Today’s Date: 07/22/2015 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
correspondenceWe thank the customer for their time and patience during this processThe customer may also contact the representative at *** . Sincerely, Executive Support TeamIncident ID: ***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 instrumental in assisting the customer with finalizing the return and crediting process for the Samsung TV. The customer informed *** she has disputed the charge with her credit card company and she confirmed she has been credited in full. We certainly do apologize for any frustration this matter may have been for our customer. We appreciate the Revdex.com and the customer for bringing the matter to our attention. 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 Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfaction, a partial account credit has been processedOur records show
that the partial credit had already 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 in regards to this case. Sincerely,
Executive Support TeamIncident ID: ***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 submissionOur records indicate the Dell
representative; *** has thoroughly researched the matter for the customer and found that the customer had used the $Dell Promotional Gift Card on another purchase from Dell. After the customer reviewed his records he has confirmed with *** this information is correct. While the customer accepts this information and considers the matter resolved, he has shared with *** his feedback regarding the ordering process and the lack of assistance he had received from a number of Dell employees. We appreciate Mr***’ business and his input in this matter. We certainly do apologize for any frustration or inconvenience this situation may have been for our customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com, Our records indicate that Dell representative *** is attempting to contact the customer in regards to her rebuttalA return for credit is not an option since the customer did not purchase directly from Dell but from a retailerThe representative remains available to assist the customerWe request the customer contact the representative by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
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 submissionDell representative, *** will continue to be the customers’ point of contactThe representative authorized for an onsite service to replace partsThe representative explained that a parts backlog is affecting serviceThe representative will follow up with the customer once part has shipped and service completedWe remain available to assist and ask that the customer contact the representative ***@Dell.comSincerely, Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:
Regards,
*** *** The comments in the response are once again simply not trueI am an engineer with degrees in electronic engineering and also in computer sciencesI headed up those areas for one of Dell's largest customers - *** ***I assure you the jobs I do require integrityThe response is simply not trueI challenge Dell to s show any written documentation form me saying I wanted to change my order. I will be happy to send along copies of emails and copies of Dell pages showing two different agreed orders from Dell at a price agreeable to meNone of those two orders were differentI never asked for any change. Since the people at Dell - India have not been truthful I insistent that Dell communicate via email so we have a written recordDell has my email addressAll they have to do it to simply provide the computer they committed to deliver at the agreed priceMy experience is that the people at Dell India have been dishonestThere are pages of complaints about them on the internet accessible by sampling Googling Dell Complaints. I ordered a computerI would be happy to receive the computer I originally ordered for the price Dell had committed to deliver it to me forI never changed that orderDell for some unexplained reason kept slipping the delivery and would not explain whyDell for some explained reason canceled the orderA Dell India salesman *** - the person who had on his own without approval from me - and I spokeHe put together a duplicate of the original order and asked if I would be willing to pay about $moreI agreed to it*** took my credit card number over the phoneMy credit card was charged for the computerI saw the chargeI have a letter from Chase saying that Dell had run the charge against my computerI can provide it if anyone doubts meBecause of the prior mess *** put my computer on a day rushI received a confirmation of that order and I made copies of the Dell page showing the confirmed order for the 2nd computer and the 1st computerAfter days I logged into Dell to find out my computer order had been canceledI contacted Chase BankThey told me Dell had submitted a refund to them for that 2nd computer orderI emailed ***He emailed me back that he could understand why my order had been canceledHe said he had worked it with his supervisor and had his supervisor's approval to expedient that orderHe said he would look into it and would email me backI have copies of the email that I can sent to anyone*** never provided the email with information about why his computer order for me was canceledHe all of a sudden became silent.12. Meanwhile *** from Dell India who is mentioned in this Revdex.com complaint contacted meI could not help but sense that he was the person that had canceled ***'s orderHe offered me a computer like the prior twoHowever, it was $or about 40% more expensive than the prior two ordersI objected and asked him to send me a copy of his proposalI have an email showing his $more expensive cost for the same computer.Anything said by anyone else at Dell India is an outright lieI would be very happy to provide copies of all the emails and communications referred to aboveIf Dell India can provide documentation showing anything else - send it alongIf not it is clear that some people at Dell India are not honest and trustworthyPerhaps we in America and in companies like *** *** have a different understanding of what it means to be honest and to show integrity in business deals than Dell IndiaI am very happy to provide copies of documentation that substantiates everything I have stated - everything All Dell India has to do it to provide the computer in my original order at the original price or provide the computer in ***'s order at that priceSince Dell India has been so dishonest I would like to see the detailed configuration that shows that what they propose is identical to either of those two prior ordersOnce again I have degrees in electronic engineering and in computer sciencesI do understand computer configurations. I insist that anyone from Dell that proposes to replicate my orders do it via written documentation - emailsThey have my email address. Or they can communicate how they will deliver either of the two computers they previously committed to deliver at the previously agreed price
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 discussed the sales process with the customer and has assisted him with putting a configuration together that will meet the customer’s needs. Mr** has placed and received the order. We certainly do apologize for any negative experience this matter may have caused our customerPlease have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com, Our records indicate that *** 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
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative processed a credit and our records indicate it has been
applied to the original form of paymentWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative remains available and may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident 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,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
Dear Revdex.com,
This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionOur records indicate the system was delivered on 7/31/The representative confirmed with the customer on 8/4/that he has received itPlease have the customer contact the representative by emailing at *** with any additional questions or concerns
Advanced Resolution Group
Incident
*** 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 replacement unitWe 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 offer a Dell certified replacement unit; however, the customer stated that the original unit is working fine and considers this matter resolvedShould 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customer was offered a refurbished exchange system as an exception which is in line with the customer hardware warrantyPer the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty termsDell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchasedDell does not have a process in place by which a customer can be contacted by a Dell representative from a specific geographical locationAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterSincerely, Advanced Resolution Group FID # *** Dell
Complaint: ***
I am rejecting this response because:Dell's strategy is a modified bait and switch scheme. Dell offered a gift certificate for you to buy a product that they are trying to dump. Then when you are ready to use the gift certificate, Dell would deter you from using the certificate if they can't make money off you. In my case, I was given different answers (documented via chat transcripts) regarding the availability of the laptop battery I wanted. First, I was told that the battery is available, but after learning that I am using a gift certificate (with value = cost of the battery), I did not hear back from the sales staff who was supposed to give me the part number to buy it. Then, later I was told that Dell has the part but only refurbished. Of course, with the delays caused by DELL's response, my gift certificate expired. After that I was told that Dell does not have the battery of the laptop they were selling and Dell is simply insisting on the terms of the gift certificate (I wonder how many people suffered the same fate). I feel swinDELLed in doing business with Dell
Complaint: ***
I am rejecting this response because:Everything that Dell says here is untrueI never received the gift card for this orderI DID have a separate order that I received a gift card for, and that is what they are referring toBut you cannot give the customer gift card some of the time when you promise it, and not give it other timesAnother falsehood is when they say I let that other gift card expireIn fact I used that gift cardSo once again they speak untrulyI do not want to be cheated by DellIt would be easier for them to stop cheating me than it is to cheat meThis is also not the first time they have cheated me on gift cardAnd from looking online I see that they do this to other customers oftenJust google it to see for yourselfDell is breach of contract and should be held responsible for their fraudulent business practices
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative has been in contact with her and advised her the orders have been cancelled and the system is no longer availableAssistance was offered in placing an
alternate order, however; she declinedA credit was dispatched for the associated order and our records indicate it has been applied to the original form of paymentWe 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 *** ***Please note that our representative made multiple attempts to reach the customer; however, has not been able to discuss the contents of their correspondenceWe regret any
dissatisfaction they may have experienced and appreciate the feedback provided regarding their Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case the customer has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 07/22/2015 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
