Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the
customer and processed a creditOur records indicate the order has been delivered and the credit 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
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Mr*** expressed dissatisfaction with Dell’s response Dell does not accept liability for any software issues experienced by a customer and our records indicate Mr*** was offered fee-based software support prior to the subsequent experiences he described in his submission and he declined the assistance As previously indicated, the warranty on the computer expired on October 13, Dell will not be offering free software support As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach Mr*** regarding this matterOur representative remains available to discuss this matter however there will be no change in the resolution offered We remain available to assist via Dell’s fee-based software representatives should he want to purchase this service Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell has a thirty (30) day Return Period and, as the customer’s computer order invoiced during July, 2015, a refund would not be an option We remain ready to assist the customer within the terms of Dell’s Limited Hardware Warranty and our other policies and she may contact our technical support representatives at ###-###-#### No further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response The customer may contact our representative at ***@Dell.com for any further assistance they may need regarding this matter.Sincerely,Executive Support TeamIncident 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 Our records
indicate Dell representative; *** has reached out to the customer regarding their concerns, and the customer responded by email letting *** know they were successful in placing their order and no longer need assistance in this matter. The customer did provide feedback to *** letting him know this transaction, while now resolved, had been frustrating for them. *** responded with a note of apology and thanked the customer for their business and the feedback provided. We certainly do apologize for any frustration this matter may have caused our customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you for your helpI received a full credit today.Claim #***
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The representative (*** ***) did contact me, after I sent NUMEROUS emails to everyone high up in Dell whose email I could find, however, he did not stay in contact with me, as he indicated he would. I had to CONSTANTLY email him to get updates. He was allegedly with the corporate office too. He initially promised I would have my computer back BEFORE the 7-days that is the norm when your computer is sent to the Depot. I FINALLY got it back FIFTEEN days after it was promised. This was after a part was on backorder and I had to pry what part was required out of the rep and he would not give me an ETA for the part and did not let me know when the part was receivedAND I was told on TWO different days my computer would ship out, and it did not. Never did I get contact from *** unless I instigated itAt one point in time *** told me he would email me back on a Tuesday, which OF COURSE he did not, and when I emailed him, I got a message saying he was out of office until Thursday, so he KNEW he was lying to me when he told me he would contact me on TuesdayThen, I get my computer back and the mouse is dirty and scuffed up and the top part came off, which was NOT the case when I sent it in. Then the computer would not connect to wireless, because apparently they didn't install the required wireless drivers before they sent my computer back, so we had to CALL and spend another hours on the phone with a rep, and when we spoke to their manager they said the Depot never installs drivers (even though when I purchased the computer, I did not have to install anything), but no one told me a THING about that when they sent my computer back. I was just expected to guess this. I purchased the desktop on or about 8/23/2017, which was days agoI started to call and complain about the problems with the computer on 10/13/17. In the days that I have owned the BRAND NEW computer I purchased it, it has worked for only days. So, for approximately 42% of the time I've owned this computer it has not functioned. And we are talking about 42% of a THREE month span. Aside from the fact that they sold me a lemon, they have not even done the right thing and provided appropriate service to get the machine fixed. They continue to make excuses for their product and service.
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell representative *** has been in contact with Mrs*** at this time due to a family emergency and the hurricane Mr*** will follow up next weekMs*** has the representatives contact information and has already provided the proof of purchase to the representativeDell representative *** will remain the point of contact until a resolution has been determinedPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** 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 concernsThe representative worked with our credit verification department to resolve this matterOur records
show that a credit for order# *** has been posted to the original form of payment, which should reflect on his next billing statementThe representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionIt has been determine the issues the customer is facing are software related which are not supported by the hardware warrantyIf the customer would like software support he will need to purchase a contractAdvanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:I have witnesses at my place of employment that I tried to call the extension that was given to me only to be told there was noone using that extension number at the time of my callI was able to answer my phone at the time of one call; which did not go very well*** talked over me, would not listen to my explanations, and essentially told me I can discuss the matter with the Out of Warranty department, whom I also have not been able to get through to via the extenstion number provided Also, have witnesses at work that I have triedI only seem to be able to get through via email to *** as I have not been provided an email to anyone in the OTW department I have also requested to speak with someone who speaks more clear English, as this service center is obviously NOT in America, and everyone whom I have ever spoken with has a heavy Middle Eastern accent, much of which I can not understand Irrelevant? NoBecause I believe there is a language barrier in understanding on both partsI submitted the attached images to *** to demonstrate what is wrong with the computer, because they keep referencing a cracked screen, which is NOT the caseI asked it be forwarded to someone in the OTW department so they can understand what needs to be replaced, as I keep being told there is NO part available *** told me I could pay for the new screen and then when one is available, I could get it replacedI am not paying for something in advance that is not even availableHowever, by showing that the entire top cover that includes the screen needs to be replaced, maybe that is an option that has the part availableI am not understanding why there is NO part availableThey make many of these computers, that part should be availableI want someone who speaks clear English to help meAnd I don't want a call that leaves me a message with an extension I can not get through toI want someone in the OTW department to receive the images I sent and then Email me if there is a part availableA local service person indicated that they don't think there is any reason that Dell can not replace this part.
