Today’s Date: 02/03/2016 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 customers refund has been processedDell 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. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: The response they are given you and what they are telling me are differentWhat the representative offered was unacceptableThe offer that was given to me was $for returnI paid $for this tabletThe representative said I was already given a credit of $for this tablet and that is not trueI tried to explain that when I placed my order I didn't received the Free Day shipping and the 5% rewards for being a Dell advantage memberWhen I called in about that error they credited me the shipping and the rewards prior to receiving the tabletI'm tired of arguing with this company over $They are dishonest and have made it clear that they are not willing to stand behind there product and make there customers happy. The representative told me that there was no other option either the $return or they would exchange itAt this point I don't trust this company that they will even exchange the tabletI hope that I can speak to someone in the company that actually cares about there customers and making this right. I'm not asking for anything more than what I paid for the tablet for return of the item
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell service and support and wants a refund for the order number ***We regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, our representative made multiple attempts to reach the customer; however, has not yet been able to discuss the contents of their correspondenceFurthermore, our records indicate, a credit for order number *** has been posted to the original form of paymentShould the customer have any additional concerns regarding this case, they can reach out to our representative at ***
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 customerDell representative *** will be following up with the customer to address his new concernsSincerely, Advanced Resolution Group FID # *** Dell
Complaint: ***
I am rejecting this response because: The representative has to be incompetent or he is not wanting to solve this issue but giving the pretense that he doesI will admit he has called me and everytime he states the same voicemail message and immediately follows up with a email saying he tried to reach me and to provide an alternate phone number to get in touch with meThe number he leaves me goes straight to a voicemail that does not belong to one certain person and the extension is also genericHe called me on Tuesday while I was out and left the same message and same emailI called the number and entered the extension and waited on hold for quite awhile on a generic line that said how important my call was or I could leave a messageAfter minutes of holding I left a message and I sent an email that said I would be available Wednesday after 12pm noon eastern standard time and he did not call me at all that day which was yesterdayThis has been going on with this company with different representative since I started calling about my issue in December I also provided this man with my home phone which is a landline as well as my cell phoneHe has called my landline but never my cell and he continues to leave the exact same voicemail message followed by the exact same e-mailThis becoming frustratingNothing is being resolved and it is continues to be all from there sideI've done everything I was asked to doI will state the problem againThe product I purchased from this company is a laptop and so far it is working fineWhen I bought the computer in November I was told by the sales representative I was due a gift card to use at Dell.com in the amount of 10% of the purchase priceA month passed and still no gift cardI begin calling in December and was told different falsehoods by to different bozos including a man that said this e-gift card would be sent to my email by January 10thOver one month later that has still not happenedWhat is the next step??
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
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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative worked with the order verification department to resolve this matterThe
replacement order number *** was delivered to Mr*** on January, 13, under FedEx tracking number ***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 by 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 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,
*** ***
Complaint: ***
I am rejecting this response because:The representative with whom Dell claims I have been working with has been difficult to communicate withI requested on multiple occasions, verbally and in writing, that we communicate via e-mail so that I have written documentationHe continually opts to call me and because my cell service is acting up (I have an HTCwhich received a firmware update which makes it unreliable over data or wifi) I constantly miss his calls. In order to proceed with canceling my order and obtaining a refund for the $Dell wrongfully charged me, I needed to return the part of the order that I receivedDell sent me a UPS label and I sent the item back within days of receiving the labelDespite consistently avoiding my e-mails, representative *** suddenly followed up with me the day after sending the label expressing shock or concern that I had not yet returned the itemI admonished him for allowing the company to run me around since mid-August, yet they felt I should have done my return at the drop of a dimeOn September 6, *** sent me an e-mail stating that the returned item was received at the Dell Warehouse, then on September I was told that they would process a refund in the amount of $but were having difficulty refunding the remaining balance from the $because it was a shipping chargeHowever, I was given the impression that they would work on the matter. As of yesterday, I received an e-mail from *** saying that they would credit the $back to the original mode of payment once the item was returned to DellHowever, this conflicts with his earlier statement made on 9/that they had begun processing a refund of $307.29, and he had already acknowledged on September that the item had been receiving at the Dell warehouseI have been checking my online banking regularly since September 6, when *** told me that the item was received by Dell but to date there has been no sign of a refund. This issue with Dell has been on-going since Mid-August and I feel misled, lied to, and bullied by Dell.
Regards,
*** ***
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
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 Ms*** ***Our representative, ***, researched the issue and advised Ms*** that, according to our records, the payment was only processed onceMs*** requested no
further contact and disconnected the callWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience*** may be contacted via email at ***@Dell.com.
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 submission A 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 replaced the customer’s computer system. 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
Complaint: ***
I am rejecting this response because:there was no order placed for a third computerDell added that in errorThere is no day limit to disputeThey should be required to make the adjustment if they are truly a reputable companyThey have Avery poorly trained service staff which gave me no help at allI kept getting locked out of my account on the first try and got the message too many attempts and when called to unlock was told to try again in to hoursOne time I spent 1/hours being transferred to almost every dept in the company and back to the first one I spoke withI hung up.
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** followed up with the customer in regards to the rebuttalThe representative apologized for the problems and requested a new gift card be issuedThe representative will follow up to confirm receiptThe representative can be reached by emailing ***@Dell.comSincerely Advanced Resolution Group Incident *** 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
the Dell representative; *** has authorized a new system exchange and a Dell Advantage Rewards sent to the customer; which he has confirmed receipt. We certainly do apologize for the disappointing experience our customer shares with us. 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,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsAfter further review, our representative processed a return for the printerOur records show that that
the credit has been posted to the original form of paymentOur 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 caseSincerely,Executive Support TeamIncident ID: ***Dell Inc
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,
*** ***
Since the date of the follow up submission, Dell representative, Arun, contacted the customer and, for customer satisfaction reasons, offered an account credit of $or a return of the product for a full refundHowever, customer’s request for a $credit was respectfully deniedShould the customer have any additional concerns regarding this case, they can reach out to our representative directly by e-mail at ***@Dell.com
Today’s Date: 02/03/2016 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 customers refund has been processedDell 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. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: The response they are given you and what they are telling me are differentWhat the representative offered was unacceptableThe offer that was given to me was $for returnI paid $for this tabletThe representative said I was already given a credit of $for this tablet and that is not trueI tried to explain that when I placed my order I didn't received the Free Day shipping and the 5% rewards for being a Dell advantage memberWhen I called in about that error they credited me the shipping and the rewards prior to receiving the tabletI'm tired of arguing with this company over $They are dishonest and have made it clear that they are not willing to stand behind there product and make there customers happy. The representative told me that there was no other option either the $return or they would exchange itAt this point I don't trust this company that they will even exchange the tabletI hope that I can speak to someone in the company that actually cares about there customers and making this right. I'm not asking for anything more than what I paid for the tablet for return of the item
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell service and support and wants a refund for the order number ***We regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, our representative made multiple attempts to reach the customer; however, has not yet been able to discuss the contents of their correspondenceFurthermore, our records indicate, a credit for order number *** has been posted to the original form of paymentShould the customer have any additional concerns regarding this case, they can reach out to our representative at ***
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 customerDell representative *** will be following up with the customer to address his new concernsSincerely, Advanced Resolution Group FID # *** Dell
Complaint: ***
I am rejecting this response because: The representative has to be incompetent or he is not wanting to solve this issue but giving the pretense that he doesI will admit he has called me and everytime he states the same voicemail message and immediately follows up with a email saying he tried to reach me and to provide an alternate phone number to get in touch with meThe number he leaves me goes straight to a voicemail that does not belong to one certain person and the extension is also genericHe called me on Tuesday while I was out and left the same message and same emailI called the number and entered the extension and waited on hold for quite awhile on a generic line that said how important my call was or I could leave a messageAfter minutes of holding I left a message and I sent an email that said I would be available Wednesday after 12pm noon eastern standard time and he did not call me at all that day which was yesterdayThis has been going on with this company with different representative since I started calling about my issue in December I also provided this man with my home phone which is a landline as well as my cell phoneHe has called my landline but never my cell and he continues to leave the exact same voicemail message followed by the exact same e-mailThis becoming frustratingNothing is being resolved and it is continues to be all from there sideI've done everything I was asked to doI will state the problem againThe product I purchased from this company is a laptop and so far it is working fineWhen I bought the computer in November I was told by the sales representative I was due a gift card to use at Dell.com in the amount of 10% of the purchase priceA month passed and still no gift cardI begin calling in December and was told different falsehoods by to different bozos including a man that said this e-gift card would be sent to my email by January 10thOver one month later that has still not happenedWhat is the next step??
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
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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative worked with the order verification department to resolve this matterThe
replacement order number *** was delivered to Mr*** on January, 13, under FedEx tracking number ***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 by 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 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,
*** ***
Complaint: ***
I am rejecting this response because:The representative with whom Dell claims I have been working with has been difficult to communicate withI requested on multiple occasions, verbally and in writing, that we communicate via e-mail so that I have written documentationHe continually opts to call me and because my cell service is acting up (I have an HTCwhich received a firmware update which makes it unreliable over data or wifi) I constantly miss his calls. In order to proceed with canceling my order and obtaining a refund for the $Dell wrongfully charged me, I needed to return the part of the order that I receivedDell sent me a UPS label and I sent the item back within days of receiving the labelDespite consistently avoiding my e-mails, representative *** suddenly followed up with me the day after sending the label expressing shock or concern that I had not yet returned the itemI admonished him for allowing the company to run me around since mid-August, yet they felt I should have done my return at the drop of a dimeOn September 6, *** sent me an e-mail stating that the returned item was received at the Dell Warehouse, then on September I was told that they would process a refund in the amount of $but were having difficulty refunding the remaining balance from the $because it was a shipping chargeHowever, I was given the impression that they would work on the matter. As of yesterday, I received an e-mail from *** saying that they would credit the $back to the original mode of payment once the item was returned to DellHowever, this conflicts with his earlier statement made on 9/that they had begun processing a refund of $307.29, and he had already acknowledged on September that the item had been receiving at the Dell warehouseI have been checking my online banking regularly since September 6, when *** told me that the item was received by Dell but to date there has been no sign of a refund. This issue with Dell has been on-going since Mid-August and I feel misled, lied to, and bullied by Dell.
Regards,
*** ***
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
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 Ms*** ***Our representative, ***, researched the issue and advised Ms*** that, according to our records, the payment was only processed onceMs*** requested no
further contact and disconnected the callWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience*** may be contacted via email at ***@Dell.com.
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 submission A 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 replaced the customer’s computer system. 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
Complaint: ***
I am rejecting this response because:there was no order placed for a third computerDell added that in errorThere is no day limit to disputeThey should be required to make the adjustment if they are truly a reputable companyThey have Avery poorly trained service staff which gave me no help at allI kept getting locked out of my account on the first try and got the message too many attempts and when called to unlock was told to try again in to hoursOne time I spent 1/hours being transferred to almost every dept in the company and back to the first one I spoke withI hung up.
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** followed up with the customer in regards to the rebuttalThe representative apologized for the problems and requested a new gift card be issuedThe representative will follow up to confirm receiptThe representative can be reached by emailing ***@Dell.comSincerely Advanced Resolution Group Incident *** 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
the Dell representative; *** has authorized a new system exchange and a Dell Advantage Rewards sent to the customer; which he has confirmed receipt. We certainly do apologize for the disappointing experience our customer shares with us. 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,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsAfter further review, our representative processed a return for the printerOur records show that that
the credit has been posted to the original form of paymentOur 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 caseSincerely,Executive Support TeamIncident ID: ***Dell Inc
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,
*** ***
Since the date of the follow up submission, Dell representative, Arun, contacted the customer and, for customer satisfaction reasons, offered an account credit of $or a return of the product for a full refundHowever, customer’s request for a $credit was respectfully deniedShould the customer have any additional concerns regarding this case, they can reach out to our representative directly by e-mail at ***@Dell.com