this computer it has not functioned. And we are talking about 42% of a THREE month span. Aside from the fact that they sold me a lemon, they have not even done the right thing and provided appropriate service to get the machine fixed. They continue to make excuses for their product and service.
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 processed the customer’s refund and provided a coupon for compensation. 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
Thank you for providing a copy of the customer’s submission. Dell representative, ***, is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintWe remain available to assist. Please have the customer
contact the representative by email at ***@Dell.com
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 and apologized for the problemsThe representative explained that the customer has not been chargedAs a goodwill gesture the representative had an external DVD drive shipped and confirmed receiptThe customer may contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** 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
experienceThe representative *** contacted the customer and worked with the internal departments to resolve the credit problemThe representative has confirmed with the customer that he has received the fundsPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** 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 concerns and explained the terms of the limited hardware warranty, as well as, the return
policy ***Our representative also informed Mr*** that the warranty does not cover wear and tear part(s)His request for replacement of the wear and tear related part(s) or refund was respectfully deniedWe 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 policiesShould Mr*** have any additional concerns, he can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***
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 customerThank you for providing a copy of the submissionDell representative *** is in contact with Mr*** at this time the exchange has been authorizedThe representative will follow up with the exact configuration once determined to get approval to proceedThe representative will maintain ownership of the account until confirmed resolution and exchange has been receivedThe representative maybe reached by emailing ***@Dell.comSincerely, Advanced Resolution Group *** Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has 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 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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr. *** regarding his concernsOur records show that a replacement item was delivered to Mr*** on October 22nd, Our
representative followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by email at ***@Dell.com, in case Mr*** 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 Mr*** * ***Customer expressed dissatisfaction with Dell service and support and wants a product replacement or a refundWe 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. As per the terms of the Limited Hardware Warranty, depot service has been issued; however, the customer has yet to ship the product for serviceWe remain available to assist the customer under the terms of Dell’s Limited Hardware WarrantyShould the customer have any additional concerns regarding this case, they can reach out to our representative at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission The customer is contacting
the Revdex.com about a Dell Labor Day Early Access Promotion; specifically she is referring to the Dell Inspiron 11-Non-Touch computer which sold out in record time. This promotion generated a tremendous volume of customers at the launch; far exceeding our expectations, ultimately selling out quite quickly. This is the very reason why Dell has a disclaimer on our website and sales brochures that informs potential customers, prices and promotions are subject to change without notice. We appreciate the customer taking the time to bring this observation to our attention. Our representative, Chiranjeevi has communicated with Ms*** about this matter, expressing how we are sorry, but Dell is unable to honor her request that Dell sell her a similar system at the promotional price; therefore, we must respectfully deny any such request we may encounter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Complaint: ***
I am rejecting this response because: I have the same issues with this machineIt crashes numerous times each day and the process of calling tech support takes hours for them to go through the same process that never works for more than a few timesThey have tried on-site repairing the computer times, same problems persistI have phone records of each call to them as I only use a cell phoneThey always ask when to call me and then call at a different timeEvery attempt to Return their missed calls have unsuccessful.My research of Dell on the internet resulted in countless complaints similar to mineOne professional tech site states that Dell expects a 40% to 50% failure rate in their computersThey figure people will just give up trying to get the issues resolvedAs a technical professional myself, I plan on being persistent until they refund my purchase
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
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, *** And *** ***It said in agreement to return original computer, that was returned they have everythin for it, I want to make sure their aware they that we were offered a computer because the part they needed was on a long backorderAlso this is refurbished I asked for the warranty to start again and be full coverage, they will only use old warrant which ends soon, and the warranty doesn't have much coverage, that's why we are in this positionPlease address theseI want at least a month warranty fully covered because it is refurbished*** ***
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,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and expectations for the terms of Dell’s Limited Hardware Warranty We regret any miscommunication which may have occurred and appreciate the
feedback To have a definite start date that is equal for all Dell customers, warranty coverage for Dell computers begins on the date of invoice and Dell will not fluctuate commencement of warranty coverage based on the service level of shipment a customer selects, which can be “Next day” or “3-business day” with possible delays due to elements outside of Dell’s control Dell will not provide extra days of warranty coverage based on incorrect customer expectations Since the date of the submission, a Dell representative contacted the customer to discuss their concerns Our representative denied the request for extra days of warranty however, for customer satisfaction reasons, processed a $concession We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident 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 concernsOur representative worked with our account verification team to resolve this matterPlease note that a credit for order# *** has 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 case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: *** *** is trying to make sure to miss the times I'm able to speak on the phoneHe calls me purposely when I'm at workWe scheduled 10-He emails me 11-is the time we discussedI emailed him three times after that to say that time won't work because I'm at workHe never replied to me and pretended not to receive themThey won't let me speak to anyone elseThey're not going to fix this issueThey're literally giving me the run around now until I give upThey didn't even fix the hardware issues from before.
