Complaint: ***
I am rejecting this response because Dell has not provided an explanation for the factual inaccuracies in their last email, which I highlighted in my last emailNot only that, the fact that the Dell representative alleged there was a software error while at the same time proposing a replacement motherboard as a solution suggests it is not reasonable for me to believe that Dell know how to fix the hardware defects in the computer - particularly given they have repeatedly failed to fix this issue.In their most recent response Dell state that I did not make use of the day return periodThis is a further factual inaccuracyI did make use of that day return period but the replacement computer I was given was also defectiveDell have abused their warranty to avoid their obligations by providing defective goods in replacementI highlighted and gave an opportunity for rectification of that replacement immediately on receipt but Dell further failed to remedy those defects.Dell have abused my weaker position as a consumer by repeatedly providing defective goods knowing I have limited ability to enforce my rightsThey have compounded that by repeatedly misstating the facts in the Revdex.com correspondenceAnyone can see that they have broken the contract I made with them, as well as the reasonable expectations of any consumer
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 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
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
experienceDell representative, ***, contacted the customer and apologized for the problemsThe representative assisted the customer in working with sales and explained only promotional cards can be used per orderThe representative further explained that promotional gift cards cannot be combined with orders that other discounts have already been applied toThe customer may contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative informed her that the item in question is no longer availableAs a gesture
of goodwill and in the interest of customer satisfaction, our representative processed a coupon and followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr. *** regarding his concernsOur records show that a depot service was completed on October 16th, Our 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 email at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: *** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Dell makes every effort to avoid errors on the Dell siteHowever; sometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell
reserves the right to cancel orders arising from pricing or other errorsOur representative has contacted the customer to advise that the order, per Dell policy, could not be placed at the price they requested due to a pricing errorWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group 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 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
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. The customer has informed *** she will be on vacation until 9/18/17. *** will archive the case at this time and the customer can contact him again when she returns. 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
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission. Mr*** expressed dissatisfaction with Dell service and support and wants support for a memory module based on the serial number for the part. We regret any miscommunication which may have occurred and appreciate the feedback. Dell does not provide support based on part or serial numbers. Support dispatches can only be processed under a Dell customer account which includes an order number for the part or for a computer. Dell representatives would be unable to provide any support without customer information as our tools would require such information to initiate any form of support. Should Mr*** provide Dell customer account information, with which a Dell representative could utilize Dell support tools, we would be happy to look into this matter for himAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach Mr***Our representative remains available to discuss this matter however there will be no change in this response.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
The Dell representative is continuing to work with the customer regarding their concerns. Representative, *** will remain the customer’s point of contact until this matter has been resolved. The representative can be reached directly by email at ***
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 processed a credit for the customer. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***[email protected]. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
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, Our records indicate that the customer disputed the charges back on Sept 7/the customer received the full refund at that time. We have provided a copy of the credit/dispute that the Revdex.com will forward to the customer. Dell considers this matter resolved and have closed the issueSincerely 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 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: I am not requesting any refund since I did not pay for the printer; the printer was sent to me because of informationI want Dell to make proper arrangements to have the printer returned to themI was approached by two (2) UPS personnel who had the incorrect description of the merchandise on the labels that were presented to me; I informed Ms*** and Ms*** of the discrepancyAll Dell's documents relating to the printer in question list it as "COLOR MULTIFUNCTION PRINTER E525w" but, the labels that were sent to me lists the merchandise to be returned as "DELL INK OR TONER"I do not want to return the Printer with the wrong label since, I am afraid that Dell's records may still show that I did not return the Printer Copy of the labels were forwarded to Ms***
Regards,
*** ***
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe review of the system at the depot showed accidental damage due to the position of the springs and the manner the hinges were brokenAt this time Dell considers this issue closedIf the customer would like to move forward with the service, the customer may contact Dell’s representative via email at: ***@Dell.comSincerely, Advanced Resolution Group Incident ID#*** Dell Inc
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceThe representative *** contacted the customer and authorized a hard drive replacement with a USB Key for OS reinstallThe representative has confirmed receipt and successful reinstallPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our records indicate the credits have been applied back to the gift cards and our representative, ***, has notified Mr*** may be contacted via email at
***@Dell.com
Sincerely,
Advanced Resolution Group
Incident 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
Complaint: ***
