Today’s Date: 07/31/2015 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 correspondenceWe thank
the customer for their time and patience during this processThe customer may also contact the representative at ***_*** . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Our records indicate that Dell representative *** has confirmed system has been received and has requested it be expeditedThe representative will follow up once the credit has postedWe request the customer contact the representative by email at ***@Dell.com with the additional informationSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: The gift certificate offered to me was for $50.00, this does not cover the monitor. As I have stated many times I was sold a system with an "included" monitor I purchased the four year warranty on the complete system, this should be included since it was sold to me as "included" in the system. Words matter, being baited then switched in a deal should be illegal and that is what happened here. I have been a valuable customer, paying all bills on time, I have held my end of the agreement, a $good faith coupon is actually laughable, have you gone to the Dell website and looked what is available for $50.00? My time in this matter is worth much more.
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*** ***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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative worked with the order verification department to resolve this matterThe
replacement order number *** was delivered to Mr*** on January, 13, under FedEx tracking number ***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 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, Our records indicate that Dell representative *** followed up with the customer in regards to the rebuttalThe representative apologized for the problems and requested a new gift card be issuedThe representative will follow up to confirm receiptThe representative can be reached by emailing ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
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
Since the date of our last
response, a Dell representative, ***, made multiple attempts by telephone and e-mail to contact the customer to discuss her concerns and, to date, there has been no response to the messages left by the representative. Should the customer still need assistance, we ask that she contact our representative at ***@Dell.com for any further assistance she may need regarding this matter. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Complaint: ***
I am rejecting this response because: 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 providing a copy of the customer’s submission Mr*** expressed dissatisfaction with communication and processing expectations for a Delta Skymiles promotion related to his computer purchaseWe regret any dissatisfaction he may have experienced
and appreciate the feedback provided Since the date of the submission, a Dell representative contacted Mr*** to discuss his concerns Although Dell would be unable to facilitate a promotion offered by a third party, Dell records indicate our representative contacted internal Dell representatives to attempt to have the Delta Skymiles processed Shortly after receiving the submission, Mr*** indicated that the Skymiles have been processed to his account Our representative provided contact information and will remain available should he need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because:I refuse to allow any credit for a resolution to go to *** ***He absolutely refused to assist me when I spoke to him, denied sending me a comparable tv that was in stock and did not expedite anythingHe also told me that a credit that was promised to me by a previous representative would not be honored, and when I asked why and told him to listen to the other rep's call, his response was no, he wouldn't be listening to the other call and, "We don't believe in compensation." He told me repeatedly that it was impossible to send me a different tv that was in stock and the only thing I could do was wait for the one I ordered, or get a refund that would take up to days AFTER they received the damaged tv backI was fortunate enough to receive a call from a different representative named *** *** on the same day I spoke to *** immediately offered to resolve my issue by (magically, apparently, if you asked ***) doing exactly what I was askingHe told me to find a comparable tv that was in stock, he got the approval and expedited the shipmentI received a replacement tv on 8/10/but *** *** had no part in that and does not deserve any credit in helping me with a resolution. Thank you to *** for taking the initiative to help meI only regret that it took so long to get someone like him to assist me in the situationDell needs more employees like him.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is acceptable to me insofar as the operation of my computer is concerned.
However, the business bypassed the concern I have regarding overages on my cell phone account. Because of their failure to correctly diagnose and fix the problem originally I was forced to spend hours on my cell phone trying to get this problem resolved. This has resulted in overage charges on my cell phone account. Dell has only apologized for my inconvenience and then thanked me for using Dell
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,
*** ***
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe customers was only charged for the monitor stand and Dell has as part of the terms of sale the right to cancel or change any order affected by a pricing errorAs a goodwill gesture a 10% discount was offered to the customer which was declinedIf 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
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 refund for the order number ***We regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, our representative made multiple attempts to reach the customer; however, has not yet been able to discuss the contents of their correspondenceFurthermore, our records indicate, a credit for order number *** has been posted to the original form of paymentShould the customer have any additional concerns regarding this case, they can reach out to our representative at ***
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
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 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
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, not, but nothing is being accomplished hereSending me something that is not compatible with my laptop is not much of a goodwill gesture. If I cannot return it I will just need to toss it in the trash it is of no use to me.
