Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with his Dell computer and wants his computer replaced with a new computer We regret any dissatisfaction he may have experienced and appreciate the feedbackDell
cannot warrant that the operation of any Dell product will be uninterrupted or error-free, specifically as it interacts with third party software and applications such as those described by the customer Our records indicate the customer purchased the computer more than six months ago from a third party vendor and recently reported to Dell that the computer is not compatible with the customer’s version of a third party software due to a software driver issue Dell does not provide exchange computers for third party software issues and, as the computer is functioning as it was designed, there could be no assurances that a new computer would be compatible with the customer’s version of the software Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative denied the customer’s exchange request The customer requested a refund however, as the computer was purchased from a third party vendor, a refund from Dell would not be an option 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
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,
*** ***
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
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 follow up submission Mr*** expressed dissatisfaction with Dell’s response and reiterated he has not received the refund When Dell processes a refund, it is first posted to a customer’s Dell account and within 3-business days refunded to the original form of payment A bank that issued the credit card may take an additional 3-business days to post the refund to the customer’s card account As previously indicated, Dell records indicate a refund for $posted to Mr***’ Dell account on June 29, 2017, to be refunded to a Discover card Mr*** should see the refund reflected on his next monthly billing statement If the refund has not posted as of today’s date, he may need to contact the bank that issued the credit card and provide the refund invoice information previously provided by our representative, who remains available should Mr*** have any additional questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s 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 confirmed with the customer he has now received his order. Should the customer have any additional concerns 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. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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,
*** ***
Dear Revdex.com, Our records indicate that *** continues to maintain ownership of Ms***s account. At this time it appears the last package maybe lost in transit back to Dell, a freight claim has been submitted to the carrier for review The representative will update the customer as soon as the final credit processes, should Ms*** have any additional questions or concerns they can reach out to the agent directly at ***@Dell.comSincerely Executive Support Team 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 Dell
representative; *** has been in contact with the customer regarding the Dell Gift Card the customer had purchased in and has reported redeemed by someone other than them. Per the customer’s letter to the Revdex.com, they are hoping Dell will make an exception to the Terms and Conditions of the Gift Card Usage by reissuing the Gift Card to the customer. *** has reported the matter to the departments that need this information and since the customer claims fraudulent activity regarding their card, Dell’s Gift Card and Fraud departments will thoroughly investigate the matter and share their discovery with the customer by email. *** has apologized for any disappointment this matter may be for our customer. Our representative has informed the customer there is no estimated time the investigation will be completed. Additionally, *** has reminded the customer, per the Terms and Conditions of the Gift Card Usage, the card holder is solely responsible for the funds on the card; Dell is not responsible nor liable for any lost or stolen cards. 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent promotion We regret any miscommunication which may have occurred and appreciate the feedback
Since the date of the submission, the customer worked with a Dell sales representative and placed an alternate order A Dell representative followed up and assisted the customer with an exchange which has been received by the customer We ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerA Dell representative has authorized a refurbished exchange with a month warranty extensionThe representative will follow up with the customer on the configuration of the replacement system and shipping information once availableThe representative has provide contact informationSincerely, Advanced Resolution Group FID # *** Dell
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 submissionA Dell representative *** recently attempted to contact the customer regarding this matterWe regret any
dissatisfaction the customer may have experienced and appreciate the feedback providedDell reserves the right to cancel or change orders based on availability or price discrepancies as cited in the following disclaimer located on each web page: “Offers subject to change, not combinable with all other offersTaxes, shipping, handling and other fees applyDell reserves the right to cancel orders arising from pricing or other errorsSystems offered on the Outlet site are limited in quantity and it was explained that system and price are no longer availableWe ask that the customer contact the representative at ***@Dell.com for further assistance in this matterSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: brand new motherboard should function longer than months.I would like Dell to address this issue
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative has been in contact with the customer and agreed on a configuration of a replacement systemThe representative will update the customer with shipping information once availableThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: Dell has not offered any solution to the problemThey have basically told me "tough luck" by saying they cannot honor what was promised to me with my order, and will not let me return the orderThey told me they would take my feedback thoughNo solution whatsoeverThey told me again they'd let me know if they could do anything else, thus keeping me waiting again and hoping the problem will go away, as they've already done many times.
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative has been attempting to reach the customer by phone and emailPlease understand the representative
will make attempts before closing the caseOur records do reflect there was liquid spillage which would not be covered under the hardware warrantyThis type of damage is only covered under the accidental warranty which the customer did not purchaseThe customer would have also had the option to decline the repair and not provide a form of paymentThe system would have been put back together and returned to the customer unrepairedWe show the customer did provide payment and after receiving the system back demanded a refund which was respectfully deniedThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell’s “Price Match” promotion Dell will match the advertised price for a product from specified retailers prior to the purchase of the identical item from
Dell Following the purchase from Dell, there is a “Price Guarantee” and Dell will offer a rebate if the price for the identical item drops on Dell.com within thirty days from the invoice date of the original purchaseMr*** purchased an item from Dell and subsequently located a lower price from a third party web site As this is outside of Dell’s price match or price guarantee guidelines, our representatives denied his request for a credit to his Dell order Since the date of the submission, a Dell representative contacted Mr*** and provided information regarding these promotions Our representative informed Mr*** that the price has not dropped on Dell.com and his order is not eligible for a refund, per the guidelines of the promotionsWe ask that Mr*** contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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
Today’s Date: 02/09/2016 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
correspondence. At this time the agent is unable to reach the customer nor has the customer responded to the agent. We ask the customer to contact the representative at ***@Dell.com should they still require assistance. 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with his Dell computer and wants his computer replaced with a new computer We regret any dissatisfaction he may have experienced and appreciate the feedbackDell
cannot warrant that the operation of any Dell product will be uninterrupted or error-free, specifically as it interacts with third party software and applications such as those described by the customer Our records indicate the customer purchased the computer more than six months ago from a third party vendor and recently reported to Dell that the computer is not compatible with the customer’s version of a third party software due to a software driver issue Dell does not provide exchange computers for third party software issues and, as the computer is functioning as it was designed, there could be no assurances that a new computer would be compatible with the customer’s version of the software Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative denied the customer’s exchange request The customer requested a refund however, as the computer was purchased from a third party vendor, a refund from Dell would not be an option 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
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,
*** ***
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
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 follow up submission Mr*** expressed dissatisfaction with Dell’s response and reiterated he has not received the refund When Dell processes a refund, it is first posted to a customer’s Dell account and within 3-business days refunded to the original form of payment A bank that issued the credit card may take an additional 3-business days to post the refund to the customer’s card account As previously indicated, Dell records indicate a refund for $posted to Mr***’ Dell account on June 29, 2017, to be refunded to a Discover card Mr*** should see the refund reflected on his next monthly billing statement If the refund has not posted as of today’s date, he may need to contact the bank that issued the credit card and provide the refund invoice information previously provided by our representative, who remains available should Mr*** have any additional questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s 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 confirmed with the customer he has now received his order. Should the customer have any additional concerns 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. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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,
*** ***
Dear Revdex.com, Our records indicate that *** continues to maintain ownership of Ms***s account. At this time it appears the last package maybe lost in transit back to Dell, a freight claim has been submitted to the carrier for review The representative will update the customer as soon as the final credit processes, should Ms*** have any additional questions or concerns they can reach out to the agent directly at ***@Dell.comSincerely Executive Support Team 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 Dell
representative; *** has been in contact with the customer regarding the Dell Gift Card the customer had purchased in and has reported redeemed by someone other than them. Per the customer’s letter to the Revdex.com, they are hoping Dell will make an exception to the Terms and Conditions of the Gift Card Usage by reissuing the Gift Card to the customer. *** has reported the matter to the departments that need this information and since the customer claims fraudulent activity regarding their card, Dell’s Gift Card and Fraud departments will thoroughly investigate the matter and share their discovery with the customer by email. *** has apologized for any disappointment this matter may be for our customer. Our representative has informed the customer there is no estimated time the investigation will be completed. Additionally, *** has reminded the customer, per the Terms and Conditions of the Gift Card Usage, the card holder is solely responsible for the funds on the card; Dell is not responsible nor liable for any lost or stolen cards. 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent promotion We regret any miscommunication which may have occurred and appreciate the feedback
Since the date of the submission, the customer worked with a Dell sales representative and placed an alternate order A Dell representative followed up and assisted the customer with an exchange which has been received by the customer We ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerA Dell representative has authorized a refurbished exchange with a month warranty extensionThe representative will follow up with the customer on the configuration of the replacement system and shipping information once availableThe representative has provide contact informationSincerely, Advanced Resolution Group FID # *** Dell
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 submissionA Dell representative *** recently attempted to contact the customer regarding this matterWe regret any
dissatisfaction the customer may have experienced and appreciate the feedback providedDell reserves the right to cancel or change orders based on availability or price discrepancies as cited in the following disclaimer located on each web page: “Offers subject to change, not combinable with all other offersTaxes, shipping, handling and other fees applyDell reserves the right to cancel orders arising from pricing or other errorsSystems offered on the Outlet site are limited in quantity and it was explained that system and price are no longer availableWe ask that the customer contact the representative at ***@Dell.com for further assistance in this matterSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: brand new motherboard should function longer than months.I would like Dell to address this issue
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative has been in contact with the customer and agreed on a configuration of a replacement systemThe representative will update the customer with shipping information once availableThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: Dell has not offered any solution to the problemThey have basically told me "tough luck" by saying they cannot honor what was promised to me with my order, and will not let me return the orderThey told me they would take my feedback thoughNo solution whatsoeverThey told me again they'd let me know if they could do anything else, thus keeping me waiting again and hoping the problem will go away, as they've already done many times.
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative has been attempting to reach the customer by phone and emailPlease understand the representative
will make attempts before closing the caseOur records do reflect there was liquid spillage which would not be covered under the hardware warrantyThis type of damage is only covered under the accidental warranty which the customer did not purchaseThe customer would have also had the option to decline the repair and not provide a form of paymentThe system would have been put back together and returned to the customer unrepairedWe show the customer did provide payment and after receiving the system back demanded a refund which was respectfully deniedThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell’s “Price Match” promotion Dell will match the advertised price for a product from specified retailers prior to the purchase of the identical item from
Dell Following the purchase from Dell, there is a “Price Guarantee” and Dell will offer a rebate if the price for the identical item drops on Dell.com within thirty days from the invoice date of the original purchaseMr*** purchased an item from Dell and subsequently located a lower price from a third party web site As this is outside of Dell’s price match or price guarantee guidelines, our representatives denied his request for a credit to his Dell order Since the date of the submission, a Dell representative contacted Mr*** and provided information regarding these promotions Our representative informed Mr*** that the price has not dropped on Dell.com and his order is not eligible for a refund, per the guidelines of the promotionsWe ask that Mr*** contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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
Today’s Date: 02/09/2016 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
correspondence. At this time the agent is unable to reach the customer nor has the customer responded to the agent. We ask the customer to contact the representative at ***@Dell.com should they still require assistance. 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