Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell extended warranty purchased still goes back to the original purchase of the Dell systemShould the customer reconsider, we ask that they contact our representative within ten (10) days from the date of this response for any further assistance they may need regarding this matterSincerely, Advanced Resolution Group FID # *** Dell
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 promotion for a Dell computer We regret any miscommunication which may have occurred and appreciate the
feedback Dell makes every effort to avoid errors on the Dell site and in other advertising as we fully understand the bad experience it can cause Dell customers, and DellGiven that problems do happen on occasions such as during extreme volume of customers on Dell’s site, our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on hand As indicated in the customer’s submission, the promotion was advertised via a third party web site as a “Deal of the Day” for which Dell would not have any control or obligation as opposed to a promotion found on the Dell site, which would include Dell’s promotional offerings and guidelines Since the date of the submission, a Dell representative contacted the customer to advise that we would not be able to provide the computer at the promotional price found on the third party web site We ask that he 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,
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 experience
Dell representative, ***, contacted the customer and confirmed exchange system has been processedThe representative updated customer with tracking information and our records indicate the order has been deliveredPlease have the customer contact the representative by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Dear Revdex.com,
Our records indicate the representative *** reached back out to the customer to explain that after researching the situationIt was found that the customer has already communicated with the collection company and the order in question ***The customer had
disputed the charges with the bank and due to the dispute process the customer now needs to pay the funds back to DellThe customer may contact the 3rd party collection company to resolve the issueIf the customer has any further questions or concerns we ask that the customer contact the representative by emailing at ***@Dell.com
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com,
Our records indicate the representative *** followed up with the customer and completed additional troubleshooting steps on her wireless internetThe representative confirmed the system and wireless system is working as designedPlease have the customer contact the representative by emailing at *** with any additional questions or concerns
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him that the Black Friday promotion had expiredPlease note that our
marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handHis request for promotional price was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience. Our representative may be contacted directly by email at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
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,
*** ***
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 Mrs*** * ***Customer expressed dissatisfaction with Dell service and support and wants a replacement unitWe regret any dissatisfaction they
may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceAs per the terms of the Limited Hardware Warranty, located at www.Dell.com/Warranty, an Onsite and Depot services were offered; however, the customer declined our offer of assistanceTheir request for replacement unit was respectfully deniedPlease note that we remain available to assist Ms*** within the terms of the Limited Hardware WarrantyShould she have any additional concerns regarding this case, she 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
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Tell us why here...Dear Revdex.com,
Our records indicate the representative followed up with the customer and authorized a replacement systemThe customer has been provided tracking information and we show the carrier will deliver it 7/3/Please have the customer contact the representative by emailing at *** with any additional questions or concerns
Sincerely
Advanced Resolution Group
Incident
Dell Inc
Complaint: ***
I am rejecting this response because:Dear Revdex.com, We did receive a replacement unit from DellI left a message last evening for the Dell RepMy issue is that the system will not perform the Dell Backup and Recovery processI receive an error message # and the system stops trying to updateThis process has been so tiring and frustratingWe have been without it for months nowNow they (Dell) tell me the warranty on my old computer will transfer to my new (not so new) computer which I still can't useSo my warranty is worthlessI would like to have my money backDell does not honor their warranty or promise.
Regards,
*** ***
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
***, has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** offered the customer a refurbished exchange computer but the customer has declined. 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
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
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
Today’s Date: 12/24/2015 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 confirmed the customers credit has been processedWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any questions or concerns in this matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records show the system is currently at the depot being reviewed by the engineersDell representative *** will maintain ownership of the account and will update the customer once repair has been completedSincerely, Advanced Resolution Group FID # *** Dell
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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur records show that the warranty expired on October 1, Our representative
explained the terms of sale, limited hardware warranty, and return policy
***
***
***
As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed an onsite service, which was completed on July 1, Our representative also followwith Mr*** to confirm resolutionHis request for replacement unit was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Our records indicate that Dell Representative Rajesh continues to maintain ownership of the accountAt this time the depot is in the process of repairing the system no accidental damage was foundThe representative will follow up with return shipping information once repair has been completedWe ask that the customer follow up with the representative by emailing ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell extended warranty purchased still goes back to the original purchase of the Dell systemShould the customer reconsider, we ask that they contact our representative within ten (10) days from the date of this response for any further assistance they may need regarding this matterSincerely, Advanced Resolution Group FID # *** Dell
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 promotion for a Dell computer We regret any miscommunication which may have occurred and appreciate the
feedback Dell makes every effort to avoid errors on the Dell site and in other advertising as we fully understand the bad experience it can cause Dell customers, and DellGiven that problems do happen on occasions such as during extreme volume of customers on Dell’s site, our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on hand As indicated in the customer’s submission, the promotion was advertised via a third party web site as a “Deal of the Day” for which Dell would not have any control or obligation as opposed to a promotion found on the Dell site, which would include Dell’s promotional offerings and guidelines Since the date of the submission, a Dell representative contacted the customer to advise that we would not be able to provide the computer at the promotional price found on the third party web site We ask that he 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,
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 experience
Dell representative, ***, contacted the customer and confirmed exchange system has been processedThe representative updated customer with tracking information and our records indicate the order has been deliveredPlease have the customer contact the representative by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Dear Revdex.com,
Our records indicate the representative *** reached back out to the customer to explain that after researching the situationIt was found that the customer has already communicated with the collection company and the order in question ***The customer had
disputed the charges with the bank and due to the dispute process the customer now needs to pay the funds back to DellThe customer may contact the 3rd party collection company to resolve the issueIf the customer has any further questions or concerns we ask that the customer contact the representative by emailing at ***@Dell.com
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com,
Our records indicate the representative *** followed up with the customer and completed additional troubleshooting steps on her wireless internetThe representative confirmed the system and wireless system is working as designedPlease have the customer contact the representative by emailing at *** with any additional questions or concerns
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him that the Black Friday promotion had expiredPlease note that our
marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handHis request for promotional price was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience. Our representative may be contacted directly by email at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
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,
*** ***
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 Mrs*** * ***Customer expressed dissatisfaction with Dell service and support and wants a replacement unitWe regret any dissatisfaction they
may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceAs per the terms of the Limited Hardware Warranty, located at www.Dell.com/Warranty, an Onsite and Depot services were offered; however, the customer declined our offer of assistanceTheir request for replacement unit was respectfully deniedPlease note that we remain available to assist Ms*** within the terms of the Limited Hardware WarrantyShould she have any additional concerns regarding this case, she 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
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Tell us why here...Dear Revdex.com,
Our records indicate the representative followed up with the customer and authorized a replacement systemThe customer has been provided tracking information and we show the carrier will deliver it 7/3/Please have the customer contact the representative by emailing at *** with any additional questions or concerns
Sincerely
Advanced Resolution Group
Incident
Dell Inc
Complaint: ***
I am rejecting this response because:Dear Revdex.com, We did receive a replacement unit from DellI left a message last evening for the Dell RepMy issue is that the system will not perform the Dell Backup and Recovery processI receive an error message # and the system stops trying to updateThis process has been so tiring and frustratingWe have been without it for months nowNow they (Dell) tell me the warranty on my old computer will transfer to my new (not so new) computer which I still can't useSo my warranty is worthlessI would like to have my money backDell does not honor their warranty or promise.
Regards,
*** ***
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
***, has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** offered the customer a refurbished exchange computer but the customer has declined. 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
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
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
Today’s Date: 12/24/2015 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 confirmed the customers credit has been processedWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any questions or concerns in this matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records show the system is currently at the depot being reviewed by the engineersDell representative *** will maintain ownership of the account and will update the customer once repair has been completedSincerely, Advanced Resolution Group FID # *** Dell
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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur records show that the warranty expired on October 1, Our representative
explained the terms of sale, limited hardware warranty, and return policy
***
***
***
As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed an onsite service, which was completed on July 1, Our representative also followwith Mr*** to confirm resolutionHis request for replacement unit was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Our records indicate that Dell Representative Rajesh continues to maintain ownership of the accountAt this time the depot is in the process of repairing the system no accidental damage was foundThe representative will follow up with return shipping information once repair has been completedWe ask that the customer follow up with the representative by emailing ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell