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,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative explained the terms of the limited hardware warranty and the return
policy
***
***
In the interest of customer satisfaction, a product return has been processed for order number ***Our records show that the credit has been posted to the original form of payment, which should reflect on her next billing statementOur representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dell representative, ***, is working with the customer to achieve an amicable resolution for their concernsOur representative explained the terms of the maLimited Hardware Warranty and the Return Policy ***Our records indicate, the warranty expired on December 2,
However, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offer serviceTheir request for refund was respectfully deniedShould the customer have any additional concerns regarding this case, he can reach out to our representative directly by e-mail at ***
Thank you for providing a copy of the customer’s submission. Dell representative, ***, is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintWe remain available to assist. Please have the customer
contact the representative by email at ***@Dell.com
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 submissionThe customer is not due a credit but we have included the link for him to confirm his Dell promotional gift card***The gift card will not be sent until days from the date of invoice in this case it would be January 10th If the customer has not received it we request he submit the information with the link that was providedIf the customer has any further questions or concerns in regards to this issueWe ask that he contact the representative by emailing ***@Dell.com Sincerely, 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 concernsOur representative explained the terms of sale and the limited hardware warrantyAs a gesture of goodwill
and in the interest of customer satisfaction, our representative processed a product return for order# ***Please note that the credit has been posted to the original form of paymentOur representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and, per the terms and condition of the sale, respectfully denied the request for a refundPer the terms and conditions
of the Dell Limited Hardware Warranty, onsite service was offered and dispatchedOur records indicate the service has been completed, however; Ms*** has not responded to subsequent contact attempts for verificationWe regret any dissatisfaction which may have been experienced and appreciate the feedback provided
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because: Dell was unrepentant regarding the impact of their "short sale" and conveyed no concern for the impact of advertising such limited quantities that a typical consumer would have no chance of purchasing the product at the advertised price. Representative from Dell was unable or unwilling to disclose how many units were actually made available for sale at the advertised price. No genuine effort was made to provide a replacement unit or a credit towards another product. Representative simply indicated that a limited quantity were available and they sell out quickly. My belief is that when a company sells out of their advertised special within minutes or seconds, they are not holding a sale. Instead, they are phishing for customer response, hoping that the customer will purchase another product from the company. The representative demonstrated no concern for this tactic, which was compoundingly unsettling.
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 delayed due to product availability issuesOur representative
worked with our order verification department to resolve the matterOur records show that order# *** shipped on October 31, and delivered to Ms*** on November 9, under Pilot Tracking # ***Furthermore, our representative made multiple attempts to reach Ms*** to confirm resolution; however, Ms*** elected not to respondWe 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
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 product replacement or a refundWe regret any dissatisfaction they may have
experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. As per the terms of the Limited Hardware Warranty, depot service has been issued; however, the customer has yet to ship the product for serviceWe remain available to assist the customer under the terms of Dell’s Limited Hardware WarrantyShould the customer have any additional concerns regarding this case, they can reach out to our representative at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
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
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 our account verification team to resolve this matterPlease note that a credit for order# *** has been posted to the original form of paymentOur 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 Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident 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,
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
Complaint: ***
I am rejecting this response because: The computer was returned without the virus protection, which was supposed to come with the computer The system they installed requires numerous updates, which requires internet I am not comfortable performing hours of updates without the virus protection that was supposed to be included, a one year subscription A call was made to the company regarding the lack of virus protection and they informed me the case was still open and someone would contact me within 48-hours Dell made an attempt to contact me at 8:pm and again at 8:last night, but I was in the shower and preparing to go to bed An 8:pm call that most likely would take hours to resolve does not work for me as I have to be awake before 5am every morning.I also feel that hours of updates is unacceptable for a system that is supposed to be good as new.I would like to return this computer and receive a full refund It was not repaired as promised
Regards,
*** ***
Complaint: ***