correspondenceWe thank the customer for their time and patience during this processThe customer may also contact the representative at *** . Sincerely, Executive Support TeamIncident ID: ***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 instrumental in assisting the customer with finalizing the return and crediting process for the Samsung TV. The customer informed *** she has disputed the charge with her credit card company and she confirmed she has been credited in full. We certainly do apologize for any frustration this matter may have been for our customer. We appreciate the Revdex.com and the customer for bringing the matter to our attention. 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 Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfaction, a partial account credit has been processedOur records show
that the partial credit had already 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 in regards to this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Thank you for the letter from *** ***Our representative has contacted the customer concerning the contents
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 submissionOur records indicate the Dell
representative; *** has thoroughly researched the matter for the customer and found that the customer had used the $Dell Promotional Gift Card on another purchase from Dell. After the customer reviewed his records he has confirmed with *** this information is correct. While the customer accepts this information and considers the matter resolved, he has shared with *** his feedback regarding the ordering process and the lack of assistance he had received from a number of Dell employees. We appreciate Mr***’ business and his input in this matter. We certainly do apologize for any frustration or inconvenience this situation may have been for our customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com, Our records indicate that Dell representative *** is attempting to contact the customer in regards to her rebuttalA return for credit is not an option since the customer did not purchase directly from Dell but from a retailerThe representative remains available to assist the customerWe request the customer contact the representative by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
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 submissionDell representative, *** will continue to be the customers’ point of contactThe representative authorized for an onsite service to replace partsThe representative explained that a parts backlog is affecting serviceThe representative will follow up with the customer once part has shipped and service completedWe remain available to assist and ask that the customer contact the representative ***@Dell.comSincerely, Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:
Regards,
*** *** The comments in the response are once again simply not trueI am an engineer with degrees in electronic engineering and also in computer sciencesI headed up those areas for one of Dell's largest customers - *** ***I assure you the jobs I do require integrityThe response is simply not trueI challenge Dell to s show any written documentation form me saying I wanted to change my order. I will be happy to send along copies of emails and copies of Dell pages showing two different agreed orders from Dell at a price agreeable to meNone of those two orders were differentI never asked for any change. Since the people at Dell - India have not been truthful I insistent that Dell communicate via email so we have a written recordDell has my email addressAll they have to do it to simply provide the computer they committed to deliver at the agreed priceMy experience is that the people at Dell India have been dishonestThere are pages of complaints about them on the internet accessible by sampling Googling Dell Complaints. I ordered a computerI would be happy to receive the computer I originally ordered for the price Dell had committed to deliver it to me forI never changed that orderDell for some unexplained reason kept slipping the delivery and would not explain whyDell for some explained reason canceled the orderA Dell India salesman *** - the person who had on his own without approval from me - and I spokeHe put together a duplicate of the original order and asked if I would be willing to pay about $moreI agreed to it*** took my credit card number over the phoneMy credit card was charged for the computerI saw the chargeI have a letter from Chase saying that Dell had run the charge against my computerI can provide it if anyone doubts meBecause of the prior mess *** put my computer on a day rushI received a confirmation of that order and I made copies of the Dell page showing the confirmed order for the 2nd computer and the 1st computerAfter days I logged into Dell to find out my computer order had been canceledI contacted Chase BankThey told me Dell had submitted a refund to them for that 2nd computer orderI emailed ***He emailed me back that he could understand why my order had been canceledHe said he had worked it with his supervisor and had his supervisor's approval to expedient that orderHe said he would look into it and would email me backI have copies of the email that I can sent to anyone*** never provided the email with information about why his computer order for me was canceledHe all of a sudden became silent.12. Meanwhile *** from Dell India who is mentioned in this Revdex.com complaint contacted meI could not help but sense that he was the person that had canceled ***'s orderHe offered me a computer like the prior twoHowever, it was $or about 40% more expensive than the prior two ordersI objected and asked him to send me a copy of his proposalI have an email showing his $more expensive cost for the same computer.Anything said by anyone else at Dell India is an outright lieI would be very happy to provide copies of all the emails and communications referred to aboveIf