Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDell representative [redacted] contacted the customer and confirmed that they system has been repaired and returned to Ms [redacted] The customer requested a year extended warranty at no costThe representative respectfully denied the request explaining due the system age it would only able allowed to extend the warranty by another yearThe representative did offer to provide a 10% discount if she would like to purchase the last additional year of warranty but Dell providing it for free is not an optionDell has confirmed her system is working as designed and considers the matter closedShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concerns and requested Dell centric information, such as, Service Tag# or Express Service CodeOur representative also made multiple attempts to reach Ms [redacted] ; however, has not been able to discuss the contents of her correspondenceWe 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 [redacted] _***@Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] *** Thank you for providing a copy of the customer’s submissionOur records indicate Dell representative; [redacted] had been assigned to this case The customer states in their letter to the Revdex.com they had called Dell technical support back in December regarding a tech issue they were having with their computer The customer further states that it was during that phone call, they had been provided wrong information regarding the expiration date of their hardware warranty (The warranty expired on 01/14/2016.) The customer says they were led to believe their warranty had expired in December 2015, so they took their Dell computer to a local technician for support and a repair The customer is requesting Dell reimburse them $they say they paid the local technician [redacted] called the customer and apologized for any miscommunication or frustration there may have been during the call with Dell support [redacted] has informed the customer; with all due respect, Dell does not reimburse a customer for third party tech fees This was an agreement between the customer and the third party technician and together they agreed upon a rate which was set by that technician This transaction did not involve Dell and Dell is not liable for any charges incurred for that service Therefore, Dell must respectfully deny the customer’s request for reimbursement of the third party technical support fees Our records do show the customer had called technical support 01/05/requesting reimbursement of $for third party tech fees they had paid a local technician; but there is no documentation to support the customer’s claim they had called Dell in December All this said; please recognize Dell has an Out-of-Warranty team who can assist a customer for a fee It is very unlikely any of our technical support representatives would have denied service and support to the customer; they would have connected the call, with the customer’s permission, with this elite team for support; we would not have missed an opportunity to take care of a customer We certainly do apologize for any inconvenience or frustration this matter may have caused the customer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] 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 submissionA Dell representative [redacted] recently contacted the customer regarding this matterWe regret any dissatisfaction the customer may have experienced and appreciate the feedback providedThe representative explained Dells policy in regards to price match that do not include rebates or discountsThe representative also referred the customer to the price match terms and conditions: [redacted] Any further concerns the customer may have we request the customer contact the representative at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: They are still playing gamesI have yet to receive my complete orders yetAfter the order, they sent me used, open boxed merchandise, that looks like returned productThe sound bar has not even shipped yetIt is all gamesThe money they returned to my account had nothing to do with this but rather to keep me from returning the tvI have spoken to the gentleman within the reply and he has said nothing more than "we are sorry you had trouble, hope you get it fixed"This is a sorry excuse of a companyHere is another one of his replies "Please accept my sincere apologies for any disappointment you may have experienced during your transactions with usOnce again, I thank you for sharing your experience with usThe feedback which we receive remains a crucial tool to determine how we can best improve our products and servicesWe truly regret any inconvenience or frustration this matter may have caused" Regards, [redacted]
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 the submission, a Dell representative, [redacted] has made multiple attempts to reach the customer by phone and e-mail however, to date, there has been no response by the customer to the representatives’ contact attempts Should the customer still need assistance, we ask that she contact our representative at [redacted] _ [redacted] @Dell.com for any further assistance she may need regarding this matter Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a Dell Direct USB operating system mediaFurthermore, our representative informed her, in order to reinstall Microsoft Office, she needs to go online to [redacted] and sign in with the Microsoft account associated with her Office suite or subscription and download itWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s limited hardware warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: you stated it is up to the customer to remember to call Dell back to get gift cards refunded While credit cards payments would be automatically done Dell has deeply failed its consumer base in the US with poor policies and customer service The gift card should have at least had a courtesy to have a restatement of an expiration date, because the first use was made within the days Had I spoken to an American customer service agent, I believe this would have been resolved Regards, [redacted]
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 experienceA Dell representative [redacted] has been in contact with the customer an apologized for the problemsThe representative explained that the warranty did care over from the original order which is part of the terms and conditions of the warrantyThe customer may contact the out of warranty department for service at ###-###-####Please have the customer contact the representative by email at [redacted] _***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] 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 [redacted] took remote control of the customer’s computer and tested it for an hour with no wifi disconnections [redacted] also tested the download speed and the computer is working per design 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: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] 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 submissionOur Dell representative [redacted] has attempted several times to work with the customer to determine what the issue isUntil troubleshooting is completed a resolution cannot be determinedUnless the customer is willing to work with the representative Dell has no other option but to close the casePlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] *** Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has authorized a full refund to this customer On April 13, the customer confirmed receipt of the refund check and after cashing says the full refund has posted to his bank account The customer has expressed his sincere appreciation for ***’s assistance and considers the matter addressed and resolved to his satisfaction Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Thank you for providing a copy of the customer submission A Dell representative, Surendra has contacted the customer by phone and is working with them to reach a reasonable resolution The representative can be reached directly by email at [redacted] for any other issues the customer may have
