Complaint: ***
I am rejecting this response because: Its Stupid I have contacted this person he don't reach back out to me reguarding this matter
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Non-native english speaking person called, could barely understand themGave me the same scripted response I received from every other method of contact I've triedI get it, they made a pricing mistakeBut it's not good policy to ship a few orders (fully) and cancel the rest, and trust me that did happen regardless of what they sayNot only that, if you make a mistake, own up to it and offer some type of compensation, even a coupon would be better than nothingThis is just bad customer relations, and companies are going to start losing a lot of business because they act this way
Regards,
*** ***
Dear Revdex.com,
Our records indicate the representative *** followed up with the customer and has authorized a depot serviceThe representative will follow up with the customer once repair has been completed to confirm receiptPlease have the customer contact the representative by emailing at ***
Advanced Resolution Group
Incident
*** 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 The customer is contacting
the Revdex.com about a Dell Labor Day Early Access Promotion; specifically she is referring to the Dell Inspiron 11-Non-Touch computer which sold out in record time. This promotion generated a tremendous volume of customers at the launch; far exceeding our expectations, ultimately selling out quite quickly. This is the very reason why Dell has a disclaimer on our website and sales brochures that informs potential customers, prices and promotions are subject to change without notice. We appreciate the customer taking the time to bring this observation to our attention. Our representative, Chiranjeevi has communicated with Ms*** about this matter, expressing how we are sorry, but Dell is unable to honor her request that Dell sell her a similar system at the promotional price; therefore, we must respectfully deny any such request we may encounter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Complaint: ***
I am rejecting this response because: Dell put in writing (see attachment) in January (after stating over the phone) that we would be receiving a refund. It was not until after that in February that Dell stated they would give me a on site service to repair my computer. I based my decision to purchase another computer for my daughter based on Dell's written promise to provide me with a refund once I returned the computer. Dell cannot change their written word after we have come to an agreement and offer me another deal. Dell must stand behind what their company promised. In addition, I had the already repaired computer in working order for less than two days before it failed again. This falls under the days Dell is claiming I have to return the computer.
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 Our records indicate
the Dell representative; *** has been in contact with the customer regarding his order for a Dell inch Gaming Monitor. *** advised the customer there was a parts availability issue, which is the reason for the order delay. Dell apologizes for the delay; but situations such as this is out of Dell’s control. The customer has since received the order on January 28, 2017. 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
Dear Revdex.com,
Our records indicate that Dell representative *** has been in contact with the customer in regards to this situationThe representative has explained that the first order placed 9/30/was cancelled and never chargedThe second order ***invoiced 10/13/was charged but the customer did a dispute with the credit card companyWhen a dispute is filed the credit card company provided a refund to the customer so Dell was never paidDue to the funds not being released back to Dell when the customer has the order the account has been put on holdWe strongly suggest the customer follow up with the bank to have these funds released back to Dell to pay for the order he currently hasThe customer has been provided a copy of the statement from the Dell credit card department explaining these details with the reference numbers to discuss with his AMX card. Please have the customer contact AMX at ###-###-#### and refer to case ***.
Please have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
***
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 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 the customer’s refund and provided a coupon for compensation. 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:I do not feel that Dell made sufficient effort to resolve the problem. Their customer service is horrible. An "apology" does not compensate for the time and severe frustration I had to spend on the phone with them (almost hours). In addition, I had to call the last representative twice! I left a message, and again, no responses. So I had to call again, be switched to three people before I was contacted with the correct person. Since it was their mistake, they should have overnighted the correct key code to meInstead, it took over a week for me to receive it. If I had not sent them the correct information or missed a payment, I am positive they would have not accepted a simple "I'm sorry". This company needs to be held responsible for their incompetent customer service.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I have the same issues with this machineIt crashes numerous times each day and the process of calling tech support takes hours for them to go through the same process that never works for more than a few timesThey have tried on-site repairing the computer times, same problems persistI have phone records of each call to them as I only use a cell phoneThey always ask when to call me and then call at a different timeEvery attempt to Return their missed calls have unsuccessful.My research of Dell on the internet resulted in countless complaints similar to mineOne professional tech site states that Dell expects a 40% to 50% failure rate in their computersThey figure people will just give up trying to get the issues resolvedAs a technical professional myself, I plan on being persistent until they refund my purchase
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
Regards,
*** ***No Feb 09 this lap top is doing the same thing , Not working / Or working only when it want to
Dear Revdex.com,
Our records indicate that Dell representative *** has contacted the customer and authorized an exchangeThe representative will update the customer once shipping information is available
Please have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that although the effort put into getting this case resolved was unacceptable, this resolution is satisfactory to me
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for price matching by Dell We regret any miscommunication which may have occurred and appreciate the feedback
The intent of Dell’s Price Match policy is to assist customers who purchase an item from Dell, then see an identical offer from Dell or elsewhere By matching the lower price, Dell avoids the expense of a return and the customer is able to avoid the inconvenience of a return and reorder Dell has competitive pricing and we are not required to use a price match strategy to compete with our partners and competitors as a pre-sales tool Since the date of the submission, a Dell representative contacted the customer and denied the customer’s request for a specific configuration at a reduced price based on pricing offered by a third party As a one-time goodwill gesture for customer satisfaction reasons, our representative offered a ten percent (10%) refund if the customer elects to purchase the computer from Dell We ask that the customer contact our representative at ***@Dell.com for any further assistance they may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:
Regards,
***Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** And *** ***It said in agreement to return original computer, that was returned they have everythin for it, I want to make sure their aware they that we were offered a computer because the part they needed was on a long backorderAlso this is refurbished I asked for the warranty to start again and be full coverage, they will only use old warrant which ends soon, and the warranty doesn't have much coverage, that's why we are in this positionPlease address theseI want at least a month warranty fully covered because it is refurbished*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Mr*** expressed dissatisfaction with Dell’s response We regret any miscommunication which may have occurred and appreciate the feedback As previously indicated, during manufacturing, Dell embeds the Microsoft operating system product information on the motherboard Due to continuous changes by software vendors and licensed products, and the age of Mr***’s computer from 2012, his computer may have a sticker attached with a digit alpha-numeric product code that would be used should he need to reactivate the operating system, licensed by Microsoft, such as after replacement of a hard drive or motherboard Dell does not own the license and cannot replace the codeOur records indicate that a Dell representative attempted to inform Mr*** that the key should have been embedded on the motherboard purchased from Dell and should be activated upon entering his service tag however if that failed during the installation process, Mr*** would have needed to call Dell within days from his invoice date in order to obtain free support for the motherboard, which was purchased in Dell may be able to assist via Dell’s fee based out of warranty support representatives should Mr*** want to purchase this service As Dell’s stance remains unchanged, no further attempt will be made to reach Mr*** regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and per the terms and conditions of the sale, respectfully denied his request for a new product key or free
replacement software
***
We regret any dissatisfaction Mr*** may have experienced*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident 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 concerns and explained the terms of the limited hardware warranty, as well as, the return
policy ***Our representative also informed Mr*** that the warranty does not cover wear and tear part(s)His request for replacement of the wear and tear related part(s) or 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 Dell’s limited hardware warranty and our other policiesShould Mr*** have any additional concerns, he can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***
