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 concernsIn the interest of customer satisfaction, our representative processed a credit of $to the original
form of paymentOur 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 ***@Dell.com, in case Mr*** has any further concerns regarding this case
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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a new computer We regret any dissatisfaction she may have experienced and appreciate the feedback providedParts used to
replace failed parts covered under Dell’s Limited Hardware Warranty that are opened and tested prior to being sent to an on-site technician must be labeled “refurbished” even if they have never been used Per the terms and conditions of the warranty, computers which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms At the time of this submission, Dell records indicate the customer was being assisted with a service dispatch to repair her computer A Dell representative contacted the customer to discuss her concerns The repairs have since been completed and upon follow up, the customer informed our representative that the computer appears to be working fine The customer may contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com,Dell representative, ***, confirmed that Mr*** received the replacement system and all is working as designedTherefore, our representative closed this case as completeHowever, our representative, ***, remains available to assist in resolving
further issues directly related to this case.Sincerely,Dell Advanced Resolution Team
Complaint: ***
I am rejecting this response because:
Dells response is totally unacceptable to me. As I stated in my previous complaint, I was told by the Dell delivery service the computer would be arrive by 4:p.m.on November 28, 2016. I had my computer installer on site waiting for the arrival. The computer never arrived that day. I called Dell and was told it was very unusual the Dell delivery team didn't deliver on time, and they would deliver the following day November 29, On November 30, 2016 I called to cancel the order since the computer was still not delivered. The customer service representative assured me the computer would be delivered that day and for my trouble he would issue me a $gift card. I was fine with that and the computer was delivered that day. I thought all was good until I tried using the $gift card. I put the coupon code in and I received a response the product I was purchasing on line did not qualify for the $gift card. I was never told of any limitations including their being an expiration date of the gift card. I tried purchasing from the Dell website but they would NOT honor the gift cardAt this point I made my purchase from a different company. Only after I purchased the item from a different website was Dell willing to honor the gift card. I feel as though Dell deceived me in more than one way during the transaction. I am also shocked I needed to call there on four different occasions only to be put on hold for hours and was forced to file complaint with the Revdex.com and still this has not been taken care of Ironically, I just received my mail and there were four different marketing advertisements from Dell.
Regards,
*** ***
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,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any miscommunication which may have occurred and appreciate the feedback Since the
date of the submission, a Dell representative contacted the customer to provide assistance with a Return Authorization for a refund The customer’s account has since been refunded for the returned order and she should see the refund reflected on the next billing statement The customer may contact our representative at ***@Dell.com for any further assistance she may need regarding this matter. Sincerely,Executive Support TeamIncident 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
Complaint: ***
I am rejecting this response because:I have purchased a very expensive computer that has not performed as expected I thought Dell was a reputable company that had their customers best interest But after the performance issues and the poor customer service: I no longer feel the same I have requested a one year free warranty to help off set / balance the poor customer workmanship that's sends a broken computer back to the customer Then taking several weeks to finally get someone out to get it serviced This has been frustrating and time consuming process
Regards,
*** ***
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,
*** ***
Dear Revdex.com, Dell representative, ***, contacted Mr*** *** with regards to his complaintOur representative is working with Mr*** towards a resolution for the issues as reported in his complaintOur representative remains available to assist in the resolution and may be contacted at ***@dell.comSincerely, Dell Advanced Resolution Team
Complaint: ***
I am rejecting this response because: During sales, Dell is making statements (I believe they are doing this purposefully to increase the sales) that they will replace the system with a brand new laptop in case of accidental damage but when I actually had the problem, they are replacing with refurbished which had issues right out of the boxThis is a scamI attached the screenshot of the chat alsoThis is very disappointing and I'm victim of Dell scam
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I'd like to note the following: I am currently out of town in North Carolina with my son who is getting a bone marrow transplant at Duke University hospital The reason that I needed a new laptop to begin with - remote work for my job! I am required by hospital policy to be at his bedside 24/ I knew that I could not make the four hour trip back to Virginia to get the replacement laptop I asked to have the new computer shipped to me here in North Carolina and they told me that they had to ship it to the original address which is my home in VirginiaMy daughter has received the new laptop however I will not take possession of that laptop until the weekend of April 30th when she comes to visit her Brother Once I have possession of the laptop and confirm that it doesn't have the same issue I will mail the old laptop back .I thank the Revdex.com for helping me clear up this issue because prior to getting you involved I was tossed from one department to another and told repeatedly that there was nothing they could do to help meMy next computer will be from a company that doesn't out source their customer service to other countries!
Regards,
*** ***
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
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
The issue has been resolved to my satisfactionThank you Dell
Regards,
*** ***
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,
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
Complaint: ***
I am rejecting this response because: This was not a promotion that ran out I was able to purchase it This was an issue where they advertised a price and switched it at checkout It wasn't that they changed the promotion, they actively still had the promotion when purchasing This is a simple case of a business standing not behind their advertises prices Additionally, different representatives told me they would call me with the quote honoring the price after the fact It does not appear they will do that any longer
Regards,
*** ***
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 concernsIn the interest of customer satisfaction, our representative processed a credit of $to the original
form of paymentOur 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 ***@Dell.com, in case Mr*** has any further concerns regarding this case
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
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Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a new computer We regret any dissatisfaction she may have experienced and appreciate the feedback providedParts used to
replace failed parts covered under Dell’s Limited Hardware Warranty that are opened and tested prior to being sent to an on-site technician must be labeled “refurbished” even if they have never been used Per the terms and conditions of the warranty, computers which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms At the time of this submission, Dell records indicate the customer was being assisted with a service dispatch to repair her computer A Dell representative contacted the customer to discuss her concerns The repairs have since been completed and upon follow up, the customer informed our representative that the computer appears to be working fine The customer may contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com,Dell representative, ***, confirmed that Mr*** received the replacement system and all is working as designedTherefore, our representative closed this case as completeHowever, our representative, ***, remains available to assist in resolving
further issues directly related to this case.Sincerely,Dell Advanced Resolution Team
Complaint: ***
I am rejecting this response because:
Dells response is totally unacceptable to me. As I stated in my previous complaint, I was told by the Dell delivery service the computer would be arrive by 4:p.m.on November 28, 2016. I had my computer installer on site waiting for the arrival. The computer never arrived that day. I called Dell and was told it was very unusual the Dell delivery team didn't deliver on time, and they would deliver the following day November 29, On November 30, 2016 I called to cancel the order since the computer was still not delivered. The customer service representative assured me the computer would be delivered that day and for my trouble he would issue me a $gift card. I was fine with that and the computer was delivered that day. I thought all was good until I tried using the $gift card. I put the coupon code in and I received a response the product I was purchasing on line did not qualify for the $gift card. I was never told of any limitations including their being an expiration date of the gift card. I tried purchasing from the Dell website but they would NOT honor the gift cardAt this point I made my purchase from a different company. Only after I purchased the item from a different website was Dell willing to honor the gift card. I feel as though Dell deceived me in more than one way during the transaction. I am also shocked I needed to call there on four different occasions only to be put on hold for hours and was forced to file complaint with the Revdex.com and still this has not been taken care of Ironically, I just received my mail and there were four different marketing advertisements from Dell.
Regards,
*** ***
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,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any miscommunication which may have occurred and appreciate the feedback Since the
date of the submission, a Dell representative contacted the customer to provide assistance with a Return Authorization for a refund The customer’s account has since been refunded for the returned order and she should see the refund reflected on the next billing statement The customer may contact our representative at ***@Dell.com for any further assistance she may need regarding this matter. Sincerely,Executive Support TeamIncident 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
Complaint: ***
I am rejecting this response because:I have purchased a very expensive computer that has not performed as expected I thought Dell was a reputable company that had their customers best interest But after the performance issues and the poor customer service: I no longer feel the same I have requested a one year free warranty to help off set / balance the poor customer workmanship that's sends a broken computer back to the customer Then taking several weeks to finally get someone out to get it serviced This has been frustrating and time consuming process
Regards,
*** ***
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,
*** ***
Dear Revdex.com, Dell representative, ***, contacted Mr*** *** with regards to his complaintOur representative is working with Mr*** towards a resolution for the issues as reported in his complaintOur representative remains available to assist in the resolution and may be contacted at ***@dell.comSincerely, Dell Advanced Resolution Team
Complaint: ***
I am rejecting this response because: During sales, Dell is making statements (I believe they are doing this purposefully to increase the sales) that they will replace the system with a brand new laptop in case of accidental damage but when I actually had the problem, they are replacing with refurbished which had issues right out of the boxThis is a scamI attached the screenshot of the chat alsoThis is very disappointing and I'm victim of Dell scam
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I'd like to note the following: I am currently out of town in North Carolina with my son who is getting a bone marrow transplant at Duke University hospital The reason that I needed a new laptop to begin with - remote work for my job! I am required by hospital policy to be at his bedside 24/ I knew that I could not make the four hour trip back to Virginia to get the replacement laptop I asked to have the new computer shipped to me here in North Carolina and they told me that they had to ship it to the original address which is my home in VirginiaMy daughter has received the new laptop however I will not take possession of that laptop until the weekend of April 30th when she comes to visit her Brother Once I have possession of the laptop and confirm that it doesn't have the same issue I will mail the old laptop back .I thank the Revdex.com for helping me clear up this issue because prior to getting you involved I was tossed from one department to another and told repeatedly that there was nothing they could do to help meMy next computer will be from a company that doesn't out source their customer service to other countries!
Regards,
*** ***
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
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
The issue has been resolved to my satisfactionThank you Dell
Regards,
*** ***
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,
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
Complaint: ***
I am rejecting this response because: This was not a promotion that ran out I was able to purchase it This was an issue where they advertised a price and switched it at checkout It wasn't that they changed the promotion, they actively still had the promotion when purchasing This is a simple case of a business standing not behind their advertises prices Additionally, different representatives told me they would call me with the quote honoring the price after the fact It does not appear they will do that any longer
Regards,
*** ***