Regards,
*** ***
Today’s Date: 07/31/2015 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 correspondenceWe thank
the customer for their time and patience during this processThe customer may also contact the representative at ***_*** . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Our records indicate that Dell representative *** has confirmed system has been received and has requested it be expeditedThe representative will follow up once the credit has postedWe request the customer contact the representative by email at ***@Dell.com with the additional informationSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: The gift certificate offered to me was for $50.00, this does not cover the monitor. As I have stated many times I was sold a system with an "included" monitor I purchased the four year warranty on the complete system, this should be included since it was sold to me as "included" in the system. Words matter, being baited then switched in a deal should be illegal and that is what happened here. I have been a valuable customer, paying all bills on time, I have held my end of the agreement, a $good faith coupon is actually laughable, have you gone to the Dell website and looked what is available for $50.00? My time in this matter is worth much more.
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*** ***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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative worked with the order verification department to resolve this matterThe
replacement order number *** was delivered to Mr*** on January, 13, under FedEx tracking number ***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 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, Our records indicate that Dell representative *** followed up with the customer in regards to the rebuttalThe representative apologized for the problems and requested a new gift card be issuedThe representative will follow up to confirm receiptThe representative can be reached by emailing ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
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
Since the date of our last
response, a Dell representative, ***, made multiple attempts by telephone and e-mail to contact the customer to discuss her concerns and, to date, there has been no response to the messages left by the representative. Should the customer still need assistance, we ask that she contact our representative at ***@Dell.com for any further assistance she may need regarding this matter. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Complaint: ***
I am rejecting this response because: 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 providing a copy of the customer’s submission Mr*** expressed dissatisfaction with communication and processing expectations for a Delta Skymiles promotion related to his computer purchaseWe regret any dissatisfaction he may have experienced
and appreciate the feedback provided Since the date of the submission, a Dell representative contacted Mr*** to discuss his concerns Although Dell would be unable to facilitate a promotion offered by a third party, Dell records indicate our representative contacted internal Dell representatives to attempt to have the Delta Skymiles processed Shortly after receiving the submission, Mr*** indicated that the Skymiles have been processed to his account Our representative provided contact information and will remain available should he need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because:I refuse to allow any credit for a resolution to go to *** ***He absolutely refused to assist me when I spoke to him, denied sending me a comparable tv that was in stock and did not expedite anythingHe also told me that a credit that was promised to me by a previous representative would not be honored, and when I asked why and told him to listen to the other rep's call, his response was no, he wouldn't be listening to the other call and, "We don't believe in compensation." He told me repeatedly that it was impossible to send me a different tv that was in stock and the only thing I could do was wait for the one I ordered, or get a refund that would take up to days AFTER they received the damaged tv backI was fortunate enough to receive a call from a different representative named *** *** on the same day I spoke to *** immediately offered to resolve my issue by (magically, apparently, if you asked ***) doing exactly what I was askingHe told me to find a comparable tv that was in stock, he got the approval and expedited the shipmentI received a replacement tv on 8/10/but *** *** had no part in that and does not deserve any credit in helping me with a resolution. Thank you to *** for taking the initiative to help meI only regret that it took so long to get someone like him to assist me in the situationDell needs more employees like him.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is acceptable to me insofar as the operation of my computer is concerned.
However, the business bypassed the concern I have regarding overages on my cell phone account. Because of their failure to correctly diagnose and fix the problem originally I was forced to spend hours on my cell phone trying to get this problem resolved. This has resulted in overage charges on my cell phone account. Dell has only apologized for my inconvenience and then thanked me for using Dell
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,
*** ***
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe customers was only charged for the monitor stand and Dell has as part of the terms of sale the right to cancel or change any order affected by a pricing errorAs a goodwill gesture a 10% discount was offered to the customer which was declinedIf 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
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 refund for the order number ***We regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, our representative made multiple attempts to reach the customer; however, has not yet been able to discuss the contents of their correspondenceFurthermore, our records indicate, a credit for order number *** has been posted to the original form of paymentShould the customer have any additional concerns regarding this case, they can reach out to our representative at ***
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
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 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
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, not, but nothing is being accomplished hereSending me something that is not compatible with my laptop is not much of a goodwill gesture. If I cannot return it I will just need to toss it in the trash it is of no use to me.
Regards,
*** ***