Dell India can provide documentation showing anything else - send it alongIf not it is clear that some people at Dell India are not honest and trustworthyPerhaps we in America and in companies like *** *** have a different understanding of what it means to be honest and to show integrity in business deals than Dell IndiaI am very happy to provide copies of documentation that substantiates everything I have stated - everything All Dell India has to do it to provide the computer in my original order at the original price or provide the computer in ***'s order at that priceSince Dell India has been so dishonest I would like to see the detailed configuration that shows that what they propose is identical to either of those two prior ordersOnce again I have degrees in electronic engineering and in computer sciencesI do understand computer configurations. I insist that anyone from Dell that proposes to replicate my orders do it via written documentation - emailsThey have my email address. Or they can communicate how they will deliver either of the two computers they previously committed to deliver at the previously agreed price
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 discussed the sales process with the customer and has assisted him with putting a configuration together that will meet the customer’s needs. Mr** has placed and received the order. We certainly do apologize for any negative experience this matter may have caused our customerPlease have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com, Our records indicate that *** 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
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative processed a credit and our records indicate it has been
applied to the original form of paymentWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative remains available and may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident 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,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
Dear Revdex.com,
This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionOur records indicate the system was delivered on 7/31/The representative confirmed with the customer on 8/4/that he has received itPlease have the customer contact the representative by emailing at *** with any additional questions or concerns
Advanced Resolution Group
Incident
*** 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 replacement unitWe 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 offer a Dell certified replacement unit; however, the customer stated that the original unit is working fine and considers this matter resolvedShould 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customer was offered a refurbished exchange system as an exception which is in line with the customer hardware warrantyPer the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty termsDell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchasedDell does not have a process in place by which a customer can be contacted by a Dell representative from a specific geographical locationAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterSincerely, Advanced Resolution Group FID # *** Dell
Complaint: ***
I am rejecting this response because:Dell's strategy is a modified bait and switch scheme. Dell offered a gift certificate for you to buy a product that they are trying to dump. Then when you are ready to use the gift certificate, Dell would deter you from using the certificate if they can't make money off you. In my case, I was given different answers (documented via chat transcripts) regarding the availability of the laptop battery I wanted. First, I was told that the battery is available, but after learning that I am using a gift certificate (with value = cost of the battery), I did not hear back from the sales staff who was supposed to give me the part number to buy it. Then, later I was told that Dell has the part but only refurbished. Of course, with the delays caused by DELL's response, my gift certificate expired. After that I was told that Dell does not have the battery of the laptop they were selling and Dell is simply insisting on the terms of the gift certificate (I wonder how many people suffered the same fate). I feel swinDELLed in doing business with Dell
Complaint: ***
I am rejecting this response because:Everything that Dell says here is untrueI never received the gift card for this orderI DID have a separate order that I received a gift card for, and that is what they are referring toBut you cannot give the customer gift card some of the time when you promise it, and not give it other timesAnother falsehood is when they say I let that other gift card expireIn fact I used that gift cardSo once again they speak untrulyI do not want to be cheated by DellIt would be easier for them to stop cheating me than it is to cheat meThis is also not the first time they have cheated me on gift cardAnd from looking online I see that they do this to other customers oftenJust google it to see for yourselfDell is breach of contract and should be held responsible for their fraudulent business practices
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative has been in contact with her and advised her the orders have been cancelled and the system is no longer availableAssistance was offered in placing an
alternate order, however; she declinedA credit was dispatched for the associated order and our records indicate it has been applied to the original form of paymentWe 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 *** ***Please note that our representative made multiple attempts to reach the customer; however, has not been able to discuss the contents of their correspondenceWe regret any
dissatisfaction they may have experienced and appreciate the feedback provided regarding their Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case the customer has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc