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 to a degree. They have no intention of providing information in their manual that would be beneficial to the purchasers of their product, vital information that would not require someone to call into their call center to find the answers but rather I feel information is purposely withheld so consumers have to call the call center for assistance and after warranties expire are mandated to pay a fee for information that should be covered in the owners manual. *** was wonderful but the policy of not giving information in their manual so they can charge a fee is not. I am extremely displeased with Dell and expected better from them.
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concerns and worked with the order/account verification department to resolve this matterOur
records show, the credit for order number *** has been posted to the original form of paymentFurthermore, Ms*** also confirmed that she has received the credit to the original form of paymentWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc
Today’s Date: 03/04/2016 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 correspondenceAt
this time the agent has been unable to reach the customer and the customer has not responded to the agents attempts at contactWe ask the customer to contact the representative at ***@Dell.com should they still require assistance. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear RevDex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to provide assistance and our records indicate an exchange is being processed and a replacement computer has been delivered to the customer We ask that he contact our representative at *** for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative contacted the customerA return for credit was dispatched, however; the customer has not responded to subsequent contact attemptsThe credit cannot be processed
until the system is returned and received at DellOur representative has provided their contact information and we 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 Mr*** ***Our representative, ***, explained, per the terms and conditions of the sale, the order could not be fulfilled
***
However, ***, as a onetime goodwill gesture, offered to Mr*** the option to order the bundle at the current price less a discount or Mr*** can return the stand for creditMr*** declined bothWe regret any dissatisfaction Mr*** may have experienced and *** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***Please note that our representative made multiple attempts to reach Mr***; however, has not been able to discuss the contents of his correspondenceWe 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 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 customer. Thank you for providing a copy of the customer’s submissionA Dell representative, *** has recently contacted the customer regarding their concerns.
We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** informed the customer that the TV was not selected at the time she made her order and the order confirmation she received would show that information. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc
Complaint: ***
I am rejecting this response because: I am assuming this argument and stance has worked in their favor in the past, as to why they made no effort to make up for easily avoidable misleading promises I assume this means they will not correct their ways for others, and business as usual I just hope the Revdex.com will stand for a higher standard for the customer and allow this to stand in the record I am not returning a pair of pants where I have others to wear in the meantime I am returning the center of my business to be put on hold because they couldn't be bothered to reign in their sells department being misleading to get a sale If their is no cost for such behaviors they will continue and many others will be hurt
Regards,
*** ***
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 informed *** he got his order sorted out and is just waiting on a replacement gift card. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
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 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 cannot ship the system to the repair depot at this time so *** is closing the case at this time and the customer can reopen it in the future. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident 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 the cancellation of two orders placed, with a full refund going back to the customer’s original forms of payment; which includes the value of the Dell Promotional Gift Card. Per the Terms and Conditions of use of the promotional gift card, a cash refund is not an option as the card has no cash value. Regarding the two failed orders, we certainly do apologize for any disappointment the matter may have caused our customer. The manufacturer was unable to meet the demands so unfortunately the orders failed to process. While this is completely out of Dell’s control, this is one reason why we post a disclaimer on our website informing prices and offers are subject to change without any notice. *** has offered to assist the customer if he should wish to place a new order with Dell. Please refer the customer back to ***, who can be reached directly by email at ***@Dell.com if the customer should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***I just wanted to make the Revdex.com aware that I am still waiting for this computer and Dell has not given me much details besides several emails that say another update is coming in 24-hrs but then it never does. I was out of the office an entire week and thought for sure it would be waiting for me when I returned but to no avail. I had an email from Dell Monday with a tracking number but it doesn't work, which tells me one of two things either the tracking number is incorrect or they still have not shipped the unit. I just wanted to keep you in the loop because this issue will not be resolved for me until we have the replacement NEW computer here, hooked up, and functioning properly for a week. It really seems as though Dell is dragging their feet on this and I just want you to be aware in case there is a time limit on this entire thing and they're trying to run the clock out.I have accepted their offer but they have not come through on it yet
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
I have replied to Mr*** by email at ***@dell.com on February I told him that I want a refund confirmationHe has not responded.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
The history of my Warranty service problem is substantially different
then what Dell states. I first requested
warranty repair in May of this year.