I am rejecting this response because Dell has not provided an explanation for the factual inaccuracies in their last email, which I highlighted in my last emailNot only that, the fact that the Dell representative alleged there was a software error while at the same time proposing a replacement motherboard as a solution suggests it is not reasonable for me to believe that Dell know how to fix the hardware defects in the computer - particularly given they have repeatedly failed to fix this issue.In their most recent response Dell state that I did not make use of the day return periodThis is a further factual inaccuracyI did make use of that day return period but the replacement computer I was given was also defectiveDell have abused their warranty to avoid their obligations by providing defective goods in replacementI highlighted and gave an opportunity for rectification of that replacement immediately on receipt but Dell further failed to remedy those defects.Dell have abused my weaker position as a consumer by repeatedly providing defective goods knowing I have limited ability to enforce my rightsThey have compounded that by repeatedly misstating the facts in the Revdex.com correspondenceAnyone can see that they have broken the contract I made with them, as well as the reasonable expectations of any consumer
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 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
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
experienceDell representative, ***, contacted the customer and apologized for the problemsThe representative assisted the customer in working with sales and explained only promotional cards can be used per orderThe representative further explained that promotional gift cards cannot be combined with orders that other discounts have already been applied toThe customer may contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative informed her that the item in question is no longer availableAs a gesture
of goodwill and in the interest of customer satisfaction, our representative processed a coupon and followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr. *** regarding his concernsOur records show that a depot service was completed on October 16th, Our 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 email at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: *** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Dell makes every effort to avoid errors on the Dell siteHowever; sometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell
reserves the right to cancel orders arising from pricing or other errorsOur representative has contacted the customer to advise that the order, per Dell policy, could not be placed at the price they requested due to a pricing errorWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group 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 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
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. The customer has informed *** she will be on vacation until 9/18/17. *** will archive the case at this time and the customer can contact him again when she returns. 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
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission. Mr*** expressed dissatisfaction with Dell service and support and wants support for a memory module based on the serial number for the part. We regret any miscommunication which may have occurred and appreciate the feedback. Dell does not provide support based on part or serial numbers. Support dispatches can only be processed under a Dell customer account which includes an order number for the part or for a computer. Dell representatives would be unable to provide any support without customer information as our tools would require such information to initiate any form of support. Should Mr*** provide Dell customer account information, with which a Dell representative could utilize Dell support tools, we would be happy to look into this matter for himAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach Mr***Our representative remains available to discuss this matter however there will be no change in this response.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
The Dell representative is continuing to work with the customer regarding their concerns. Representative, *** will remain the customer’s point of contact until this matter has been resolved. The representative can be reached directly by email at ***
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 processed a credit for the customer. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***[email protected]. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
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
Complaint: ***
I am rejecting this response because:This is clearly not a response to my complaint
Regards,
*** ***
Dear Revdex.com, Our records indicate that the customer disputed the charges back on Sept 7/the customer received the full refund at that time. We have provided a copy of the credit/dispute that the Revdex.com will forward to the customer. Dell considers this matter resolved and have closed the issueSincerely 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 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: I am not requesting any refund since I did not pay for the printer; the printer was sent to me because of informationI want Dell to make proper arrangements to have the printer returned to themI was approached by two (2) UPS personnel who had the incorrect description of the merchandise on the labels that were presented to me; I informed Ms*** and Ms*** of the discrepancyAll Dell's documents relating to the printer in question list it as "COLOR MULTIFUNCTION PRINTER E525w" but, the labels that were sent to me lists the merchandise to be returned as "DELL INK OR TONER"I do not want to return the Printer with the wrong label since, I am afraid that Dell's records may still show that I did not return the Printer Copy of the labels were forwarded to Ms***
Regards,
*** ***
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe review of the system at the depot showed accidental damage due to the position of the springs and the manner the hinges were brokenAt this time Dell considers this issue closedIf the customer would like to move forward with the service, the customer may contact Dell’s representative via email at: ***@Dell.comSincerely, Advanced Resolution Group Incident ID#*** Dell Inc
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceThe representative *** contacted the customer and authorized a hard drive replacement with a USB Key for OS reinstallThe representative has confirmed receipt and successful reinstallPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our records indicate the credits have been applied back to the gift cards and our representative, ***, has notified Mr*** may be contacted via email at
***@Dell.com
Sincerely,
Advanced Resolution Group
Incident 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