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: They have my $I have a piece of junk.I have spent 16+ hours trying to fix this, they called me (ONCE!!!!)
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The representative (*** ***) did contact me, after I sent NUMEROUS emails to everyone high up in Dell whose email I could find, however, he did not stay in contact with me, as he indicated he would. I had to CONSTANTLY email him to get updates. He was allegedly with the corporate office too. He initially promised I would have my computer back BEFORE the 7-days that is the norm when your computer is sent to the Depot. I FINALLY got it back FIFTEEN days after it was promised. This was after a part was on backorder and I had to pry what part was required out of the rep and he would not give me an ETA for the part and did not let me know when the part was receivedAND I was told on TWO different days my computer would ship out, and it did not. Never did I get contact from *** unless I instigated itAt one point in time *** told me he would email me back on a Tuesday, which OF COURSE he did not, and when I emailed him, I got a message saying he was out of office until Thursday, so he KNEW he was lying to me when he told me he would contact me on TuesdayThen, I get my computer back and the mouse is dirty and scuffed up and the top part came off, which was NOT the case when I sent it in. Then the computer would not connect to wireless, because apparently they didn't install the required wireless drivers before they sent my computer back, so we had to CALL and spend another hours on the phone with a rep, and when we spoke to their manager they said the Depot never installs drivers (even though when I purchased the computer, I did not have to install anything), but no one told me a THING about that when they sent my computer back. I was just expected to guess this. I purchased the desktop on or about 8/23/2017, which was days agoI started to call and complain about the problems with the computer on 10/13/17. In the days that I have owned the BRAND NEW computer I purchased it, it has worked for only days. So, for approximately 42% of the time I've owned this computer it has not functioned. And we are talking about 42% of a THREE month span. Aside from the fact that they sold me a lemon, they have not even done the right thing and provided appropriate service to get the machine fixed. They continue to make excuses for their product and service.
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 processed the customer’s refund and provided a coupon for compensation. 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
Thank you for providing a copy of the customer’s submission. Dell representative, ***, is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintWe remain available to assist. Please have the customer
contact the representative by email at ***@Dell.com
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 and apologized for the problemsThe representative explained that the customer has not been chargedAs a goodwill gesture the representative had an external DVD drive shipped and confirmed receiptThe customer may contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** 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
experienceThe representative *** contacted the customer and worked with the internal departments to resolve the credit problemThe representative has confirmed with the customer that he has received the fundsPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** 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 concerns and explained the terms of the limited hardware warranty, as well as, the return
policy ***Our representative also informed Mr*** that the warranty does not cover wear and tear part(s)His request for replacement of the wear and tear related part(s) or refund was respectfully deniedWe 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 policiesShould Mr*** have any additional concerns, he can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***
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 customerThank you for providing a copy of the submissionDell representative *** is in contact with Mr*** at this time the exchange has been authorizedThe representative will follow up with the exact configuration once determined to get approval to proceedThe representative will maintain ownership of the account until confirmed resolution and exchange has been receivedThe representative maybe reached by emailing ***@Dell.comSincerely, Advanced Resolution Group *** Dell Inc