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] was instrumental in addressing the customer’s concerns The representative had explained the terms and conditions of Dell’s limited hardware warranty, which dictates software issues, are not covered under the hardware warranty Our representative also confirmed Dell hardware functionalityDell’s position remains the same; therefore we respectfully deny his request for compensation or a replacement unit We consider this matter appropriately addressed Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: there is NO transaction from Dell on or about 2/- I have checked my credit card account as well as my bank accounts Would you kindly as Dell to provide PROOF of Deposit and to WHICH Account Number and I will close this case, until proof of deposit is forward to me and the Revdex.com - this matter will remain OPEN Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I am fed up with the horrific customer service provided by this company I want a full refund or total replacement of the laptop I feel that a brand new laptop should not have stopped working properly barely months after the initial purchase I do not trust that the technicians will replace and send back the laptop in its top form due to the performance that the technician that they sent out to my home previously And in addition, it would put be out of work during the time period they would take to fix it It is $- surely a company this large can just refund or replace the LEMON laptop they sold me Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: my first point in my requested resolution, in my Revdex.com complaint, was to establish direct contact with appropriate Dell management at Dell’s corporate headquarters in Round Rock, TX Dell's initial response to the Revdex.com correspondence was to reject that request, and immediately forward my Revdex.com complaint to Dell representative [redacted] IN INDIA, who just happens to be the SAME PERSON who responded to my initial complaint letter to [redacted] ***, via telephone and e-mail Ms [redacted] made it very clear in her initial telephone call that neither she nor Dell would offer any resolution to my complaints, outlined in detail in the attached letter to [redacted] ***, other than their thanks for my input Contrary to the Dell Advanced Resolution Group’s response to the Revdex.com correspondence, Ms [redacted] did, in fact, contact me a second time, via telephone and e-mail, after my Revdex.com complaint During that second telephone call, I advised Ms [redacted] that I had nothing further to discuss with her, based on her rejection of my issues and complaints, and that I expected contact from appropriate Dell management personnel in Round Rock, TX for any further discussion Ms [redacted] only rejected my request for reimbursement for the worthless extended warranty; she did not address any of my other complaints, as documented in the attached letter to [redacted] *** This response, or lack thereof, has typified Dell’s response to my issues and complaints over the past two years, and seems to clearly indicate Dell’s lack of interest in resolving customer issues Dell has essentially offered nothing to resolve my issues and complaints Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] **
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDell representative [redacted] contacted the customer and confirmed that they system has been repaired and returned to Ms [redacted] The customer requested a year extended warranty at no costThe representative respectfully denied the request explaining due the system age it would only able allowed to extend the warranty by another yearThe representative did offer to provide a 10% discount if she would like to purchase the last additional year of warranty but Dell providing it for free is not an optionDell has confirmed her system is working as designed and considers the matter closedShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concerns and requested Dell centric information, such as, Service Tag# or Express Service CodeOur representative also made multiple attempts to reach Ms [redacted] ; however, has not been able to discuss the contents of her correspondenceWe 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 [redacted] _***@Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] *** Thank you for providing a copy of the customer’s submissionOur records indicate Dell representative; [redacted] had been assigned to this case The customer states in their letter to the Revdex.com they had called Dell technical support back in December regarding a tech issue they were having with their computer The customer further states that it was during that phone call, they had been provided wrong information regarding the expiration date of their hardware warranty (The warranty expired on 01/14/2016.) The customer says they were led to believe their warranty had expired in December 2015, so they took their Dell computer to a local technician for support and a repair The customer is requesting Dell reimburse them $they say they paid the local technician [redacted] called the customer and apologized for any miscommunication or frustration there may have been during the call with Dell support [redacted] has informed the customer; with all due respect, Dell does not reimburse a customer for third party tech fees This was an agreement between the customer and the third party technician and together they agreed upon a rate which was set by that technician This transaction did not involve Dell and Dell is not liable for any charges incurred for that service Therefore, Dell must respectfully deny the customer’s request for reimbursement of the third party technical support fees Our records do show the customer had called technical support 01/05/requesting reimbursement of $for third party tech fees they had paid a local technician; but there is no documentation to support the customer’s claim they had called Dell in December All this said; please recognize Dell has an Out-of-Warranty team who can assist a customer for a fee It is very unlikely any of our technical support representatives would have denied service and support to the customer; they would have connected the call, with the customer’s permission, with this elite team for support; we would not have missed an opportunity to take care of a customer We certainly do apologize for any inconvenience or frustration this matter may have caused the customer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] 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 submissionA Dell representative [redacted] recently contacted the customer regarding this matterWe regret any dissatisfaction the customer may have experienced and appreciate the feedback providedThe representative explained Dells policy in regards to price match that do not include rebates or discountsThe representative also referred the customer to the price match terms and conditions: [redacted] Any further concerns the customer may have we request the customer contact the representative at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: They are still playing gamesI have yet to receive my complete orders yetAfter the order, they sent me used, open boxed merchandise, that looks like returned productThe sound bar has not even shipped yetIt is all gamesThe money they returned to my account had nothing to do with this but rather to keep me from returning the tvI have spoken to the gentleman within the reply and he has said nothing more than "we are sorry you had trouble, hope you get it fixed"This is a sorry excuse of a companyHere is another one of his replies "Please accept my sincere apologies for any disappointment you may have experienced during your transactions with usOnce again, I thank you for sharing your experience with usThe feedback which we receive remains a crucial tool to determine how we can best improve our products and servicesWe truly regret any inconvenience or frustration this matter may have caused" Regards, [redacted]
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 the submission, a Dell representative, [redacted] has made multiple attempts to reach the customer by phone and e-mail however, to date, there has been no response by the customer to the representatives’ contact attempts Should the customer still need assistance, we ask that she contact our representative at [redacted] _ [redacted] @Dell.com for any further assistance she may need regarding this matter Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a Dell Direct USB operating system mediaFurthermore, our representative informed her, in order to reinstall Microsoft Office, she needs to go online to [redacted] and sign in with the Microsoft account associated with her Office suite or subscription and download itWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s limited hardware warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: you stated it is up to the customer to remember to call Dell back to get gift cards refunded While credit cards payments would be automatically done Dell has deeply failed its consumer base in the US with poor policies and customer service The gift card should have at least had a courtesy to have a restatement of an expiration date, because the first use was made within the days Had I spoken to an American customer service agent, I believe this would have been resolved Regards, [redacted]
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 experienceA Dell representative [redacted] has been in contact with the customer an apologized for the problemsThe representative explained that the warranty did care over from the original order which is part of the terms and conditions of the warrantyThe customer may contact the out of warranty department for service at ###-###-####Please have the customer contact the representative by email at [redacted] _***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] 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 [redacted] took remote control of the customer’s computer and tested it for an hour with no wifi disconnections [redacted] also tested the download speed and the computer is working per design 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: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] 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 submissionOur Dell representative [redacted] has attempted several times to work with the customer to determine what the issue isUntil troubleshooting is completed a resolution cannot be determinedUnless the customer is willing to work with the representative Dell has no other option but to close the casePlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] *** Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has authorized a full refund to this customer On April 13, the customer confirmed receipt of the refund check and after cashing says the full refund has posted to his bank account The customer has expressed his sincere appreciation for ***’s assistance and considers the matter addressed and resolved to his satisfaction Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Thank you for providing a copy of the customer submission A Dell representative, Surendra has contacted the customer by phone and is working with them to reach a reasonable resolution The representative can be reached directly by email at [redacted] for any other issues the customer may have
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] was instrumental in addressing the customer’s concerns The representative had explained the terms and conditions of Dell’s limited hardware warranty, which dictates software issues, are not covered under the hardware warranty Our representative also confirmed Dell hardware functionalityDell’s position remains the same; therefore we respectfully deny his request for compensation or a replacement unit We consider this matter appropriately addressed Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: there is NO transaction from Dell on or about 2/- I have checked my credit card account as well as my bank accounts Would you kindly as Dell to provide PROOF of Deposit and to WHICH Account Number and I will close this case, until proof of deposit is forward to me and the Revdex.com - this matter will remain OPEN Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I am fed up with the horrific customer service provided by this company I want a full refund or total replacement of the laptop I feel that a brand new laptop should not have stopped working properly barely months after the initial purchase I do not trust that the technicians will replace and send back the laptop in its top form due to the performance that the technician that they sent out to my home previously And in addition, it would put be out of work during the time period they would take to fix it It is $- surely a company this large can just refund or replace the LEMON laptop they sold me Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: my first point in my requested resolution, in my Revdex.com complaint, was to establish direct contact with appropriate Dell management at Dell’s corporate headquarters in Round Rock, TX Dell's initial response to the Revdex.com correspondence was to reject that request, and immediately forward my Revdex.com complaint to Dell representative [redacted] IN INDIA, who just happens to be the SAME PERSON who responded to my initial complaint letter to [redacted] ***, via telephone and e-mail Ms [redacted] made it very clear in her initial telephone call that neither she nor Dell would offer any resolution to my complaints, outlined in detail in the attached letter to [redacted] ***, other than their thanks for my input Contrary to the Dell Advanced Resolution Group’s response to the Revdex.com correspondence, Ms [redacted] did, in fact, contact me a second time, via telephone and e-mail, after my Revdex.com complaint During that second telephone call, I advised Ms [redacted] that I had nothing further to discuss with her, based on her rejection of my issues and complaints, and that I expected contact from appropriate Dell management personnel in Round Rock, TX for any further discussion Ms [redacted] only rejected my request for reimbursement for the worthless extended warranty; she did not address any of my other complaints, as documented in the attached letter to [redacted] *** This response, or lack thereof, has typified Dell’s response to my issues and complaints over the past two years, and seems to clearly indicate Dell’s lack of interest in resolving customer issues Dell has essentially offered nothing to resolve my issues and complaints Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] **