Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for promotional gift cards We regret any miscommunication which may have occurred and appreciate the feedback
Since the date of the submission, a Dell representative contacted the customer to discuss his concerns The customer has since reported that the gift cards have been received The customer may contact our representative at ***@Dell.com for any further assistance he may need 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, 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, 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
A Dell representative is attempting to address the customer’s concerns to reach final resolution however we have not yet been able to discuss the contents of the follow up submission We remain available to assist and ask that the customer contact our representative at ***@Dell.com
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and reluctantly accept this resolutionI spoke with a secondary representative from the resolutions department from the credit card company and they explained that many companies who are too lazy to issue refunds often consider provisional credits to have covered the matter
Regards,
*** ***
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 Dell order We regret any miscommunication which may have occurred and appreciate the feedbackDell
makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell 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 errors Since the date of the submission, a Dell representative contacted the customer to advise that the order could not be placed at the price he requested due to a pricing error and, per Dell policy we would be unable to process an order at the incorrect price 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 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
Thank you for providing a copy of the customer’s follsubmission A Dell representative will be assigned to this case and will contact the customer to address the contents of their follow up correspondence
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 on-line order We regret any miscommunication which may have occurred and appreciate the feedback
Dell makes every effort to avoid errors on the Dell site as we fully understand the bad experience it can cause Dell customers, and Dell 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 errors Recently a promotion for two monitors and a monitor stand for $was erroneously listed on the Dell site for $ Dell recognized this pricing error and corrected it Any unfulfilled orders were cancelled and notice was sent to customers Since the date of this submission, a Dell representative contacted the customer who requested that the monitors and the stand be sold to him at the erroneous price of $which our representative denied Dell will not be offering any concessions for this issue and 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, 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
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
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Hello first I thank you for your determination to help me fix the situation of the PC, but I'll say the following:the Dell technician was presentThe change the parts the motherboard and the screen.The screen was not repaired the tactile does not work,I do not know if the motherboard was bigger, it was left open,And also the box is scratched, the technician knows.And sadly my new sofa, where the technician work it some scratched,I'll let you know, I'll send the photos to you, please I wait for your help.regards.*** * ***
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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
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 Our records indicate
Dell representative; *** has authorized a depot repair in order to resolve the technical problems the customer was having with their computer. The repair has been completed and the system returned to the customer. *** has attempted to follow up with the customer to confirm the system is now working as designed but there has been no response by the customer. 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a new computer We regret any dissatisfaction she may have experienced and appreciate the feedback providedParts used to
replace failed parts covered under Dell’s Limited Hardware Warranty that are opened and tested prior to being sent to an on-site technician must be labeled “refurbished” even if they have never been used Per the terms and conditions of the 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 terms At the time of this submission, Dell records indicate the customer was being assisted with a service dispatch to repair her computer A Dell representative contacted the customer to discuss her concerns The repairs have since been completed and upon follow up, the customer informed our representative that the computer appears to be working fine The customer may contact our representative at ***@Dell.com for any further assistance she may need 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 communication and processing expectations for promotional gift cards We regret any miscommunication which may have occurred and appreciate the feedback
Since the date of the submission, a Dell representative contacted the customer to discuss his concerns The customer has since reported that the gift cards have been received The customer may contact our representative at ***@Dell.com for any further assistance he may need 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, 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, 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
A Dell representative is attempting to address the customer’s concerns to reach final resolution however we have not yet been able to discuss the contents of the follow up submission We remain available to assist and ask that the customer contact our representative at ***@Dell.com
Complaint: ***
I am rejecting this response because:There are still pressure marks on the lower right hand of the screen
Regards,*** ***
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and reluctantly accept this resolutionI spoke with a secondary representative from the resolutions department from the credit card company and they explained that many companies who are too lazy to issue refunds often consider provisional credits to have covered the matter
Regards,
*** ***
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 Dell order We regret any miscommunication which may have occurred and appreciate the feedbackDell
makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell 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 errors Since the date of the submission, a Dell representative contacted the customer to advise that the order could not be placed at the price he requested due to a pricing error and, per Dell policy we would be unable to process an order at the incorrect price 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 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
Thank you for providing a copy of the customer’s follsubmission A Dell representative will be assigned to this case and will contact the customer to address the contents of their follow up correspondence
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 on-line order We regret any miscommunication which may have occurred and appreciate the feedback
Dell makes every effort to avoid errors on the Dell site as we fully understand the bad experience it can cause Dell customers, and Dell 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 errors Recently a promotion for two monitors and a monitor stand for $was erroneously listed on the Dell site for $ Dell recognized this pricing error and corrected it Any unfulfilled orders were cancelled and notice was sent to customers Since the date of this submission, a Dell representative contacted the customer who requested that the monitors and the stand be sold to him at the erroneous price of $which our representative denied Dell will not be offering any concessions for this issue and 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, 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
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
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Hello first I thank you for your determination to help me fix the situation of the PC, but I'll say the following:the Dell technician was presentThe change the parts the motherboard and the screen.The screen was not repaired the tactile does not work,I do not know if the motherboard was bigger, it was left open,And also the box is scratched, the technician knows.And sadly my new sofa, where the technician work it some scratched,I'll let you know, I'll send the photos to you, please I wait for your help.regards.*** * ***
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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
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 Our records indicate
Dell representative; *** has authorized a depot repair in order to resolve the technical problems the customer was having with their computer. The repair has been completed and the system returned to the customer. *** has attempted to follow up with the customer to confirm the system is now working as designed but there has been no response by the customer. 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a new computer We regret any dissatisfaction she may have experienced and appreciate the feedback providedParts used to
replace failed parts covered under Dell’s Limited Hardware Warranty that are opened and tested prior to being sent to an on-site technician must be labeled “refurbished” even if they have never been used Per the terms and conditions of the 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 terms At the time of this submission, Dell records indicate the customer was being assisted with a service dispatch to repair her computer A Dell representative contacted the customer to discuss her concerns The repairs have since been completed and upon follow up, the customer informed our representative that the computer appears to be working fine The customer may contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
A Dell representative is working with *** *** *** to achieve a resolution for his concernsOur representative may be contacted via e-mail at ***