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsPlease note that the order was canceled due to product availability issuesOur representative
offered assistance; however, Ms*** declinedWe 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 ***@Dell.com, in case Ms*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 07/18/2016 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 technical concerns with their Dell unitAt this time the agent has advised the customer the unit is a retail purchase dated July and the warranty has since expiredDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should they have additional questions or concerns in the matter. Sincerely, Executive Support TeamIncident 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 informed the customer his order was cancelled due to a pricing error. Dell is not responsible for pricing, typographical or other errors in any offer by Dell and reserves the right to cancel any orders arising from such errors which is stated in the consumer terms of sale located here: *** Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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 submissionOur records indicate the Dell
representative; *** has assisted the customer by working with Dell’s finance department to make certain Dell has accepted the disputed amount reported by the customer when he filed his chargeback with PayPal. The customer has confirmed his PayPal account has been refunded and he currently has no other issues. We certainly do apologize for any frustration or inconvenience this matter may have caused Mr***. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint:
I am rejecting this response because: Dell advertises products and processes orders for products it does not have in stock or can fulfill Dell leads you to think that orders are being shipped to you but in reality they are not able to fulfill them and therefore are dishonest in their business practices as so many other customers have noted on Dell's social media and review pages By not fulfilling their orders, we as customers, have not only lost the product we wanted but also opportunity to purchase that product from another vendor while waiting on Dell to fulfill the order
Regards,
Chanra So
Complaint: ***
I am rejecting this response because:Telling me to contact the retailer is a huge red herring, and they have mentioned it at least times. They know it's outside their day return policy, and I have told them this countless times. This claim is a warranty claim, which is between the end user and the manufacturer. I see no mention of a retailer in their warranty, and thus it is totally irrelevantThey have told me they might have a solution at the end of August, but they will not tell me what happens if they don'tThey previously told me a similar story in June, that they would have a fix in JulyThis could go on foreverBottom line, telling me to contact them again in a month and a half is not solutionThe warranty entitles me to a replacementThey do not have a replacement, and they don't know if they ever willIf they can't honor the warranty, they need to come up with an alternative that makes me wholeI have suggested money, but I am open to anything that is fair and equitable given that they do not have a replacement
Regards,
*** ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative referred Ms*** to the following website for reporting suspected phone scams
***
Her request for compensation was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by email at ***@Dell.com, in case Ms*** has any further concerns regarding this caseSincerely,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 spoke to Mr*** regarding his concernsOur records show, the product was purchased from a retailer; therefore, returns are governed by the
policies of the retailer where the product was purchasedOur representative explained the terms of limited hardware warranty, and the return policy (applies only to purchases made directly from Dell)
***
***
Please note, our representative offered technical assistance, as well as, Depot service; however, Mr*** elected not to accept our offer of assistanceHis request for refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of the limited hardware warranty and our other policiesOur 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: Dell's response is not accurate. As I have stated repeatedly I am unable to return the original computer because my attorney advised me that the intact computer is evidence in a lawsuit. I am not in control of that situation.When the replacement computer was ordered in by Mr*** *** of Dell's Executive Customer Support Team, he told me that he did not believe Dell would sell me an extended warranty on a replacement machine. He said that was a totally separate department in which he was not involved. I would not have had a problem had Dell refused to sell me the warranty at that time on the basis of the machine being a replacement, but when I contacted the warranty department, they did indeed sell me an extended warranty even though the machine was a replacement When I pointed that out to Ms***, she said Dell "probably should not have sold you the warranty." I have attached the email exchange between myself and Mr*** with the email I sent to my attorney about the evidence question. He confirmed in a subsequent phone call that he needed to be able to present the intact computer with the emails that are evidence. I have also attached Dell's confirmation of my warranty purchase
Regards,
*** ***
Thank you for providing a copy of the customer submission. A Dell representative, ***, has contacted the customer and is working with them to reach a reasonable resolution. The representative can be reached directly by email at ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the
customer and processed a creditOur records indicate the order has been delivered and the credit 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
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Mr*** expressed dissatisfaction with Dell’s response Dell does not accept liability for any software issues experienced by a customer and our records indicate Mr*** was offered fee-based software support prior to the subsequent experiences he described in his submission and he declined the assistance As previously indicated, the warranty on the computer expired on October 13, Dell will not be offering free software support As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach Mr*** regarding this matterOur representative remains available to discuss this matter however there will be no change in the resolution offered We remain available to assist via Dell’s fee-based software representatives should he want to purchase this service Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell has a thirty (30) day Return Period and, as the customer’s computer order invoiced during July, 2015, a refund would not be an option We remain ready to assist the customer within the terms of Dell’s Limited Hardware Warranty and our other policies and she may contact our technical support representatives at ###-###-#### No further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response The customer may contact our representative at ***@Dell.com for any further assistance they may need regarding this matter.Sincerely,Executive Support TeamIncident 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 Our records
indicate Dell representative; *** has reached out to the customer regarding their concerns, and the customer responded by email letting *** know they were successful in placing their order and no longer need assistance in this matter. The customer did provide feedback to *** letting him know this transaction, while now resolved, had been frustrating for them. *** responded with a note of apology and thanked the customer for their business and the feedback provided. We certainly do apologize for any frustration this matter may have caused our customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you for your helpI received a full credit today.Claim #***
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The representative (*** ***) did contact me, after I sent NUMEROUS emails to everyone high up in Dell whose email I could find, however, he did not stay in contact with me, as he indicated he would. I had to CONSTANTLY email him to get updates. He was allegedly with the corporate office too. He initially promised I would have my computer back BEFORE the 7-days that is the norm when your computer is sent to the Depot. I FINALLY got it back FIFTEEN days after it was promised. This was after a part was on backorder and I had to pry what part was required out of the rep and he would not give me an ETA for the part and did not let me know when the part was receivedAND I was told on TWO different days my computer would ship out, and it did not. Never did I get contact from *** unless I instigated itAt one point in time *** told me he would email me back on a Tuesday, which OF COURSE he did not, and when I emailed him, I got a message saying he was out of office until Thursday, so he KNEW he was lying to me when he told me he would contact me on TuesdayThen, I get my computer back and the mouse is dirty and scuffed up and the top part came off, which was NOT the case when I sent it in. Then the computer would not connect to wireless, because apparently they didn't install the required wireless drivers before they sent my computer back, so we had to CALL and spend another hours on the phone with a rep, and when we spoke to their manager they said the Depot never installs drivers (even though when I purchased the computer, I did not have to install anything), but no one told me a THING about that when they sent my computer back. I was just expected to guess this. I purchased the desktop on or about 8/23/2017, which was days agoI started to call and complain about the problems with the computer on 10/13/17. In the days that I have owned the BRAND NEW computer I purchased it, it has worked for only days. So, for approximately 42% of the time I've owned this computer it has not functioned. And we are talking about 42% of a THREE month span. Aside from the fact that they sold me a lemon, they have not even done the right thing and provided appropriate service to get the machine fixed. They continue to make excuses for their product and service.
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell representative *** has been in contact with Mrs*** at this time due to a family emergency and the hurricane Mr*** will follow up next weekMs*** has the representatives contact information and has already provided the proof of purchase to the representativeDell representative *** will remain the point of contact until a resolution has been determinedPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** 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 concernsThe representative worked with our credit verification department to resolve this matterOur records
show that a credit for order# *** has been posted to the original form of payment, which should reflect on his next billing statementThe representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionIt has been determine the issues the customer is facing are software related which are not supported by the hardware warrantyIf the customer would like software support he will need to purchase a contractAdvanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:I have witnesses at my place of employment that I tried to call the extension that was given to me only to be told there was noone using that extension number at the time of my callI was able to answer my phone at the time of one call; which did not go very well*** talked over me, would not listen to my explanations, and essentially told me I can discuss the matter with the Out of Warranty department, whom I also have not been able to get through to via the extenstion number provided Also, have witnesses at work that I have triedI only seem to be able to get through via email to *** as I have not been provided an email to anyone in the OTW department I have also requested to speak with someone who speaks more clear English, as this service center is obviously NOT in America, and everyone whom I have ever spoken with has a heavy Middle Eastern accent, much of which I can not understand Irrelevant? NoBecause I believe there is a language barrier in understanding on both partsI submitted the attached images to *** to demonstrate what is wrong with the computer, because they keep referencing a cracked screen, which is NOT the caseI asked it be forwarded to someone in the OTW department so they can understand what needs to be replaced, as I keep being told there is NO part available *** told me I could pay for the new screen and then when one is available, I could get it replacedI am not paying for something in advance that is not even availableHowever, by showing that the entire top cover that includes the screen needs to be replaced, maybe that is an option that has the part availableI am not understanding why there is NO part availableThey make many of these computers, that part should be availableI want someone who speaks clear English to help meAnd I don't want a call that leaves me a message with an extension I can not get through toI want someone in the OTW department to receive the images I sent and then Email me if there is a part availableA local service person indicated that they don't think there is any reason that Dell can not replace this part.
