Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has processed a return and refund for the customer’s external DVD drive and hard disk drive. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Complaint: ***
I am rejecting this response because:The concession was of $ 75, but it should have been $ The dell representative is wrongly stating that a concession was provided, but for a wrong amount and with wrong reasoningI would like to pursue this further and not close the case.
Regards,
*** ***
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. The customer has confirmed with *** their issue has been resolved and no further contact is necessary. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Dear Revdex.com, 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 submissionAll of the attachments were reviewed by the representativeAttachments provided that the customer used to support his claim were not all from Dell.com which was explainedDell’s position remains unchanged and considers the matter closedSincerely, Advanced Resolution Group *** Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has provided the customer a refund of the service. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Today’s Date: 02/04/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceAt this time the agent has been unable to reach the customer nor has the customer responded to the agents contact attempts. We ask the customer to contact the representative at ***_***@Dell.com should they still require assistance. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
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
From the beginning, I was very clear it was the AC adapter issue, but Dell refused to accept this and had me run through multiple troubleshooting step-by-step even though their own system detected the issue and reported it on the screenAfter hours of troubleshooting, annoying phone calls, stealing my personal information without consent, and arguing with me the customer, finally, the Dell representative wanted me to ship the laptop back to them so that they could diagnose the issue furtherI brought up once again the simple resolution - to replace the AC adapter - which the Dell representative then agreed to accept my suggestionThe new AC adapter works just fine, so after month of irritating their customer, the simple solution workedI have no good impression of Dell - horrible customer service, and if their hardware is not of quality, I have no intention of buying a new Dell next timeIt is not lost on me how they treated their customers - poorly - above allBut, I will accept this issue as completed and hope not to encounter Dell further down the road, although I am stuck with this new laptop for next 2-years
Regards,
*** ***
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submissionA Dell representative, *** has recently contacted the customer regarding their concerns. We
regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has declined the customer’s request for a refund due to the system being out of the return period, but has offered to repair any issues per Dell’s limited hardware warranty. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has issued a return and refund for the customer’s battery. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any miscommunication which may have occurred and appreciate the feedback Dell records
indicate a refund for $was posted to the customer’s Dell account Since the date of the submission, a Dell representative contacted the customer to provide this information and subsequently followed up to confirm that he received the refund We ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:It took days from my first call to Dell (had problems with the computer for 2-weeks prior) to obtain a working computer Went up to a week with zero response from *** *** (not answering email or calling), who claims to be the top tier of Dell computer Twice prior to submitting this complaint I was told by supervisors that "if this doesn't fix it we will replace it" *** *** refused to do that, and did not attempt to contact the supervisors who told me that I finally purchased a new computer after weeks of horrible customer service and dozens of hours on the phone with Dell (I needed a working computer and had no idea how long this was going to go on) Then, he wants me to send it back AGAIN so they can try ONE MORE TIME to fix it (after already replacing the motherboard twice, the hard drive twice, and the keyboard) When I refused, he finally agreed to replace it with a "refurbished" computer Refurbished computer received....and guess what....phone calls and emails sent every day the first three days wanting broken computer back!!! Wow, we're in no hurry to fix your computer for weeks, but once we replace it we want the old broken one back NOW!!! Dell Customer Service Sucks!!! Never again will I purchase anything with the Dell name on it Once I have time to spend on the new (refurbished) one and re-install all of my backed up data I will evaluate the quality of what was finally replaced I'm in no hurry to send back the broken one, as they were in no hurry to satisfy a customer.No Regards,
*** ***
Complaint: ***
I am rejecting this response because: I want to thank the Revdex.com for trying to help me. The Dell Customer Service has done anything to resolve the new Dell Computer from losing data, they keep telling me it is a software problem. Repeatedly I have told them that it is a hardware problem. They will not send my new Dell computer to a Dell repair shop for evaluation. Dell has refused to restore the D: recovery drive on this computer. Therefor, I HAVE FILED A COMPLAINT TO THE ATTORNEY GENERALS OFFICE in my stateAll the Dell Representatives I spoke to were located in India. It took representatives 9-1/hours in days just to install Windows These are the people telling me there is nothing wrong with my new Dell Computer. I have sent all my documentation with the problem I have had with Dell Corporation to the Attorney General of my state
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernThe representative worked with our account verification team to resolve this matterOur records show
that a credit for order# *** has been posted to the original form of payment, which should reflect on her next billing statementThe representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur records show that she was provided a partial credit of $in August However, as a
gesture of goodwill and in the interest of customer satisfaction, our representative processed a coupon and followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative verified that all the necessary credits have been posted to the original form
of payment and followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Dell representative,
*** has been in communication with end user, *** *** by phone and email; in their attempt to work with her and bring this matter to a reasonable resolution. During their discussion by phone, Ms*** had expressed she would like to return the system for a refund or receive a system exchange. *** has explained to *** *** a refund is not possible as the end user did not purchase the system from Dell. However, *** has made clear to the end user Dell is here to assist Ms*** per the Terms and Conditions of the system hardware warranty. Unfortunately, the end user has failed to respond to ***’s offer of assistance. Since there is a specific time period in which Dell is allotted to officially respond to the Revdex.com, Dell has no other option than to close our case due to lack of response by the end user. Please have Ms*** contact our representative directly if she should change her mind and indicate she would welcome assistance in this matter. Dell will be happy to re-open the case and address the matter with Ms*** at that time. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Today’s Date: 05/06/2016 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 concernsAt this time the agent has issued a system exchange for the customer which was confirmed received in proper orderDell 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 with any other questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our records indicate the system has been delivered to the customer and the credit has been applied to the original form of paymentWe regret any dissatisfaction which may have been
experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has processed a return and refund for the customer’s external DVD drive and hard disk drive. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Complaint: ***
I am rejecting this response because:The concession was of $ 75, but it should have been $ The dell representative is wrongly stating that a concession was provided, but for a wrong amount and with wrong reasoningI would like to pursue this further and not close the case.