Sincerely,
Advanced Resolution Group
Incident ID ***
Dell
Dear Revdex.com, Thank you for the opportunity to address the
correspondence submitted by *** *** *** ***A Dell representative recently spoke to *** *** regarding his concernsOur representative explained the terms of sale and the limited hardware warrantyAfter further review, our representative processed a replacement unitOur records show that the replacement was delivered on July 7th, Our representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s limited hardware warranty and our other policiesOur representative may be contacted directly via e-mail at ***, in case *** *** 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 Our records indicate Dell
representative; *** has been instrumental in assisting the customer with the technical problems they had been having with their Dell XPS Notebook computer. Records indicate the system had been sent to the depot for repair; the customer did an Operating System Reinstall which controlled the blue screens. However, the customer did report to our representative the screen was “flickering”, so ***, with the customer’s permission, took virtual control of the computer and updated the chipset and video drivers; after which the customer reported the system as working well. The customer asked if they could “test” the system for a few days and *** invited the customer to do so and to call them back if the computer should continue to display any technical issues. It’s now been approximately ten (10) days with no word back from the customer. The customer has our representative’s contact information if they should need additional assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Complaint: ***
I am rejecting this response because: Its Stupid I have contacted this person he don't reach back out to me reguarding this matter
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Non-native english speaking person called, could barely understand themGave me the same scripted response I received from every other method of contact I've triedI get it, they made a pricing mistakeBut it's not good policy to ship a few orders (fully) and cancel the rest, and trust me that did happen regardless of what they sayNot only that, if you make a mistake, own up to it and offer some type of compensation, even a coupon would be better than nothingThis is just bad customer relations, and companies are going to start losing a lot of business because they act this way
Regards,
*** ***
Dear Revdex.com,
Our records indicate the representative *** followed up with the customer and has authorized a depot serviceThe representative will follow up with the customer once repair has been completed to confirm receiptPlease have the customer contact the representative by emailing at ***
Advanced Resolution Group
Incident
*** 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 The customer is contacting
the Revdex.com about a Dell Labor Day Early Access Promotion; specifically she is referring to the Dell Inspiron 11-Non-Touch computer which sold out in record time. This promotion generated a tremendous volume of customers at the launch; far exceeding our expectations, ultimately selling out quite quickly. This is the very reason why Dell has a disclaimer on our website and sales brochures that informs potential customers, prices and promotions are subject to change without notice. We appreciate the customer taking the time to bring this observation to our attention. Our representative, Chiranjeevi has communicated with Ms*** about this matter, expressing how we are sorry, but Dell is unable to honor her request that Dell sell her a similar system at the promotional price; therefore, we must respectfully deny any such request we may encounter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Complaint: ***
I am rejecting this response because: Dell put in writing (see attachment) in January (after stating over the phone) that we would be receiving a refund. It was not until after that in February that Dell stated they would give me a on site service to repair my computer. I based my decision to purchase another computer for my daughter based on Dell's written promise to provide me with a refund once I returned the computer. Dell cannot change their written word after we have come to an agreement and offer me another deal. Dell must stand behind what their company promised. In addition, I had the already repaired computer in working order for less than two days before it failed again. This falls under the days Dell is claiming I have to return the computer.
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 Our records indicate
the Dell representative; *** has been in contact with the customer regarding his order for a Dell inch Gaming Monitor. *** advised the customer there was a parts availability issue, which is the reason for the order delay. Dell apologizes for the delay; but situations such as this is out of Dell’s control. The customer has since received the order on January 28, 2017. 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
Dear Revdex.com,
Our records indicate that Dell representative *** has been in contact with the customer in regards to this situationThe representative has explained that the first order placed 9/30/was cancelled and never chargedThe second order ***invoiced 10/13/was charged but the customer did a dispute with the credit card companyWhen a dispute is filed the credit card company provided a refund to the customer so Dell was never paidDue to the funds not being released back to Dell when the customer has the order the account has been put on holdWe strongly suggest the customer follow up with the bank to have these funds released back to Dell to pay for the order he currently hasThe customer has been provided a copy of the statement from the Dell credit card department explaining these details with the reference numbers to discuss with his AMX card. Please have the customer contact AMX at ###-###-#### and refer to case ***.
