Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMs*** expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction she may have experienced and appreciate the feedbackDell has a thirty (30) day return
period and, as the order invoiced on June 2, 2017, a return for a refund would not be an optionMs*** purchased Dell Mawarranty service and, as a one-time goodwill gesture for customer satisfaction reasons, our representative offered on-site service to repair her computerSubsequently a service dispatch has processed and our representative was informed that the technical issues have been resolvedWe ask that Ms*** contact our representative should there be any further questions regarding this matter. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Revdex.com:
I will not buy at Dell again--but I did come to a settlement somewhat ---they wasted my time--for weeks and effort which angers me the most and they lied--that said the person assigned did the best he could to resolve-but after the runaround--and again sending and charging me for things I DID NOT ORDER
I have the response made by the business in reference to complaint ID ***, and find that this resolution is is doneNot happy, but not wanting to continue and demand a pound of flesh.
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our records indicate the order has been deliveredWe regret any dissatisfaction which may have been experienced and appreciate the feedback
provided
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 concernsOur representative informed him of the terms of Price Match Guarantee
***
As a gesture of goodwill and in the interest of customer satisfaction, our representative processed a partial account credit for order# *** and followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience
Dell representative *** apologized
for the problemsThe representative confirmed receipt of the Microsoft MPI cardAlso the representative assisted in making sure the system is working as designedPlease have the customer contact the representative by email ***@Dell.com
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 customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience
Dell representative *** contacted the customer and authorized an exchange system to be shippedOur records indicate the replacement system has been deliveredWe remain available to assist and ask that the customer contact the representative ***
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmissionMs*** expressed dissatisfaction with Dell’s responseWe regret any dissatisfaction she may have experienced and appreciate the feedback providedDell has a thirty (30) day return period and, as the order invoiced during December, 2017, a return for a refund would not be an optionPer the terms of Dell’s Limited Hardware Warranty for consumers, upon contacting Dell, a customer is required to engage in a remote diagnosis session to help determine the cause of the issue. Since the date of the original submission, a Dell representative contacted Ms*** and offered assistanceMs*** requested a refund which was deniedWe remain available to assist her under the terms of Dell’s Limited Hardware WarrantyAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach Ms*** regarding this matterOur representative remains available for any further assistance she may need or, alternatively, she may contact Dell technicians 24/via telephone at * *** ***, or via email or chat by visiting *** or for online assistance at ***.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 informed him of the terms and conditions of gift cards
***
Please note that in the interest of customer satisfaction, a consolidated gift card has been processedOur 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
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
This matter is now resolved Dell repaired my laptop remotely last weekI am satisfied with the repairI have a fully functioning laptop and DVD CD player Thank you kindly for accepting the consumer complaint which helped lead to a speedy resolution of my computer warranty issues with Dell.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: There are a couple of problems with the responseThere were two separate purchases on two separate daysOne purchase was charged on my Dell account, the other was charged to my Paypal accountBOTH products were returned to DellDell credited my Dell charge accountDell DID NOT credit my paypal accountThey are correct that I asked not to be contacted anymore as the representative was calling me nearly every day and sending emails, and each time I told him that the credit was not showing on my accountPaypal told me they would handle my dispute.There was a breakdown in communication from the first order being placed.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I would like the warranty on the computer extended another year. This computer has not worked at all since I received it in May and I do no trust it will continue to work for very longThe warranty should start the day I received a working computerIt doesn't make sense to start the warranty in May when they shipped me a defective computer and took months to fixThe warranty is almost over and I haven't even used the computerI am requesting Dell extend the warranty another year
Regards,
*** ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding
this experience
Dell representative, ***, contacted the customer and explained the records reflex credit posted on 10/2/Please have the customer contact the representative by email at *** @Dell.com
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at *** for any further assistance she may need regarding this matter
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***. Customer expressed dissatisfaction with Dell service and support and wants the unit serviced, as well as, a no-cost warranty extensionWe 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. Our representative explained the terms of the Limited Hardware Warranty www.Dell.com/WarrantyCustomer’s request for a no-cost warranty extension was respectfully deniedHowever, due to part(s) availability issues and in the interest of customer satisfaction, our representative processed a replacement unit, which was delivered on March 31, under FedEx tracking number ***Our representative also followto confirm resolutionShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for using gift cards for a purchase Due to the complexity of order verification and on-line processing, Dell limits
the number of different modes of payment available for a purchase as the customer indicated Dell would be unable to change our processes as the customer requests Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative verified that it would not be possible to increase the number of payment options for the customer and offered assistance if the customer would like to place an order however the customer declined We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.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 the order reinstatedWe 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. Our representative explained the terms and conditions of the sale ***Furthermore, the order was canceled due to pricing error and cannot be reinstatedDell makes every effort to avoid errors on the Dell website, as we fully understand the unpleasant experience it can cause our customers and DellSometimes an error may occur and for this reason, throughout Dell’s website, there is messaging which indicates, Dell reserves the right to cancel orders arising from pricing or other errorsShould Mr*** have any additional concerns regarding this case, 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
Complaint: ***
I am rejecting this response because:Dell has not been willing to provide any solution. But instead is involved in deceptive business practices to lure customers into making purchases. Nowhere does Dell notify customers that only one promotional gift card can be used per purchase prior to purchase or in any of its promotional materials. Nor is it it willing to offer any post purchase remedies. Furthermore, it is now claiming that the promotional gift cards are coupons rather than the conventional notion of "gift cards". This type of practice is the exact definition of misleading and intentionally deceptive business practice.
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
*** worked very hard and diligently to resolve the issue and has represented Dell positively throughout this ordeal It is unfortunate that I had to experience such poor service in order to receive attention to my issue, although I give *** an immense amount of credit and I will continue to be a Dell customer.I truly wish Dell would provide better training to the personnel that encounter customers first The experience I had with these individuals was truly unacceptable
Regards,
*** ***
Today’s Date: 12/03/2015 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceThe
customer states orders placed with gift cards have been canceled repeatedly and a television purchased through Dell requires serviceAt this time the agent has confirmed with sales there are no issues with the gift cards and the orders in question were canceled due to availabilityThe matter of the television warranty must be addressed with the television manufacturer as Dell does not service these itemsThe agent advised the customer we can look into the sales order matter however the customer advised the agent he no longer wishes to speak to herWe thank the customer for their time and patience during this processThe customer may contact the representative at ***@Dell.com should they reconsider working with the agent. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMs*** expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction she may have experienced and appreciate the feedbackDell has a thirty (30) day return
period and, as the order invoiced on June 2, 2017, a return for a refund would not be an optionMs*** purchased Dell Mawarranty service and, as a one-time goodwill gesture for customer satisfaction reasons, our representative offered on-site service to repair her computerSubsequently a service dispatch has processed and our representative was informed that the technical issues have been resolvedWe ask that Ms*** contact our representative should there be any further questions regarding this matter. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Revdex.com:
I will not buy at Dell again--but I did come to a settlement somewhat ---they wasted my time--for weeks and effort which angers me the most and they lied--that said the person assigned did the best he could to resolve-but after the runaround--and again sending and charging me for things I DID NOT ORDER
I have the response made by the business in reference to complaint ID ***, and find that this resolution is is doneNot happy, but not wanting to continue and demand a pound of flesh.
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our records indicate the order has been deliveredWe regret any dissatisfaction which may have been experienced and appreciate the feedback
provided
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 concernsOur representative informed him of the terms of Price Match Guarantee
***
As a gesture of goodwill and in the interest of customer satisfaction, our representative processed a partial account credit for order# *** and followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience
Dell representative *** apologized
for the problemsThe representative confirmed receipt of the Microsoft MPI cardAlso the representative assisted in making sure the system is working as designedPlease have the customer contact the representative by email ***@Dell.com
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 customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience
Dell representative *** contacted the customer and authorized an exchange system to be shippedOur records indicate the replacement system has been deliveredWe remain available to assist and ask that the customer contact the representative ***
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because:This is clearly not a response to my complaint
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmissionMs*** expressed dissatisfaction with Dell’s responseWe regret any dissatisfaction she may have experienced and appreciate the feedback providedDell has a thirty (30) day return period and, as the order invoiced during December, 2017, a return for a refund would not be an optionPer the terms of Dell’s Limited Hardware Warranty for consumers, upon contacting Dell, a customer is required to engage in a remote diagnosis session to help determine the cause of the issue. Since the date of the original submission, a Dell representative contacted Ms*** and offered assistanceMs*** requested a refund which was deniedWe remain available to assist her under the terms of Dell’s Limited Hardware WarrantyAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach Ms*** regarding this matterOur representative remains available for any further assistance she may need or, alternatively, she may contact Dell technicians 24/via telephone at * *** ***, or via email or chat by visiting *** or for online assistance at ***.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 informed him of the terms and conditions of gift cards
***
Please note that in the interest of customer satisfaction, a consolidated gift card has been processedOur 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
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
This matter is now resolved Dell repaired my laptop remotely last weekI am satisfied with the repairI have a fully functioning laptop and DVD CD player Thank you kindly for accepting the consumer complaint which helped lead to a speedy resolution of my computer warranty issues with Dell.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: There are a couple of problems with the responseThere were two separate purchases on two separate daysOne purchase was charged on my Dell account, the other was charged to my Paypal accountBOTH products were returned to DellDell credited my Dell charge accountDell DID NOT credit my paypal accountThey are correct that I asked not to be contacted anymore as the representative was calling me nearly every day and sending emails, and each time I told him that the credit was not showing on my accountPaypal told me they would handle my dispute.There was a breakdown in communication from the first order being placed.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I would like the warranty on the computer extended another year. This computer has not worked at all since I received it in May and I do no trust it will continue to work for very longThe warranty should start the day I received a working computerIt doesn't make sense to start the warranty in May when they shipped me a defective computer and took months to fixThe warranty is almost over and I haven't even used the computerI am requesting Dell extend the warranty another year
Regards,
*** ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding
this experience
Dell representative, ***, contacted the customer and explained the records reflex credit posted on 10/2/Please have the customer contact the representative by email at *** @Dell.com
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at *** for any further assistance she may need regarding this matter
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***. Customer expressed dissatisfaction with Dell service and support and wants the unit serviced, as well as, a no-cost warranty extensionWe 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. Our representative explained the terms of the Limited Hardware Warranty www.Dell.com/WarrantyCustomer’s request for a no-cost warranty extension was respectfully deniedHowever, due to part(s) availability issues and in the interest of customer satisfaction, our representative processed a replacement unit, which was delivered on March 31, under FedEx tracking number ***Our representative also followto confirm resolutionShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for using gift cards for a purchase Due to the complexity of order verification and on-line processing, Dell limits
the number of different modes of payment available for a purchase as the customer indicated Dell would be unable to change our processes as the customer requests Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative verified that it would not be possible to increase the number of payment options for the customer and offered assistance if the customer would like to place an order however the customer declined We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.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 the order reinstatedWe 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. Our representative explained the terms and conditions of the sale ***Furthermore, the order was canceled due to pricing error and cannot be reinstatedDell makes every effort to avoid errors on the Dell website, as we fully understand the unpleasant experience it can cause our customers and DellSometimes an error may occur and for this reason, throughout Dell’s website, there is messaging which indicates, Dell reserves the right to cancel orders arising from pricing or other errorsShould Mr*** have any additional concerns regarding this case, 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
Complaint: ***
I am rejecting this response because:Dell has not been willing to provide any solution. But instead is involved in deceptive business practices to lure customers into making purchases. Nowhere does Dell notify customers that only one promotional gift card can be used per purchase prior to purchase or in any of its promotional materials. Nor is it it willing to offer any post purchase remedies. Furthermore, it is now claiming that the promotional gift cards are coupons rather than the conventional notion of "gift cards". This type of practice is the exact definition of misleading and intentionally deceptive business practice.
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
*** worked very hard and diligently to resolve the issue and has represented Dell positively throughout this ordeal It is unfortunate that I had to experience such poor service in order to receive attention to my issue, although I give *** an immense amount of credit and I will continue to be a Dell customer.I truly wish Dell would provide better training to the personnel that encounter customers first The experience I had with these individuals was truly unacceptable
Regards,
*** ***
Today’s Date: 12/03/2015 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceThe
customer states orders placed with gift cards have been canceled repeatedly and a television purchased through Dell requires serviceAt this time the agent has confirmed with sales there are no issues with the gift cards and the orders in question were canceled due to availabilityThe matter of the television warranty must be addressed with the television manufacturer as Dell does not service these itemsThe agent advised the customer we can look into the sales order matter however the customer advised the agent he no longer wishes to speak to herWe thank the customer for their time and patience during this processThe customer may contact the representative at ***@Dell.com should they reconsider working with the agent. Sincerely, Executive Support TeamIncident ID: ***Dell Inc