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
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] ***
Complaint: [redacted] I am rejecting this response because:DELL provided a solution to this issue of continued repair processes only Sending the laptop to the DELL DEPOT or hosting a DELL Technician in my home for on-site replacement of the Motherboard, requires an investment of time without computer access This is the only computer that I own I specifically purchased the laptop for its mobile capability - I am a [redacted] employee that travels oftenSince my receipt of the laptop in December, I have encountered the following (summarized): - Laptop received without purchased OFFICE software installed Installed as "trial" only - DELL contacted and Technician remotely installs the purchased software (hour process) - Noted that when laptop removed from room with Router, internet connectivity lost Contacted VERIZON as assumed a Router issue - (Definitely not the brand new laptop) VERIZON diagnosed the current router and proceeded to send me several replacements -(varying strength levels) to remedy the issue After several weeks, I had received their premium Router, and the issue still persisted.- Contacted DELL Technician remotely accessed laptop to diagnose issue After hours, DELL Technician concluded that it was a Wireless Card problem and it required replacement Part was ordered and Technician scheduled to install during an on-site visit.- DELL Technician installed Wireless Card, issue was not resolved after hours DELL Technician phoned DELL for recommendation as to how to proceed DELL recommended sending laptop to DELL DEPOT for complete assessment and repair Issue: If sent to DELL DEPOT, I would not be provided with a replacement laptop or any other compensation for the inconvenience I financed the purchase of the laptop with DELL, and continue to pay monthly for a defective product Rather than continue with repair processes or to be totally without a computer that I continue to pay for, I asked for a replacement that works I will return the defective one DELL declined Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell service and support and wants a replacement unitWe 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 explained the terms of the limited hardware warranty and processed a Depot serviceOur records indicate, the unit was serviced at the Depot on August 23, and delivered to the customer on August 24, Our representative will also follto verify that the unit is functioning properlyShould Mr [redacted] have any additional concerns regarding this case, he can reach out to our representative at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because:dell.com is not a 3rd party website, blatant lie by dell.com to not comply with advertising lawstating the price match converts to a "low price guarantee" after the sale is bait and switchas previously requested please close this case as "unresolved" a complaint has been filed with the Georgia state attorney generals office and Georgia governors office of consumer affairsas well as a dispute with the bank used to make the purchase Regards, [redacted]
Dear Revdex.com, Dell Representative [redacted] received the information that Ms [redacted] ’s order was deemed to be invalidIt is in the cancel/re-enter stage and Ms [redacted] will be contacted should it become necessary for actions from herOur representative, [redacted] closed this case but remains available to resolve Ms [redacted] ’s issues as reported in her complaintSincerely, Dell Advanced Resolution Team
Dear RevDex.com,Thank you for providing a copy of the customer’s submission. Customer expressed dissatisfaction with Dell service and support and wants a refund. We regret any dissatisfaction he may have experienced and appreciate the feedback provided. Dell records... indicate a Return Authorization was in process when we received the customer’s submission. Since the date of the submission, a Dell representative contacted the customer to provide assistance and the customer has since been provided a refund. We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.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 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,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants a new computer exchange We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns and provide assistance Our representative denied the new system exchange request and offered support per the terms of Dell’s Limited Hardware Warranty Mr [redacted] declined the offer for support and only wants an exchange We remain available to assist him under the terms of the warranty and ask that Mr [redacted] contact our representative for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Thank you for providing a copy of the customer’s submission Dell representative, *[redacted] , has been assigned to this case and has initiated contact with thecustomer by phone; in their attempt to work with the customer and bring this matter to a reasonable resolution We ask that the customer continue to work with *[redacted] The representative can be reached directly by email at [redacted]
Today’s Date: 04/21/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] A [redacted] , to address the contents of their correspondenceThe customer states items have been returned and are pending a refundAt this time the agent has completed the customers refundDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any other questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, After investigating Mr [redacted] account we found that a cross shipment did happen At this time the credit has processed and posted today back to his PayPal account under credit memo reference [redacted] Due to the fact that the credit posted at midnight it may be Monday before he will see it in his account We would like to apologize to Mr [redacted] for the delay in a resolution The customer may reach the representative by emailing at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [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
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]
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
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: 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]
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,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell has a thirty (30) day Return Period which begins on the invoice date, regardless of the service level selected for the carrier delivery Since the date of the submission, a Dell representative contacted Mr [redacted] and, for customer satisfaction reasons, processed a Return Authorization Subsequently, a refund for $has posted to his account He should see this reflected on his next monthly billing statement Our representative provided her contact information and will remain available to assist should Mr [redacted] need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident 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 meI received the replacement computer on 8/25/2015.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
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] ***
Complaint: [redacted] I am rejecting this response because:DELL provided a solution to this issue of continued repair processes only Sending the laptop to the DELL DEPOT or hosting a DELL Technician in my home for on-site replacement of the Motherboard, requires an investment of time without computer access This is the only computer that I own I specifically purchased the laptop for its mobile capability - I am a [redacted] employee that travels oftenSince my receipt of the laptop in December, I have encountered the following (summarized): - Laptop received without purchased OFFICE software installed Installed as "trial" only - DELL contacted and Technician remotely installs the purchased software (hour process) - Noted that when laptop removed from room with Router, internet connectivity lost Contacted VERIZON as assumed a Router issue - (Definitely not the brand new laptop) VERIZON diagnosed the current router and proceeded to send me several replacements -(varying strength levels) to remedy the issue After several weeks, I had received their premium Router, and the issue still persisted.- Contacted DELL Technician remotely accessed laptop to diagnose issue After hours, DELL Technician concluded that it was a Wireless Card problem and it required replacement Part was ordered and Technician scheduled to install during an on-site visit.- DELL Technician installed Wireless Card, issue was not resolved after hours DELL Technician phoned DELL for recommendation as to how to proceed DELL recommended sending laptop to DELL DEPOT for complete assessment and repair Issue: If sent to DELL DEPOT, I would not be provided with a replacement laptop or any other compensation for the inconvenience I financed the purchase of the laptop with DELL, and continue to pay monthly for a defective product Rather than continue with repair processes or to be totally without a computer that I continue to pay for, I asked for a replacement that works I will return the defective one DELL declined Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell service and support and wants a replacement unitWe 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 explained the terms of the limited hardware warranty and processed a Depot serviceOur records indicate, the unit was serviced at the Depot on August 23, and delivered to the customer on August 24, Our representative will also follto verify that the unit is functioning properlyShould Mr [redacted] have any additional concerns regarding this case, he can reach out to our representative at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because:dell.com is not a 3rd party website, blatant lie by dell.com to not comply with advertising lawstating the price match converts to a "low price guarantee" after the sale is bait and switchas previously requested please close this case as "unresolved" a complaint has been filed with the Georgia state attorney generals office and Georgia governors office of consumer affairsas well as a dispute with the bank used to make the purchase Regards, [redacted]
Dear Revdex.com, Dell Representative [redacted] received the information that Ms [redacted] ’s order was deemed to be invalidIt is in the cancel/re-enter stage and Ms [redacted] will be contacted should it become necessary for actions from herOur representative, [redacted] closed this case but remains available to resolve Ms [redacted] ’s issues as reported in her complaintSincerely, Dell Advanced Resolution Team
Dear RevDex.com,Thank you for providing a copy of the customer’s submission. Customer expressed dissatisfaction with Dell service and support and wants a refund. We regret any dissatisfaction he may have experienced and appreciate the feedback provided. Dell records... indicate a Return Authorization was in process when we received the customer’s submission. Since the date of the submission, a Dell representative contacted the customer to provide assistance and the customer has since been provided a refund. We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.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 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,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants a new computer exchange We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns and provide assistance Our representative denied the new system exchange request and offered support per the terms of Dell’s Limited Hardware Warranty Mr [redacted] declined the offer for support and only wants an exchange We remain available to assist him under the terms of the warranty and ask that Mr [redacted] contact our representative for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Thank you for providing a copy of the customer’s submission Dell representative, *[redacted] , has been assigned to this case and has initiated contact with thecustomer by phone; in their attempt to work with the customer and bring this matter to a reasonable resolution We ask that the customer continue to work with *[redacted] The representative can be reached directly by email at [redacted]
Today’s Date: 04/21/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] A [redacted] , to address the contents of their correspondenceThe customer states items have been returned and are pending a refundAt this time the agent has completed the customers refundDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any other questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, After investigating Mr [redacted] account we found that a cross shipment did happen At this time the credit has processed and posted today back to his PayPal account under credit memo reference [redacted] Due to the fact that the credit posted at midnight it may be Monday before he will see it in his account We would like to apologize to Mr [redacted] for the delay in a resolution The customer may reach the representative by emailing at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [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
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]
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
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: 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]
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,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell has a thirty (30) day Return Period which begins on the invoice date, regardless of the service level selected for the carrier delivery Since the date of the submission, a Dell representative contacted Mr [redacted] and, for customer satisfaction reasons, processed a Return Authorization Subsequently, a refund for $has posted to his account He should see this reflected on his next monthly billing statement Our representative provided her contact information and will remain available to assist should Mr [redacted] need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident 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 meI received the replacement computer on 8/25/2015.Regards, [redacted] ***