Please have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
***
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 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 the customer’s refund and provided a coupon for compensation. 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:I do not feel that Dell made sufficient effort to resolve the problem. Their customer service is horrible. An "apology" does not compensate for the time and severe frustration I had to spend on the phone with them (almost hours). In addition, I had to call the last representative twice! I left a message, and again, no responses. So I had to call again, be switched to three people before I was contacted with the correct person. Since it was their mistake, they should have overnighted the correct key code to meInstead, it took over a week for me to receive it. If I had not sent them the correct information or missed a payment, I am positive they would have not accepted a simple "I'm sorry". This company needs to be held responsible for their incompetent customer service.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I have the same issues with this machineIt crashes numerous times each day and the process of calling tech support takes hours for them to go through the same process that never works for more than a few timesThey have tried on-site repairing the computer times, same problems persistI have phone records of each call to them as I only use a cell phoneThey always ask when to call me and then call at a different timeEvery attempt to Return their missed calls have unsuccessful.My research of Dell on the internet resulted in countless complaints similar to mineOne professional tech site states that Dell expects a 40% to 50% failure rate in their computersThey figure people will just give up trying to get the issues resolvedAs a technical professional myself, I plan on being persistent until they refund my purchase
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
Regards,
*** ***No Feb 09 this lap top is doing the same thing , Not working / Or working only when it want to
Dear Revdex.com,
Our records indicate that Dell representative *** has contacted the customer and authorized an exchangeThe representative will update the customer once shipping information is available
Please have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that although the effort put into getting this case resolved was unacceptable, this resolution is satisfactory to me
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for price matching by Dell We regret any miscommunication which may have occurred and appreciate the feedback
The intent of Dell’s Price Match policy is to assist customers who purchase an item from Dell, then see an identical offer from Dell or elsewhere By matching the lower price, Dell avoids the expense of a return and the customer is able to avoid the inconvenience of a return and reorder Dell has competitive pricing and we are not required to use a price match strategy to compete with our partners and competitors as a pre-sales tool Since the date of the submission, a Dell representative contacted the customer and denied the customer’s request for a specific configuration at a reduced price based on pricing offered by a third party As a one-time goodwill gesture for customer satisfaction reasons, our representative offered a ten percent (10%) refund if the customer elects to purchase the computer from Dell We ask that the customer contact our representative at ***@Dell.com for any further assistance they may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:
Regards,
***Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** And *** ***It said in agreement to return original computer, that was returned they have everythin for it, I want to make sure their aware they that we were offered a computer because the part they needed was on a long backorderAlso this is refurbished I asked for the warranty to start again and be full coverage, they will only use old warrant which ends soon, and the warranty doesn't have much coverage, that's why we are in this positionPlease address theseI want at least a month warranty fully covered because it is refurbished*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Mr*** expressed dissatisfaction with Dell’s response We regret any miscommunication which may have occurred and appreciate the feedback As previously indicated, during manufacturing, Dell embeds the Microsoft operating system product information on the motherboard Due to continuous changes by software vendors and licensed products, and the age of Mr***’s computer from 2012, his computer may have a sticker attached with a digit alpha-numeric product code that would be used should he need to reactivate the operating system, licensed by Microsoft, such as after replacement of a hard drive or motherboard Dell does not own the license and cannot replace the codeOur records indicate that a Dell representative attempted to inform Mr*** that the key should have been embedded on the motherboard purchased from Dell and should be activated upon entering his service tag however if that failed during the installation process, Mr*** would have needed to call Dell within days from his invoice date in order to obtain free support for the motherboard, which was purchased in Dell may be able to assist via Dell’s fee based out of warranty support representatives should Mr*** want to purchase this service As Dell’s stance remains unchanged, no further attempt will be made to reach Mr*** regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and per the terms and conditions of the sale, respectfully denied his request for a new product key or free
replacement software
***
We regret any dissatisfaction Mr*** may have experienced*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident 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 concerns and explained the terms of the limited hardware warranty, as well as, the return
policy ***Our representative also informed Mr*** that the warranty does not cover wear and tear part(s)His request for replacement of the wear and tear related part(s) or 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 Dell’s limited hardware warranty and our other policiesShould Mr*** have any additional concerns, he can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***
Sincerely,
Advanced Resolution Group
Incident ID ***
Dell
Dear Revdex.com, Thank you for the opportunity to address the
correspondence submitted by *** *** *** ***A Dell representative recently spoke to *** *** regarding his concernsOur representative explained the terms of sale and the limited hardware warrantyAfter further review, our representative processed a replacement unitOur records show that the replacement was delivered on July 7th, Our representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s limited hardware warranty and our other policiesOur representative may be contacted directly via e-mail at ***, in case *** *** 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 Our records indicate Dell
representative; *** has been instrumental in assisting the customer with the technical problems they had been having with their Dell XPS Notebook computer. Records indicate the system had been sent to the depot for repair; the customer did an Operating System Reinstall which controlled the blue screens. However, the customer did report to our representative the screen was “flickering”, so ***, with the customer’s permission, took virtual control of the computer and updated the chipset and video drivers; after which the customer reported the system as working well. The customer asked if they could “test” the system for a few days and *** invited the customer to do so and to call them back if the computer should continue to display any technical issues. It’s now been approximately ten (10) days with no word back from the customer. The customer has our representative’s contact information if they should need additional assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell