Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and, per to the expired warranty, respectfully denied Mr***’s request for an exchange or refund, however; *** offered
Mr*** a discount on an out of warranty depot repairMr*** declinedWe regret any dissatisfaction Mr*** may have experienced and *** remains available and may be contacted via email at ***@Dell.com
Sincerely,
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 Dell representative *** is working with the customer but a final resolution has not been determined yetThe customer has provided a screenshot of the error message the representative is researching the problemPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** 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. Mr*** expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction he may have experienced and appreciate the feedback providedDell has a thirty (30) day
return period and, as Mr*** indicated the order invoiced in 2013, a return for a refund would not be an optionSince the date of the submission, Dell representatives contacted Mr*** to discuss his concerns. Our representatives have offered support to repair or replace the computer, per the terms of Dell’s Limited Hardware Warranty and our other policies however a final resolution has yet to be reached. A Dell representative has been assigned to assist Mr*** and will remain available until his concerns have been fully addressed.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 working with the customer regarding their system operating system. The customer had purchased their system with Windows Pro with downgrade rights to Win Pro. Of course the system shipped with Windows Pro allowing the end user to use this version until they are ready to transition to the Window Pro. The customer has worked with *** for some time trying to get the Windows Pro installed and running, with no success. Our records indicate the customer had contacted Microsoft about the matter and per the customer, they were able to assist them. The customer reached out to *** to request some type of compensation for the time spent with *** in trying to get the matter resolved. Dell does not typically provide a customer with compensation, but in an effort to improve the experience for the customer, *** offered the customer a $Dell Coupon; to date, the customer has not agreed to or accepted this offer. 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
Complaint: ***
I am rejecting this response because:Attn Revdex.com CSR, this account is still pending validation by DELL Co. Mr*** had provided a general number for sales and the individual told me that ALL DELL Gift Cards were issued a number "3" as the 8th number in lieu of a "2"When trying to substitute the "3" the sales representative confirmed it was still coming up "invalid"She then hung up on me. I did contact the *** State District Attorney *** ***'s office in regards to this matter. Below is a copy of the last message received from Dell Resolution Specialist "*** ***". Any insight would be greatly appreciated. Sincerely, *** ***###-###-####
Regards,
*** ***
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 submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction
the customer may have experienced and appreciate the feedback providedThe representative respectfully denied the customer’s request but did offer a 10% discount“As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced item once the promotion has ended“ If the customer has any further questions we request the customer contact the representative ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
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 ***
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
Our records indicate the system has been returned to Dell and the credit has been applied to the original form of paymentOur representative has been in contact with Mr*** and advised him of the status of the issue and provided a copy of the credit memoIt may take up to one billing cycle for the credit to appear on the customer’s account*** may be contacted via email at ***_***@Dell.com
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and respectfully denied her request for depot serviceTechnical support, per the terms and conditions of the Dell Limited
Warranty, was offered, however; the customer declinedOur representative remains available to assist, should the customer desireSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Complaint: ***
I am rejecting this response because:After calling that number, I spoke with several foreign customer service agents who refused to sell me the item because my phone number doesn't show up in "their system" and I don't have a business nameThis case therefore remains openAt this point I believe Dell should send me the lock, complimentary for my inconveniences
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 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund 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, for customer satisfaction reasons, processed a Return Authorization for a refund A refund for $has since posted to the customer’s account and he should see this reflected on his next monthly billing statement We ask that the customer 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. *** has processed the customer’s refund. 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,
Thank you for the opportunity to address the correspondence submitted by ***
*** ***A Dell representative recently contacted *** *** regarding his concernsOur records show that a replacement hard drive has been processedOur representative also followwith *** *** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***, in case *** *** has any further concerns regarding this case.
Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 12/08/2016Dear 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
continued technical concerns with their Dell unitAt this time the agent has confirmed with the customer the matter has been addressed with the system exchangeDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should there be any other questions or concerns in the matter.Sincerely,Executive Support TeamIncident 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,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and, per to the expired warranty, respectfully denied Mr***’s request for an exchange or refund, however; *** offered
Mr*** a discount on an out of warranty depot repairMr*** declinedWe regret any dissatisfaction Mr*** may have experienced and *** remains available and may be contacted via email at ***@Dell.com
Sincerely,
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 Dell representative *** is working with the customer but a final resolution has not been determined yetThe customer has provided a screenshot of the error message the representative is researching the problemPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** 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. Mr*** expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction he may have experienced and appreciate the feedback providedDell has a thirty (30) day
return period and, as Mr*** indicated the order invoiced in 2013, a return for a refund would not be an optionSince the date of the submission, Dell representatives contacted Mr*** to discuss his concerns. Our representatives have offered support to repair or replace the computer, per the terms of Dell’s Limited Hardware Warranty and our other policies however a final resolution has yet to be reached. A Dell representative has been assigned to assist Mr*** and will remain available until his concerns have been fully addressed.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 working with the customer regarding their system operating system. The customer had purchased their system with Windows Pro with downgrade rights to Win Pro. Of course the system shipped with Windows Pro allowing the end user to use this version until they are ready to transition to the Window Pro. The customer has worked with *** for some time trying to get the Windows Pro installed and running, with no success. Our records indicate the customer had contacted Microsoft about the matter and per the customer, they were able to assist them. The customer reached out to *** to request some type of compensation for the time spent with *** in trying to get the matter resolved. Dell does not typically provide a customer with compensation, but in an effort to improve the experience for the customer, *** offered the customer a $Dell Coupon; to date, the customer has not agreed to or accepted this offer. 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
Complaint: ***
I am rejecting this response because:Attn Revdex.com CSR, this account is still pending validation by DELL Co. Mr*** had provided a general number for sales and the individual told me that ALL DELL Gift Cards were issued a number "3" as the 8th number in lieu of a "2"When trying to substitute the "3" the sales representative confirmed it was still coming up "invalid"She then hung up on me. I did contact the *** State District Attorney *** ***'s office in regards to this matter. Below is a copy of the last message received from Dell Resolution Specialist "*** ***". Any insight would be greatly appreciated. Sincerely, *** ***###-###-####
Regards,
*** ***
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 submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction
the customer may have experienced and appreciate the feedback providedThe representative respectfully denied the customer’s request but did offer a 10% discount“As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced item once the promotion has ended“ If the customer has any further questions we request the customer contact the representative ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
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 ***
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
Our records indicate the system has been returned to Dell and the credit has been applied to the original form of paymentOur representative has been in contact with Mr*** and advised him of the status of the issue and provided a copy of the credit memoIt may take up to one billing cycle for the credit to appear on the customer’s account*** may be contacted via email at ***_***@Dell.com
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and respectfully denied her request for depot serviceTechnical support, per the terms and conditions of the Dell Limited
Warranty, was offered, however; the customer declinedOur representative remains available to assist, should the customer desireSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Complaint: ***
I am rejecting this response because:After calling that number, I spoke with several foreign customer service agents who refused to sell me the item because my phone number doesn't show up in "their system" and I don't have a business nameThis case therefore remains openAt this point I believe Dell should send me the lock, complimentary for my inconveniences
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 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund 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, for customer satisfaction reasons, processed a Return Authorization for a refund A refund for $has since posted to the customer’s account and he should see this reflected on his next monthly billing statement We ask that the customer 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. *** has processed the customer’s refund. 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,
Thank you for the opportunity to address the correspondence submitted by ***
*** ***A Dell representative recently contacted *** *** regarding his concernsOur records show that a replacement hard drive has been processedOur representative also followwith *** *** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***, in case *** *** has any further concerns regarding this case.
Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 12/08/2016Dear 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
continued technical concerns with their Dell unitAt this time the agent has confirmed with the customer the matter has been addressed with the system exchangeDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should there be any other questions or concerns in the matter.Sincerely,Executive Support TeamIncident 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,
*** ***
Thank you for the letter from *** ***Our representative has been in contact with the customer and dispatched a system exchange