I am rejecting this response because I would like to include my comments made to *** The issue for which the laptop was returned appears to be resolved However, as I indicated to Dell' representative, I am concerned that the Bluetooth feature was removed when laptop was returned Unfortunately, as *** indicated, I have not been able to confirm this issue due to a family emergency and preparing for the holidays I will stay in contact with him to advise the situation
Regards,
* ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsAs a onetime gesture of goodwill and in the interest of customer
satisfaction, an onsite service was issued, which is being delayed due to part(s) availability issuesOnce the onsite service has been completed, our representative will follwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because:Dell is asserting that my computer is not covered under my warranty, because they are stating that I damaged my laptop myselfThere is absolutely no proof, and, at this point, several Dell representatives are telling me that I'm a liarThe hinge slowly came apart over several monthsIt was never dropped or damaged otherwise by any outside forcesIt is carried, in a padded case, to and from work/class, and it is stored in a padded case when it's not being chargedI take excellent care of my electronics, and their statement that I have damaged this laptop is nothing but conjectureThey have no way to prove that I personally damaged the equipment, but they are refusing to honor the warranty simply because they decided they don't want toTheir response to the Revdex.com complaint was to do nothing but call me and tell me the exact same thing again as before the complaint
Regards,
*** ***
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 explained to the customer Dell needs the FIR copy for the missing exchange tablet in order to replace it. Once provided *** can issue the replacement. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Complaint: ***
I am rejecting this response because: the rep I spoke with refused to discuss any other methods to fixing/replacing and refused to research the issue to see if anyone else is having the issueA quick google search for Dell XPS black screen issue will show a great amount of people with this issue that Dell is just decided to do nothing aboutThere are serval people that purchased through Costco for instance where Dell refused to help and Costco replaced the PC for their customers because they recognize the poor service Dell is providing for this modelI have always been a fan of Dell and their products because they made great quality products and had great serviceIn regards to this PC and the customer service for this PCI do not think I have to state my feelings on this matterI think it is quite clear
Regards,
*** ***
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,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative explained the terms of the limited hardware warranty and the return
policy
***
***
In the interest of customer satisfaction, a product return has been processed for order number ***Our records show that the credit has been posted to the original form of payment, which should reflect on her next billing statementOur representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dell representative, ***, is working with the customer to achieve an amicable resolution for their concernsOur representative explained the terms of the maLimited Hardware Warranty and the Return Policy ***Our records indicate, the warranty expired on December 2,
However, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offer serviceTheir request for refund was respectfully deniedShould the customer have any additional concerns regarding this case, he can reach out to our representative directly by e-mail at ***
Thank you for providing a copy of the customer’s submission. Dell representative, ***, is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintWe remain available to assist. Please have the customer
contact the representative by email at ***@Dell.com
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 submissionThe customer is not due a credit but we have included the link for him to confirm his Dell promotional gift card***The gift card will not be sent until days from the date of invoice in this case it would be January 10th If the customer has not received it we request he submit the information with the link that was providedIf the customer has any further questions or concerns in regards to this issueWe ask that he contact the representative by emailing ***@Dell.com Sincerely, 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 concernsOur representative explained the terms of sale and the limited hardware warrantyAs a gesture of goodwill
and in the interest of customer satisfaction, our representative processed a product return for order# ***Please note that the credit has been posted to the original form of paymentOur representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and, per the terms and condition of the sale, respectfully denied the request for a refundPer the terms and conditions
of the Dell Limited Hardware Warranty, onsite service was offered and dispatchedOur records indicate the service has been completed, however; Ms*** has not responded to subsequent contact attempts for verificationWe regret any dissatisfaction which may have been experienced and appreciate the feedback provided
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because: Dell was unrepentant regarding the impact of their "short sale" and conveyed no concern for the impact of advertising such limited quantities that a typical consumer would have no chance of purchasing the product at the advertised price. Representative from Dell was unable or unwilling to disclose how many units were actually made available for sale at the advertised price. No genuine effort was made to provide a replacement unit or a credit towards another product. Representative simply indicated that a limited quantity were available and they sell out quickly. My belief is that when a company sells out of their advertised special within minutes or seconds, they are not holding a sale. Instead, they are phishing for customer response, hoping that the customer will purchase another product from the company. The representative demonstrated no concern for this tactic, which was compoundingly unsettling.