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsPlease note that the order was canceled due to product availability issuesOur representative
offered assistance; however, Ms*** declinedWe 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 ***@Dell.com, in case Ms*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 07/18/2016 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 technical concerns with their Dell unitAt this time the agent has advised the customer the unit is a retail purchase dated July and the warranty has since expiredDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should they have additional questions or concerns in the matter. Sincerely, Executive Support TeamIncident 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 informed the customer his order was cancelled due to a pricing error. Dell is not responsible for pricing, typographical or other errors in any offer by Dell and reserves the right to cancel any orders arising from such errors which is stated in the consumer terms of sale located here: *** Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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 submissionOur records indicate the Dell
representative; *** has assisted the customer by working with Dell’s finance department to make certain Dell has accepted the disputed amount reported by the customer when he filed his chargeback with PayPal. The customer has confirmed his PayPal account has been refunded and he currently has no other issues. We certainly do apologize for any frustration or inconvenience this matter may have caused Mr***. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint:
I am rejecting this response because: Dell advertises products and processes orders for products it does not have in stock or can fulfill Dell leads you to think that orders are being shipped to you but in reality they are not able to fulfill them and therefore are dishonest in their business practices as so many other customers have noted on Dell's social media and review pages By not fulfilling their orders, we as customers, have not only lost the product we wanted but also opportunity to purchase that product from another vendor while waiting on Dell to fulfill the order
Regards,
Chanra So
Complaint: ***
I am rejecting this response because:Telling me to contact the retailer is a huge red herring, and they have mentioned it at least times. They know it's outside their day return policy, and I have told them this countless times. This claim is a warranty claim, which is between the end user and the manufacturer. I see no mention of a retailer in their warranty, and thus it is totally irrelevantThey have told me they might have a solution at the end of August, but they will not tell me what happens if they don'tThey previously told me a similar story in June, that they would have a fix in JulyThis could go on foreverBottom line, telling me to contact them again in a month and a half is not solutionThe warranty entitles me to a replacementThey do not have a replacement, and they don't know if they ever willIf they can't honor the warranty, they need to come up with an alternative that makes me wholeI have suggested money, but I am open to anything that is fair and equitable given that they do not have a replacement
Regards,
*** ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative referred Ms*** to the following website for reporting suspected phone scams
***
Her request for compensation was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by email at ***@Dell.com, in case Ms*** has any further concerns regarding this caseSincerely,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 spoke to Mr*** regarding his concernsOur records show, the product was purchased from a retailer; therefore, returns are governed by the
policies of the retailer where the product was purchasedOur representative explained the terms of limited hardware warranty, and the return policy (applies only to purchases made directly from Dell)
***
***
Please note, our representative offered technical assistance, as well as, Depot service; however, Mr*** elected not to accept our offer of assistanceHis request for refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of the limited hardware warranty and our other policiesOur 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: Dell's response is not accurate. As I have stated repeatedly I am unable to return the original computer because my attorney advised me that the intact computer is evidence in a lawsuit. I am not in control of that situation.When the replacement computer was ordered in by Mr*** *** of Dell's Executive Customer Support Team, he told me that he did not believe Dell would sell me an extended warranty on a replacement machine. He said that was a totally separate department in which he was not involved. I would not have had a problem had Dell refused to sell me the warranty at that time on the basis of the machine being a replacement, but when I contacted the warranty department, they did indeed sell me an extended warranty even though the machine was a replacement When I pointed that out to Ms***, she said Dell "probably should not have sold you the warranty." I have attached the email exchange between myself and Mr*** with the email I sent to my attorney about the evidence question. He confirmed in a subsequent phone call that he needed to be able to present the intact computer with the emails that are evidence. I have also attached Dell's confirmation of my warranty purchase
Regards,
*** ***
Thank you for providing a copy of the customer submission. A Dell representative, ***, has contacted the customer and is working with them to reach a reasonable resolution. The representative can be reached directly by email at ***