Complaint: *** I am rejecting this response because: After the 'Customer Experience' I endured with Dell, I contacted the credit card company and filed a disputed claim with themThe credit card company understood our position and was more than happy to accept our return, provide us with a credit, and take up the return on their end with DellWe took that action as we felt that Dell was going to be non-responsive to our request, considering our previous experience. It's great that after the fact Dell decided to be "understanding" and "receptive" to our issue, but in our minds it was too little too lateDuring this process, Ms*** had reached out to me regarding Dell's position, and upon my notifying her of our action, asked me to pass along the return label to the credit card companyEven after what is seemed to be Dell's goodwill, we were still being asked to do something for Dell that they should have done to begin with, which would have saved us all time and disappointmentAdditionally, in order to dispute this with our credit card company, it cost us an additional $45, which I am sure we will just attribute to sunk costs in this matter, as we dont see Dell even making that rightAt this point we are fine with closing this complaint, but as long as it is closed as unsatisfiedDell has never done the right thing here, and has put the onus on us to rectify, which has just added to the undue burden and stress the family is already underThat is totally unsatisfactory customer serviceRegards, *** ***
Dear Revdex.com,Dell representative *** worked with Ms*** *** to resolve the issues as reported in her complaintIssues are resolved and our representative closed the caseOur representative may be reached at ***@dell.com.Sincerely, Dell Advanced
Resolution Team
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
A credit has been sent for the original price of the returned laptop
Regards,
*** ***
Complaint: ***
I am rejecting this response because: 1.I am not able to make a payment on the laptop because dell has not provided me with the information needed to login to my account. The repersentative did not responed to my emails about my account and the missing balance. 3. The repersentative did not responed to my emails about the missing voucher code included in the purchase
Regards,
*** ***
Today’s Date: 04/14/2016 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 correspondenceThe customer states they paid for shipping into the repair facility and request a refundAt this time the agent advised Dell does not provide reimbursement but a courtesy coupon was issued for customer satisfaction reasonsDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at *** with any questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our records indicate the credit has been applied to the original form of payment and our representative, ***, has notified Mr***We regret any dissatisfaction
Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
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
The customer’s dispatch took
place on the 1st of June. The system was serviced on the 7th of June. On the 10th the warranty expired. In this situation the replacement parts would only be covered for days after they were replaced. It has now been over months since the last dispatch which is outside of the day warranty the parts originally had. The customer will need to purchase parts and service required to resolve their issue. 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
Dell representative, *** will continue to be the customers’ point of contactThe representative has authorized for the system to be sent to depot for diagnosticsThe representative will follow up once return shipping information is availableWe remain available to assist and ask that the customer contact the representative ***@Dell.com
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 new Xbox One Wireless Controller sent to the customer in order to resolve this matter for *** ***. We certainly do apologize for any frustration this matter may have caused our customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsPlease note that the product was purchased from a retailer; therefore, returns are governed by the policies of the retailer where the Product was purchasedhttp://www.dell.com/learn/us/en/uscorp1/solutions/retail-purchaser-end-...⇄ a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement monitorOur records show that the replacement monitor was delivered on August 7th, under fedex tracking# ***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 e-mail at ***, 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 Mr*** ***. Our representative, ***, contacted Mr*** and offered to coordinate a
conference call with the sales team for a new order, however; Mr*** declined the offer. We regret any dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because:I keep getting messages through you from Dell that they are not at fault for the poor performance of my computer (reference complaint above) but surely they cannot get away with putting poor products on the market and not taking responsibility? Every time I have to call them to fix the same problem I waste at least hoursThis morning the computer went down again with the same problemHow can customers be expected to work with a product that goes down every weeks?
Regards,
*** ***
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 full refund We regret any dissatisfaction the customer may have experienced and appreciate the feedbackSince the date
of the submission, a Dell representative contacted the customer to provide assistance with processing a manual credit to provide a full refund A credit for $has since been processed and the customer should see this reflected on their next monthly billing statementThe customer may contact our representative at ***@dell.com for any further assistance they may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:Changing terms after a sale is "bait and switch" I replied to dells representative and have not heard back, dell is going to force legal action and thus I consider this matter "closed - unresolved" the reply I sent is as follows.***proposed solution. I send the printer back, and get a full refund, what this means for dell you lose me as a customer (i've spent several thousand dollars with you over the last few years) you cover shipping. you have to pay some one to inspect the return. you cant sale the printer as new, and must sale it as a discount in your outlet. what this means for me. I use the refund to purchase the printer elsewhere for the aforementioned price. I get the same warranty and service after ownership transfer. I switch my business elsewhere. in the end, I get my price match guarantie, you lose a customer, and the Revdex.com closes the case as unresolved.I also according to my attorney still have the option to file suit for the advertised "price match" which you are now trying to weasle out of saying its a "low price guarantie" words matter in court. please advise how you wish to proceed***.***In the end, I will receive my due credit, even if it takes more complaints to state regulators such as the Georgia governors office of consumer affairs, or ultimately a civil suit
Regards,
*** ***
Revdex.com:
Yes the issue with one tablet was taken care of at no charge to me, but refused to take care of older tablet This was done only after I emailed the CEO of DellI am sorry to say that the customer service department was of no help and they only wanted to charge a fee to even look at my tablet.The other tablet they would not take care of even though it broke down after days they repaired it under warrantySo basically I am still paying for a non working "window's based" tablet that doesn't work I would still like to have some sort of credit or part of a credit on that tablet I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is slightly 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 the
Dell representative; *** has communicated to the customer the fact that an individual is unable to purchase a Dell Gift Card using a Dell Promotional Gift Card as payment. Any attempt to place an order, that order will be cancelled and the Promotional Gift Card funds will be forfeitedPlease be advised, all Dell Promotional Gift Cards conspicuously carry a disclaimer outlining the Terms and Conditions of usage and includes the expiration date. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***Technical support was provided to the customer and he reports the issues have been resolvedOur representative remains available and may be contacted directly via email at
***@Dell.comWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience. Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr***Our representative, ***, contacted Mr*** and confirmed the gift cards have been deliveredWe regret any dissatisfaction he may have experienced and appreciate the
feedback provided regarding h Dell Experience*** may be contacted via email at ***@Dell.com. Sincerely,Advanced Resolution GroupIncident ID: ***Dell, Inc
Complaint: ***
I am rejecting this response because: the operative called me not to resolve the issue instead they were telling me what to doi simply asked for assurance for future use of this same unit as I can not trust this unit but they were giving me one time solution of sending it back to depotAs I explained earlier that I can not entertain that solution and can not waste my time by explaing the same thing time and againEven the sound of the operative was hostile as he told me that they wil not do anything apart from bringing it back to depo once irrespective of my compalint channel
Regards,
*** ***
Complaint: *** I am rejecting this response because: After the 'Customer Experience' I endured with Dell, I contacted the credit card company and filed a disputed claim with themThe credit card company understood our position and was more than happy to accept our return, provide us with a credit, and take up the return on their end with DellWe took that action as we felt that Dell was going to be non-responsive to our request, considering our previous experience. It's great that after the fact Dell decided to be "understanding" and "receptive" to our issue, but in our minds it was too little too lateDuring this process, Ms*** had reached out to me regarding Dell's position, and upon my notifying her of our action, asked me to pass along the return label to the credit card companyEven after what is seemed to be Dell's goodwill, we were still being asked to do something for Dell that they should have done to begin with, which would have saved us all time and disappointmentAdditionally, in order to dispute this with our credit card company, it cost us an additional $45, which I am sure we will just attribute to sunk costs in this matter, as we dont see Dell even making that rightAt this point we are fine with closing this complaint, but as long as it is closed as unsatisfiedDell has never done the right thing here, and has put the onus on us to rectify, which has just added to the undue burden and stress the family is already underThat is totally unsatisfactory customer serviceRegards, *** ***
Dear Revdex.com,Dell representative *** worked with Ms*** *** to resolve the issues as reported in her complaintIssues are resolved and our representative closed the caseOur representative may be reached at ***@dell.com.Sincerely, Dell Advanced
Resolution Team
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
A credit has been sent for the original price of the returned laptop
Regards,
*** ***
Complaint: ***
I am rejecting this response because: 1.I am not able to make a payment on the laptop because dell has not provided me with the information needed to login to my account. The repersentative did not responed to my emails about my account and the missing balance. 3. The repersentative did not responed to my emails about the missing voucher code included in the purchase
Regards,
*** ***
Today’s Date: 04/14/2016 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 correspondenceThe customer states they paid for shipping into the repair facility and request a refundAt this time the agent advised Dell does not provide reimbursement but a courtesy coupon was issued for customer satisfaction reasonsDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at *** with any questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our records indicate the credit has been applied to the original form of payment and our representative, ***, has notified Mr***We regret any dissatisfaction
Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
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
The customer’s dispatch took
place on the 1st of June. The system was serviced on the 7th of June. On the 10th the warranty expired. In this situation the replacement parts would only be covered for days after they were replaced. It has now been over months since the last dispatch which is outside of the day warranty the parts originally had. The customer will need to purchase parts and service required to resolve their issue. 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
Dell representative, *** will continue to be the customers’ point of contactThe representative has authorized for the system to be sent to depot for diagnosticsThe representative will follow up once return shipping information is availableWe remain available to assist and ask that the customer contact the representative ***@Dell.com
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 new Xbox One Wireless Controller sent to the customer in order to resolve this matter for *** ***. We certainly do apologize for any frustration this matter may have caused our customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsPlease note that the product was purchased from a retailer; therefore, returns are governed by the policies of the retailer where the Product was purchasedhttp://www.dell.com/learn/us/en/uscorp1/solutions/retail-purchaser-end-...⇄ a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement monitorOur records show that the replacement monitor was delivered on August 7th, under fedex tracking# ***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 e-mail at ***, 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 Mr*** ***. Our representative, ***, contacted Mr*** and offered to coordinate a
conference call with the sales team for a new order, however; Mr*** declined the offer. We regret any dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because:I keep getting messages through you from Dell that they are not at fault for the poor performance of my computer (reference complaint above) but surely they cannot get away with putting poor products on the market and not taking responsibility? Every time I have to call them to fix the same problem I waste at least hoursThis morning the computer went down again with the same problemHow can customers be expected to work with a product that goes down every weeks?
Regards,
*** ***
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 full refund We regret any dissatisfaction the customer may have experienced and appreciate the feedbackSince the date
of the submission, a Dell representative contacted the customer to provide assistance with processing a manual credit to provide a full refund A credit for $has since been processed and the customer should see this reflected on their next monthly billing statementThe customer may contact our representative at ***@dell.com for any further assistance they may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:Changing terms after a sale is "bait and switch" I replied to dells representative and have not heard back, dell is going to force legal action and thus I consider this matter "closed - unresolved" the reply I sent is as follows.***proposed solution. I send the printer back, and get a full refund, what this means for dell you lose me as a customer (i've spent several thousand dollars with you over the last few years) you cover shipping. you have to pay some one to inspect the return. you cant sale the printer as new, and must sale it as a discount in your outlet. what this means for me. I use the refund to purchase the printer elsewhere for the aforementioned price. I get the same warranty and service after ownership transfer. I switch my business elsewhere. in the end, I get my price match guarantie, you lose a customer, and the Revdex.com closes the case as unresolved.I also according to my attorney still have the option to file suit for the advertised "price match" which you are now trying to weasle out of saying its a "low price guarantie" words matter in court. please advise how you wish to proceed***.***In the end, I will receive my due credit, even if it takes more complaints to state regulators such as the Georgia governors office of consumer affairs, or ultimately a civil suit
Regards,
*** ***
Revdex.com:
Yes the issue with one tablet was taken care of at no charge to me, but refused to take care of older tablet This was done only after I emailed the CEO of DellI am sorry to say that the customer service department was of no help and they only wanted to charge a fee to even look at my tablet.The other tablet they would not take care of even though it broke down after days they repaired it under warrantySo basically I am still paying for a non working "window's based" tablet that doesn't work I would still like to have some sort of credit or part of a credit on that tablet I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is slightly 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 the
Dell representative; *** has communicated to the customer the fact that an individual is unable to purchase a Dell Gift Card using a Dell Promotional Gift Card as payment. Any attempt to place an order, that order will be cancelled and the Promotional Gift Card funds will be forfeitedPlease be advised, all Dell Promotional Gift Cards conspicuously carry a disclaimer outlining the Terms and Conditions of usage and includes the expiration date. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***Technical support was provided to the customer and he reports the issues have been resolvedOur representative remains available and may be contacted directly via email at
***@Dell.comWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience. Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr***Our representative, ***, contacted Mr*** and confirmed the gift cards have been deliveredWe regret any dissatisfaction he may have experienced and appreciate the
feedback provided regarding h Dell Experience*** may be contacted via email at ***@Dell.com. Sincerely,Advanced Resolution GroupIncident ID: ***Dell, Inc
Complaint: ***
I am rejecting this response because: the operative called me not to resolve the issue instead they were telling me what to doi simply asked for assurance for future use of this same unit as I can not trust this unit but they were giving me one time solution of sending it back to depotAs I explained earlier that I can not entertain that solution and can not waste my time by explaing the same thing time and againEven the sound of the operative was hostile as he told me that they wil not do anything apart from bringing it back to depo once irrespective of my compalint channel
Regards,
*** ***