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 delayed due to product availability issuesOur representative
worked with our order verification department to resolve the matterOur records show that order# *** shipped on October 31, and delivered to Ms*** on November 9, under Pilot Tracking # ***Furthermore, our representative made multiple attempts to reach Ms*** to confirm resolution; however, Ms*** elected not to respondWe 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
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 product replacement or a refundWe regret any dissatisfaction they may have
experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. As per the terms of the Limited Hardware Warranty, depot service has been issued; however, the customer has yet to ship the product for serviceWe remain available to assist the customer under the terms of Dell’s Limited Hardware WarrantyShould the customer have any additional concerns regarding this case, they can reach out to our representative at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
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
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 our account verification team to resolve this matterPlease note that a credit for order# *** has been posted to the original form of paymentOur 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 Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident 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,
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
Complaint: ***
I am rejecting this response because: The computer was returned without the virus protection, which was supposed to come with the computer The system they installed requires numerous updates, which requires internet I am not comfortable performing hours of updates without the virus protection that was supposed to be included, a one year subscription A call was made to the company regarding the lack of virus protection and they informed me the case was still open and someone would contact me within 48-hours Dell made an attempt to contact me at 8:pm and again at 8:last night, but I was in the shower and preparing to go to bed An 8:pm call that most likely would take hours to resolve does not work for me as I have to be awake before 5am every morning.I also feel that hours of updates is unacceptable for a system that is supposed to be good as new.I would like to return this computer and receive a full refund It was not repaired as promised
Regards,
*** ***
Complaint: ***
I am rejecting this response because I would like to include my comments made to *** The issue for which the laptop was returned appears to be resolved However, as I indicated to Dell' representative, I am concerned that the Bluetooth feature was removed when laptop was returned Unfortunately, as *** indicated, I have not been able to confirm this issue due to a family emergency and preparing for the holidays I will stay in contact with him to advise the situation
Regards,
* ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsAs a onetime gesture of goodwill and in the interest of customer
satisfaction, an onsite service was issued, which is being delayed due to part(s) availability issuesOnce the onsite service has been completed, our representative will follwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because:Dell is asserting that my computer is not covered under my warranty, because they are stating that I damaged my laptop myselfThere is absolutely no proof, and, at this point, several Dell representatives are telling me that I'm a liarThe hinge slowly came apart over several monthsIt was never dropped or damaged otherwise by any outside forcesIt is carried, in a padded case, to and from work/class, and it is stored in a padded case when it's not being chargedI take excellent care of my electronics, and their statement that I have damaged this laptop is nothing but conjectureThey have no way to prove that I personally damaged the equipment, but they are refusing to honor the warranty simply because they decided they don't want toTheir response to the Revdex.com complaint was to do nothing but call me and tell me the exact same thing again as before the complaint
Regards,
*** ***
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 explained to the customer Dell needs the FIR copy for the missing exchange tablet in order to replace it. Once provided *** can issue the replacement. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Complaint: ***
I am rejecting this response because: the rep I spoke with refused to discuss any other methods to fixing/replacing and refused to research the issue to see if anyone else is having the issueA quick google search for Dell XPS black screen issue will show a great amount of people with this issue that Dell is just decided to do nothing aboutThere are serval people that purchased through Costco for instance where Dell refused to help and Costco replaced the PC for their customers because they recognize the poor service Dell is providing for this modelI have always been a fan of Dell and their products because they made great quality products and had great serviceIn regards to this PC and the customer service for this PCI do not think I have to state my feelings on this matterI think it is quite clear
Regards,
*** ***