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 the replacement order# *** was delivered on June 22, under FedEx
Tracking# ***Our representative followed up with Mr*** to confirm resolutionHis request for compensation was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.Sincerely,Executive Support TeamIncident ID: *** Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customer. Thank you for providing a copy of the submission.
The representative *** explained that after the it was found that the cards were redeemed on orders (***). Dell considers this matter closed
Sincerely,
Advanced Resolution Group
INC# ***
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
Although I should not have to go through what I did, the many hours I spent on the phone, and the rudeness behavior from Dell personnel to get the matter taken care of. Their part was defective when they sent it to me, and it should have been replaced no questions asked. So it is resolved, but could have been handled better from Dell's end
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The computer has long existent hardware and software problemsI have requested a replacement a long time agoDell is just wasting my time sending the machine to the repair center again and again but it is not at all effectiveThey are dragging me along the way so that my warranty expires and they can waive the responsibilities.Please reference the original message below for their non-effective tech support and customer care: I was enduring that although I prefer not toI did not have the time to argue with them every day because I was also living in Germany most of the time last year and in South America from December to late JanuaryBut that does not mean they can waive the responsibilities and not support their customers or not call back their defective productThis is the worst customer support I have ever seen that constantly kicks me around different departments and the worst ever computer I have ever owned that is not trustable at allIt is the company's failure that they do not know how to arrange their customer support teamAlthough this is an era of globalization, all of their customer service is based in India which has completely different social background and do not blend well with the customers' requests and cannot cope well in customer relations here in the United StatesI have not experienced such embarrassing and frustrating case even when I was staying in India for a short time years ago.Thank you for your consideration. ***12/9/16tomeApologies for thatI understand where you're coming from.However, I am from the Technical Support team so we only process parts replacement and service calls. Our Customer Care is the only one that can help you with returning the system at this pointSorry.Sincerely,***Dell | Resolution ExpertWorking hours: 8:AM - 5:PM CDT | Monday to Friday --- Original Message ---From: "*** ***" Received: 12/9/10:52:AM CSTTo: "***" Subject: Re: Dell Technical Support: Resolution Check SR# ***NopeIs that possible if you can set up with returns for meI am really frustrated about the time I have wasted on this computer.On Fri, Dec 9, at 11:AM, *** wrote:Hi Lige,I do apologize that your system was still having the same issue after being sent to the facility.I see that you called in yesterday and you wanted to just return the systemWere you able to do so?Sincerely,***Dell | Resolution ExpertWorking hours: 8:AM - 5:PM CDT | Monday to Friday ------ Please do not remove your unique tracking number! ------ ------ Please do not remove your unique tracking number! ------
Regards,
*** *** ***
Complaint: ***
I am rejecting this response because: I have talked to them and they are sending me a box to send in my computer for repair
Regards,
*** ***
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 had the customer’s computer serviced at the Dell repair depot and it has been returned. 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'm not necessarily rejecting the response, but I did want to respond. I'm going to accept the response pending verifying the amount is credited to my DFS account. I have days to respond, and wasn't sure if this would post in that time and I didn't want my complaint to be marked as closed while I was waiting for verification
Regards,
*** ***
Today’s Date: 05/09/2016 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 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
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
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,
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 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 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 apologized for the problems and explained it was due to the verification processThe representative worked with the internal departments to have the funds returned to the creditThe representative confirmed with the customer credit has posted and will reflect on the next billing statementWe remain available to assist the customer if needed and we ask that he contact the representative by email at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:This response doesn’t solve the problemThe problem is thatDell has tried to diagnose my system multiple times, but each time they have failedto repair the computer successfullyI've been waiting over months to have areliable computerThe suggested resolution is not an actual resolution; it’s astatement that Dell will continue to do the exact same thing that has beenunsuccessful multiple timesI have already had onsite service, depot service,and many tests run on the system by online tech support, yet the problems withmy computer are persisting
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Please see the attached .pdf file. I f you have any questions please don't hesitate to ask. If you like I can always convert the document to another form
Regards,
*** ***
Dear Revdex.com, As Dell’s stance in this matter remains unchanged, no further attempt has been made to reach the customerIf the customer is ready to troubleshoot the system as required by his hardware warranty he is welcome to contact the assigned representative back or our frontline tech support at ###-###-####We do suggest the customer review the terms and condition of his warrantyWe have included the link for the customer to review the hardware warranty terms and conditions*** The customer may locate all the information about Dells return period online at: ***
Please have the customer contact the investigator directly by email at ***@Dell.comSincerely, Advanced Resolution Group Incident ID#*** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and wants a refund Dell has a thirty (30) day Return Period and, as the order invoiced during 2015, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and assist in resolving the technical issues The customer declined this assistance and requested a refund, which was denied We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further; however no change will be made to the offered resolution.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.Thank you very much for working with Dell in resolving this issueI really appreciate itAlso thanks for *** at Dell Advanced Resolution center for promptly and professionally handling my caseI wish the regular Dell customer service team could provide the same high quality services
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
Resolver, ***, is continuing to work with the gift card department to resolve this matterOur representative recently attempted to reach the customer; however, has not been able to further discuss this matterShould Mr*** have any additional concerns regarding this case, he can reach out to our representative directly by e-mail at ***@Dell.com
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 the replacement order# *** was delivered on June 22, under FedEx
Tracking# ***Our representative followed up with Mr*** to confirm resolutionHis request for compensation was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.Sincerely,Executive Support TeamIncident ID: *** Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customer. Thank you for providing a copy of the submission.
The representative *** explained that after the it was found that the cards were redeemed on orders (***). Dell considers this matter closed
Sincerely,
Advanced Resolution Group
INC# ***
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
Although I should not have to go through what I did, the many hours I spent on the phone, and the rudeness behavior from Dell personnel to get the matter taken care of. Their part was defective when they sent it to me, and it should have been replaced no questions asked. So it is resolved, but could have been handled better from Dell's end
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The computer has long existent hardware and software problemsI have requested a replacement a long time agoDell is just wasting my time sending the machine to the repair center again and again but it is not at all effectiveThey are dragging me along the way so that my warranty expires and they can waive the responsibilities.Please reference the original message below for their non-effective tech support and customer care: I was enduring that although I prefer not toI did not have the time to argue with them every day because I was also living in Germany most of the time last year and in South America from December to late JanuaryBut that does not mean they can waive the responsibilities and not support their customers or not call back their defective productThis is the worst customer support I have ever seen that constantly kicks me around different departments and the worst ever computer I have ever owned that is not trustable at allIt is the company's failure that they do not know how to arrange their customer support teamAlthough this is an era of globalization, all of their customer service is based in India which has completely different social background and do not blend well with the customers' requests and cannot cope well in customer relations here in the United StatesI have not experienced such embarrassing and frustrating case even when I was staying in India for a short time years ago.Thank you for your consideration. ***12/9/16tomeApologies for thatI understand where you're coming from.However, I am from the Technical Support team so we only process parts replacement and service calls. Our Customer Care is the only one that can help you with returning the system at this pointSorry.Sincerely,***Dell | Resolution ExpertWorking hours: 8:AM - 5:PM CDT | Monday to Friday --- Original Message ---From: "*** ***" Received: 12/9/10:52:AM CSTTo: "***" Subject: Re: Dell Technical Support: Resolution Check SR# ***NopeIs that possible if you can set up with returns for meI am really frustrated about the time I have wasted on this computer.On Fri, Dec 9, at 11:AM, *** wrote:Hi Lige,I do apologize that your system was still having the same issue after being sent to the facility.I see that you called in yesterday and you wanted to just return the systemWere you able to do so?Sincerely,***Dell | Resolution ExpertWorking hours: 8:AM - 5:PM CDT | Monday to Friday ------ Please do not remove your unique tracking number! ------ ------ Please do not remove your unique tracking number! ------
Regards,
*** *** ***
Complaint: ***
I am rejecting this response because: I have talked to them and they are sending me a box to send in my computer for repair
Regards,
*** ***
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 had the customer’s computer serviced at the Dell repair depot and it has been returned. 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'm not necessarily rejecting the response, but I did want to respond. I'm going to accept the response pending verifying the amount is credited to my DFS account. I have days to respond, and wasn't sure if this would post in that time and I didn't want my complaint to be marked as closed while I was waiting for verification
Regards,
*** ***
Today’s Date: 05/09/2016 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 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
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
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,
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 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 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 apologized for the problems and explained it was due to the verification processThe representative worked with the internal departments to have the funds returned to the creditThe representative confirmed with the customer credit has posted and will reflect on the next billing statementWe remain available to assist the customer if needed and we ask that he contact the representative by email at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:This response doesn’t solve the problemThe problem is thatDell has tried to diagnose my system multiple times, but each time they have failedto repair the computer successfullyI've been waiting over months to have areliable computerThe suggested resolution is not an actual resolution; it’s astatement that Dell will continue to do the exact same thing that has beenunsuccessful multiple timesI have already had onsite service, depot service,and many tests run on the system by online tech support, yet the problems withmy computer are persisting
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Please see the attached .pdf file. I f you have any questions please don't hesitate to ask. If you like I can always convert the document to another form
Regards,
*** ***
Dear Revdex.com, As Dell’s stance in this matter remains unchanged, no further attempt has been made to reach the customerIf the customer is ready to troubleshoot the system as required by his hardware warranty he is welcome to contact the assigned representative back or our frontline tech support at ###-###-####We do suggest the customer review the terms and condition of his warrantyWe have included the link for the customer to review the hardware warranty terms and conditions*** The customer may locate all the information about Dells return period online at: ***
Please have the customer contact the investigator directly by email at ***@Dell.comSincerely, Advanced Resolution Group Incident ID#*** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and wants a refund Dell has a thirty (30) day Return Period and, as the order invoiced during 2015, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and assist in resolving the technical issues The customer declined this assistance and requested a refund, which was denied We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further; however no change will be made to the offered resolution.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.Thank you very much for working with Dell in resolving this issueI really appreciate itAlso thanks for *** at Dell Advanced Resolution center for promptly and professionally handling my caseI wish the regular Dell customer service team could provide the same high quality services
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
Resolver, ***, is continuing to work with the gift card department to resolve this matterOur representative recently attempted to reach the customer; however, has not been able to further discuss this matterShould Mr*** have any additional concerns regarding this case, he can reach out to our representative directly by e-mail at ***@Dell.com