Dell sent a replacement hard drive and I installed it. When that did not solve the problem two Dell technicians
had me attempt to load and reload windows in several different versions at
least eight times over a three week period.
I explained to them each time that it could not be a software problem
because they just sent me a new hard drive with windows preloaded on
it. I explained it must be a motherboard
or memory problem. Finally after several
weeks of phone calls totaling over hours and many more hours of reloading
windows and making me jump thru hoops they finally agreed and sent me a
label to return my laptop back for repair.
They replaced the motherboard and memory and I received it back and it
worked for less than a week and then it would not power up. At this point I received a call from Dell
requesting that I send the old hard drive back.
I explained that I did not have a working computer to transfer my data
to because I needed to send my laptop back for repair again. They agreed with me and said this is not a
problem and they would extend the time for me to return the old hard drive
The first week of September Dell started telling me they
would send me send me a return label so I could have my laptop repaired
again. I kept calling and emailing for
weeks. Finally on 9-16-a Dell representative
sent me an email to return my laptop for repair and I did so. Dell acknowledged receiving it at their facility
but claimed I did not have authorization to send it back to them. I sent them a copy of an email showing that
their employee had sent me the label.
Now they said it was sent to the wrong facility and they would have to
forward it on to the correct facility for repair. On 9-23-Dell said they were unable to
locate my laptop at their facility and they would send me a replacement. Dell acknowledged
it was their fault and they just need to go thru the proper channels and would
take at most one to two days to complete.
Finally on 10-5-I contacted the Revdex.com
and the Texas Attorney General. For the
first time since this warranty repair started a representative from Dell called
me. He was extremely rude and had all
his facts wrong. In an attempt to look
good to both agencies he tried to make it look as though the only problem was
that I needed to send the hard drive back first. This has nothing to do with the fact that
they lost my laptop and that they previously agreed I still needed it to be
able to transfer my data to a working laptop before I returned the old one to
them. He also stated that I used the
label that they sent me to send my hard drive back, to send my laptop back. This is not true, I still have the label for
the hard drive which is a different facility then the one I sent my laptop
to. I again requested to speak to a representative
from the US because I did not trust him.
He said that was not an option. I
requested to speak with his supervisor and he said he did not have one and he
did not report to anyone
Numerous times throughout this warranty attempt I have asked
to speak with a technician or a customer service representative in the US. Each time I was told they could not transfer
me or give me a direct number to the US.
I believe it is Dells intentions to wear down it’s consumers out so that they give up and
Dell would not have to honor their warranty.
When they could not wear me down they changed the facts around in an
attempt to not have to replace or reimburse me for the cost of my laptop under
the Lemon Law
Regards,
Bryan ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and was informed the order was cancelled and reprocessed, the item delivered and the issue has been resolvedSincerely,
Advanced Resolution Group Incident ID: *** 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 submissionThe representative *** has authorized a depot service and provided packing materialThe representative will maintain ownership until system is received back and resolution confirmedWe ask that the customer update the representative once he has shipped the system to the depotOnce received we will expedite the repair to insure a quick turnaroundThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate the representative has followed up with the customer and confirmed the credits have posted in fullDell Financial will update his account and if any refund is due the customer a check will be issuedIf the customer has any questions in regards to the refund he will need to contact Dell Financial
Should the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support
Sincerely,
Advanced Resolution Group
FID # ***
Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission. Ms*** expressed dissatisfaction with Dell service and support and wants her computer repaired or replacedWe regret any miscommunication which may have occurred and appreciate the feedback.
Ms*** is still covered under Dell’s Limited Hardware Warranty which does not include software support but does include diagnostics and repair of covered hardware components which may fail during useSince the date of the submission, a Dell representative contacted Ms*** to discuss her concerns and provide assistance. Our representative offered, per the terms of her warranty, to initiate a service dispatch to send the computer to Dell’s Repair Depot for analysis and repairs after Ms*** backs up her data as, on some occasions a customer’s data may be lost during repairs or hard drive replacement. Ms*** indicated she has concerns about backing up her data and is not interested in processing a service dispatch at this time. Our representative provided his contact information and we ask that she contact him when she is ready for service on her computer.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 to a degree. They have no intention of providing information in their manual that would be beneficial to the purchasers of their product, vital information that would not require someone to call into their call center to find the answers but rather I feel information is purposely withheld so consumers have to call the call center for assistance and after warranties expire are mandated to pay a fee for information that should be covered in the owners manual. *** was wonderful but the policy of not giving information in their manual so they can charge a fee is not. I am extremely displeased with Dell and expected better from them.
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concerns and worked with the order/account verification department to resolve this matterOur
records show, the credit for order number *** has been posted to the original form of paymentFurthermore, Ms*** also confirmed that she has received the credit to the original form of paymentWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc
Today’s Date: 03/04/2016 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 correspondenceAt
this time the agent has been unable to reach the customer and the customer has not responded to the agents attempts at contactWe ask the customer to contact the representative at ***@Dell.com should they still require assistance. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear RevDex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to provide assistance and our records indicate an exchange is being processed and a replacement computer has been delivered to the customer We ask that he contact our representative at *** for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative contacted the customerA return for credit was dispatched, however; the customer has not responded to subsequent contact attemptsThe credit cannot be processed
until the system is returned and received at DellOur representative has provided their contact information and we 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 Mr*** ***Our representative, ***, explained, per the terms and conditions of the sale, the order could not be fulfilled
***
However, ***, as a onetime goodwill gesture, offered to Mr*** the option to order the bundle at the current price less a discount or Mr*** can return the stand for creditMr*** declined bothWe regret any dissatisfaction Mr*** may have experienced and *** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***Please note that our representative made multiple attempts to reach Mr***; however, has not been able to discuss the contents of his correspondenceWe 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 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 customer. Thank you for providing a copy of the customer’s submissionA Dell representative, *** has recently contacted the customer regarding their concerns.
We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** informed the customer that the TV was not selected at the time she made her order and the order confirmation she received would show that information. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc
Complaint: ***
I am rejecting this response because: I am assuming this argument and stance has worked in their favor in the past, as to why they made no effort to make up for easily avoidable misleading promises I assume this means they will not correct their ways for others, and business as usual I just hope the Revdex.com will stand for a higher standard for the customer and allow this to stand in the record I am not returning a pair of pants where I have others to wear in the meantime I am returning the center of my business to be put on hold because they couldn't be bothered to reign in their sells department being misleading to get a sale If their is no cost for such behaviors they will continue and many others will be hurt
Regards,
*** ***
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 informed *** he got his order sorted out and is just waiting on a replacement gift card. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
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 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 cannot ship the system to the repair depot at this time so *** is closing the case at this time and the customer can reopen it in the future. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident 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 the cancellation of two orders placed, with a full refund going back to the customer’s original forms of payment; which includes the value of the Dell Promotional Gift Card. Per the Terms and Conditions of use of the promotional gift card, a cash refund is not an option as the card has no cash value. Regarding the two failed orders, we certainly do apologize for any disappointment the matter may have caused our customer. The manufacturer was unable to meet the demands so unfortunately the orders failed to process. While this is completely out of Dell’s control, this is one reason why we post a disclaimer on our website informing prices and offers are subject to change without any notice. *** has offered to assist the customer if he should wish to place a new order with Dell. Please refer the customer back to ***, who can be reached directly by email at ***@Dell.com if the customer should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***I just wanted to make the Revdex.com aware that I am still waiting for this computer and Dell has not given me much details besides several emails that say another update is coming in 24-hrs but then it never does. I was out of the office an entire week and thought for sure it would be waiting for me when I returned but to no avail. I had an email from Dell Monday with a tracking number but it doesn't work, which tells me one of two things either the tracking number is incorrect or they still have not shipped the unit. I just wanted to keep you in the loop because this issue will not be resolved for me until we have the replacement NEW computer here, hooked up, and functioning properly for a week. It really seems as though Dell is dragging their feet on this and I just want you to be aware in case there is a time limit on this entire thing and they're trying to run the clock out.I have accepted their offer but they have not come through on it yet
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
I have replied to Mr*** by email at ***@dell.com on February I told him that I want a refund confirmationHe has not responded.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
The history of my Warranty service problem is substantially different
then what Dell states. I first requested
warranty repair in May of this year.
Dell sent a replacement hard drive and I installed it. When that did not solve the problem two Dell technicians
had me attempt to load and reload windows in several different versions at
least eight times over a three week period.
I explained to them each time that it could not be a software problem
because they just sent me a new hard drive with windows preloaded on
it. I explained it must be a motherboard
or memory problem. Finally after several
weeks of phone calls totaling over hours and many more hours of reloading
windows and making me jump thru hoops they finally agreed and sent me a
label to return my laptop back for repair.
They replaced the motherboard and memory and I received it back and it
worked for less than a week and then it would not power up. At this point I received a call from Dell
requesting that I send the old hard drive back.
I explained that I did not have a working computer to transfer my data
to because I needed to send my laptop back for repair again. They agreed with me and said this is not a
problem and they would extend the time for me to return the old hard drive
The first week of September Dell started telling me they
would send me send me a return label so I could have my laptop repaired
again. I kept calling and emailing for
weeks. Finally on 9-16-a Dell representative
sent me an email to return my laptop for repair and I did so. Dell acknowledged receiving it at their facility
but claimed I did not have authorization to send it back to them. I sent them a copy of an email showing that
their employee had sent me the label.
Now they said it was sent to the wrong facility and they would have to
forward it on to the correct facility for repair. On 9-23-Dell said they were unable to
locate my laptop at their facility and they would send me a replacement. Dell acknowledged
it was their fault and they just need to go thru the proper channels and would
take at most one to two days to complete.
Finally on 10-5-I contacted the Revdex.com
and the Texas Attorney General. For the
first time since this warranty repair started a representative from Dell called
me. He was extremely rude and had all
his facts wrong. In an attempt to look
good to both agencies he tried to make it look as though the only problem was
that I needed to send the hard drive back first. This has nothing to do with the fact that
they lost my laptop and that they previously agreed I still needed it to be
able to transfer my data to a working laptop before I returned the old one to
them. He also stated that I used the
label that they sent me to send my hard drive back, to send my laptop back. This is not true, I still have the label for
the hard drive which is a different facility then the one I sent my laptop
to. I again requested to speak to a representative
from the US because I did not trust him.
He said that was not an option. I
requested to speak with his supervisor and he said he did not have one and he
did not report to anyone
Numerous times throughout this warranty attempt I have asked
to speak with a technician or a customer service representative in the US. Each time I was told they could not transfer
me or give me a direct number to the US.
I believe it is Dells intentions to wear down it’s consumers out so that they give up and
Dell would not have to honor their warranty.
When they could not wear me down they changed the facts around in an
attempt to not have to replace or reimburse me for the cost of my laptop under
the Lemon Law
Regards,
Bryan ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and was informed the order was cancelled and reprocessed, the item delivered and the issue has been resolvedSincerely,
Advanced Resolution Group Incident ID: *** 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 submissionThe representative *** has authorized a depot service and provided packing materialThe representative will maintain ownership until system is received back and resolution confirmedWe ask that the customer update the representative once he has shipped the system to the depotOnce received we will expedite the repair to insure a quick turnaroundThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group INC# *** Dell Inc
Thank you for the letter from *** ***Our representative has been in contact with the customer and dispatched a system exchange
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate the representative has followed up with the customer and confirmed the credits have posted in fullDell Financial will update his account and if any refund is due the customer a check will be issuedIf the customer has any questions in regards to the refund he will need to contact Dell Financial
Should the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support
Sincerely,
Advanced Resolution Group
FID # ***
Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission. Ms*** expressed dissatisfaction with Dell service and support and wants her computer repaired or replacedWe regret any miscommunication which may have occurred and appreciate the feedback.
Ms*** is still covered under Dell’s Limited Hardware Warranty which does not include software support but does include diagnostics and repair of covered hardware components which may fail during useSince the date of the submission, a Dell representative contacted Ms*** to discuss her concerns and provide assistance. Our representative offered, per the terms of her warranty, to initiate a service dispatch to send the computer to Dell’s Repair Depot for analysis and repairs after Ms*** backs up her data as, on some occasions a customer’s data may be lost during repairs or hard drive replacement. Ms*** indicated she has concerns about backing up her data and is not interested in processing a service dispatch at this time. Our representative provided his contact information and we ask that she contact him when she is ready for service on her computer.Sincerely,Advanced Resolution GroupIncident ID: ***Dell