Regards,
*** ***
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. The customer has confirmed with *** their issue has been resolved and no further contact is necessary. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Dear Revdex.com, 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 submissionAll of the attachments were reviewed by the representativeAttachments provided that the customer used to support his claim were not all from Dell.com which was explainedDell’s position remains unchanged and considers the matter closedSincerely, Advanced Resolution Group *** Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has provided the customer a refund of the service. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Today’s Date: 02/04/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceAt this time the agent has been unable to reach the customer nor has the customer responded to the agents contact attempts. We ask the customer to contact the representative at ***_***@Dell.com should they still require assistance. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
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
From the beginning, I was very clear it was the AC adapter issue, but Dell refused to accept this and had me run through multiple troubleshooting step-by-step even though their own system detected the issue and reported it on the screenAfter hours of troubleshooting, annoying phone calls, stealing my personal information without consent, and arguing with me the customer, finally, the Dell representative wanted me to ship the laptop back to them so that they could diagnose the issue furtherI brought up once again the simple resolution - to replace the AC adapter - which the Dell representative then agreed to accept my suggestionThe new AC adapter works just fine, so after month of irritating their customer, the simple solution workedI have no good impression of Dell - horrible customer service, and if their hardware is not of quality, I have no intention of buying a new Dell next timeIt is not lost on me how they treated their customers - poorly - above allBut, I will accept this issue as completed and hope not to encounter Dell further down the road, although I am stuck with this new laptop for next 2-years
Regards,
*** ***
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submissionA Dell representative, *** has recently contacted the customer regarding their concerns. We
regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has declined the customer’s request for a refund due to the system being out of the return period, but has offered to repair any issues per Dell’s limited hardware warranty. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has issued a return and refund for the customer’s battery. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any miscommunication which may have occurred and appreciate the feedback Dell records
indicate a refund for $was posted to the customer’s Dell account Since the date of the submission, a Dell representative contacted the customer to provide this information and subsequently followed up to confirm that he received the refund We ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:It took days from my first call to Dell (had problems with the computer for 2-weeks prior) to obtain a working computer Went up to a week with zero response from *** *** (not answering email or calling), who claims to be the top tier of Dell computer Twice prior to submitting this complaint I was told by supervisors that "if this doesn't fix it we will replace it" *** *** refused to do that, and did not attempt to contact the supervisors who told me that I finally purchased a new computer after weeks of horrible customer service and dozens of hours on the phone with Dell (I needed a working computer and had no idea how long this was going to go on) Then, he wants me to send it back AGAIN so they can try ONE MORE TIME to fix it (after already replacing the motherboard twice, the hard drive twice, and the keyboard) When I refused, he finally agreed to replace it with a "refurbished" computer Refurbished computer received....and guess what....phone calls and emails sent every day the first three days wanting broken computer back!!! Wow, we're in no hurry to fix your computer for weeks, but once we replace it we want the old broken one back NOW!!! Dell Customer Service Sucks!!! Never again will I purchase anything with the Dell name on it Once I have time to spend on the new (refurbished) one and re-install all of my backed up data I will evaluate the quality of what was finally replaced I'm in no hurry to send back the broken one, as they were in no hurry to satisfy a customer.No Regards,
*** ***
Complaint: ***
I am rejecting this response because: I want to thank the Revdex.com for trying to help me. The Dell Customer Service has done anything to resolve the new Dell Computer from losing data, they keep telling me it is a software problem. Repeatedly I have told them that it is a hardware problem. They will not send my new Dell computer to a Dell repair shop for evaluation. Dell has refused to restore the D: recovery drive on this computer. Therefor, I HAVE FILED A COMPLAINT TO THE ATTORNEY GENERALS OFFICE in my stateAll the Dell Representatives I spoke to were located in India. It took representatives 9-1/hours in days just to install Windows These are the people telling me there is nothing wrong with my new Dell Computer. I have sent all my documentation with the problem I have had with Dell Corporation to the Attorney General of my state
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernThe representative worked with our account verification team to resolve this matterOur records show
that a credit for order# *** has been posted to the original form of payment, which should reflect on her next billing statementThe representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur records show that she was provided a partial credit of $in August However, as a
gesture of goodwill and in the interest of customer satisfaction, our representative processed a coupon and followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative verified that all the necessary credits have been posted to the original form
of payment and followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: The incident happened on 8/11.
Regards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Dell representative,
*** has been in communication with end user, *** *** by phone and email; in their attempt to work with her and bring this matter to a reasonable resolution. During their discussion by phone, Ms*** had expressed she would like to return the system for a refund or receive a system exchange. *** has explained to *** *** a refund is not possible as the end user did not purchase the system from Dell. However, *** has made clear to the end user Dell is here to assist Ms*** per the Terms and Conditions of the system hardware warranty. Unfortunately, the end user has failed to respond to ***’s offer of assistance. Since there is a specific time period in which Dell is allotted to officially respond to the Revdex.com, Dell has no other option than to close our case due to lack of response by the end user. Please have Ms*** contact our representative directly if she should change her mind and indicate she would welcome assistance in this matter. Dell will be happy to re-open the case and address the matter with Ms*** at that time. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Today’s Date: 05/06/2016 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 concernsAt this time the agent has issued a system exchange for the customer which was confirmed received in proper orderDell 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 with any other questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our records indicate the system has been delivered to the customer and the credit has been applied to the original form of paymentWe regret any dissatisfaction which may have been
experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc