Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with
the customer and our records indicate the depot service has been completed, however; the customer reports the issue has not been resolvedOur representative has attempted to contact the customer and will remain engaged to provide technical support per the terms and conditions of the Dell Limited Hardware Warranty
Sincerely,
Advanced Resolution Group
Incident ID: *** 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 ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate credits have postedA Dell Financial representative updated the customer on January 30th about the credits and his updated balanceSincerely, Advanced Resolution Group FID # *** Dell
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 our representative worked with the order/account verification department to resolve this
matterAfter further review, our representative processed a partial account credit for order number ***, which has been posted 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
A Dell representative is continuing to work with Ms*** to achieve an amicable resolution for her concernsAn onsite service has been issued, however, is being delayed due to parts availability issuesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate the credit has posted Credit memo: *** & Credit Order no: ***The customer will need to follow up with her bank in regards to when they will post the creditAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting *** or for online assistance at *** Sincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative contacted the customer regarding the issues described in her correspondenceOur representative processed a return for credit and the customer verifies the
credit has been received We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident 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. *** confirmed with the customer that there computer was repaired. Dell uses new and refurbished parts for any repairs as stated in the Dell limited hardware warranty agreement. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceThe representative *** contacted the customer confirmed receipt of the system once shipped after the repairThe customer confirmed receipt but stated there were still system issues due to this a refurbished exchange system has been offeredThe customer requested a new system exchange which the representative respectfully declinedThe exchange that is being offered is in accordance with the terms and conditions of the warrantyPlease have the customer contact the representative by email at ***@Dell.com so we can move forward with a resolutionSincerely Advanced Resolution Group Incident *** Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate Dell
representative; *** has been in contact with customer, Mr*** regarding his Dell TBDocking Station he had purchased from the online retailer, ***. The customer has shared the fact that he had specifically purchased this docking station because it will support three monitors whereas the docking station available for replacement at this time does not. *** has apologized and informed Mr*** that Dell hopes to receive this docking station by the end of August so he encouraged the customer to contact him at that time. Additionally, *** has told Mr***, if he wishes to receive a refund for this unit instead, he will need to make this request known to his seller. While disappointed, Mr*** has expressed his appreciation to *** for looking into the matter for him and plans to follow up with *** at the end of August. Please have the customer contact our representative directly by email at ***@Dell.com if they should need further assistance in this matter. We will be happy to reopen the case and assist the customer at that time. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with her and dispatched a return for creditOur records indicate the item is in transit to DellWe regret any dissatisfaction which may have
been experienced and appreciate the feedback providedOur representative remains available to assistSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
A Dell representative is continuing to work with Mr*** to achieve an amicable resolution for his concernsOur representative may be contacted at ***@Dell.com
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,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a Dell promotion We regret any dissatisfaction she may have experienced and appreciate the feedback provided
When Dell provides a promotional third party item at no additional charge with the purchase of a Dell computer, a separate invoice must be produced and sent to our third party vendor for fulfillment The invoice amount for the promotional item is deducted from the total computer price in order to provide a separate receipt for warranty purposes and in the event a customer elects to return one or both items Dell records indicate the customer contacted Dell regarding the total price and was provided the option to return everything for a full refund or, for customer satisfaction reasons, accept a $concession The customer opted for the $refund which has been posted to her account Dell will not be offering additional concessions Since the date of the submission, a Dell representative made multiple attempts to contact the customer by telephone and e-mail however, to date, there has been no response to our representative’s contact attempts Should the customer still need assistance, we ask that she contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: WHAT IS DELL missingI NEVER requested soft ware support!!!! It appears to me they have workers who do not understand the conversation had. They did send me the wrong plug, when I questioned the worker about the cord, he told me he HAS no idea which cord was sent and could NOT answer a single question regarding the cord. At this time I am requesting an extension on my warranty coverage free of charge. This back and fourth is getting crazy. I'm thinking along the lines of contacting one of local TV news stations, this way they can investigate my complaint as well as many other complaints and air it on TV for all to see how DELL handles issues
Regards,
*** ***
Complaint: ***I am rejecting this response because:Dell's response is ultimately irrelevantStating an issue as resolved does not make it so if the original request is never fulfilledI do not think anyone at Dell or their representatives truly understand, even to this day, why I asked for the amount I requestedThere was a specific explanation as to the difference in the price between what I was charged and what the price was supposed to beI have never changed my request or the logic behind it at any point, nor has the math changed in any wayGiving me even 99% of what I asked for is still not a full resolution.Important notes:Dell's responses take days, if not weeksIt's 2017, an appropriate response time is 1-business days for all communicationsMany business have cut this down to hours.Dell's current refund of $indicates they realize and admit they made a mistakeThe mistake is therefore not in questionThey are ultimately fighting over $This can only be for a few possible reasons:1)They do not understand why I specifically asked for exactly $This is possible because at no point leading up the $refund was I told I would be receiving $I was told $70, $75, $100, $along with several other cobbled estimations that either included or ignored sales taxIf this is pure ignorance, I do not know what more I do to explain the situationMath is math.2) They are doing so on some sort of misguided interpretation of their policies, or plain stubbornnessThis is sort of possible as wellThey consistently claimed they were following company policyThe problem is that policy clearly changed depending who I spoke toCertain representatives hung up on me, transferred to no where or back to the main menu, lied to me, gave me different refund numbers, referred me to the wrong people etcBusiness ethics/standards generally supersede policy anyway and businesses will usually just take simplest solutionFighting me over a self-acknowledged mistake for over a month, and now another few weeks for a whole $They have wasted more time listening, chatting, reading my emails and comments than the amount I requestedThey will spend another week or more to respond, I am sure, reading this message.As it stands the minimum Dell continues to owe me is $That is the remaining amount remaining to settle their debtIt does not in any way come close to earning my future patronage nor anyone else I knowI cannot get back the many wasted hours I have spent trying to explain what took ***, ***, ***, and others I have dealt with a single, simple phone call or emailDell's entire policy and customer service system is completely unacceptable and I truly feel concern for anyone who has to deal with them on any levelThey are a complete disgrace.Regards,*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and stated the refund has not posted to his Rewards account We regret any dissatisfaction the customer may have experienced and appreciate the feedback Our records indicate the refund was processed to go to the original form of payment, Dell Financial Services (DFS), and would take up to five (5) business days to post to the customer’s DFS account The customer should see the refund for $reflected on his next monthly billing statement Should the customer need follassistance, we ask that he contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell Inc
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
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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with
the customer and our records indicate the depot service has been completed, however; the customer reports the issue has not been resolvedOur representative has attempted to contact the customer and will remain engaged to provide technical support per the terms and conditions of the Dell Limited Hardware Warranty
Sincerely,
Advanced Resolution Group
Incident ID: *** 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 ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate credits have postedA Dell Financial representative updated the customer on January 30th about the credits and his updated balanceSincerely, Advanced Resolution Group FID # *** Dell
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 our representative worked with the order/account verification department to resolve this
matterAfter further review, our representative processed a partial account credit for order number ***, which has been posted 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
A Dell representative is continuing to work with Ms*** to achieve an amicable resolution for her concernsAn onsite service has been issued, however, is being delayed due to parts availability issuesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate the credit has posted Credit memo: *** & Credit Order no: ***The customer will need to follow up with her bank in regards to when they will post the creditAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting *** or for online assistance at *** Sincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative contacted the customer regarding the issues described in her correspondenceOur representative processed a return for credit and the customer verifies the
credit has been received We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident 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. *** confirmed with the customer that there computer was repaired. Dell uses new and refurbished parts for any repairs as stated in the Dell limited hardware warranty agreement. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceThe representative *** contacted the customer confirmed receipt of the system once shipped after the repairThe customer confirmed receipt but stated there were still system issues due to this a refurbished exchange system has been offeredThe customer requested a new system exchange which the representative respectfully declinedThe exchange that is being offered is in accordance with the terms and conditions of the warrantyPlease have the customer contact the representative by email at ***@Dell.com so we can move forward with a resolutionSincerely Advanced Resolution Group Incident *** Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate Dell
representative; *** has been in contact with customer, Mr*** regarding his Dell TBDocking Station he had purchased from the online retailer, ***. The customer has shared the fact that he had specifically purchased this docking station because it will support three monitors whereas the docking station available for replacement at this time does not. *** has apologized and informed Mr*** that Dell hopes to receive this docking station by the end of August so he encouraged the customer to contact him at that time. Additionally, *** has told Mr***, if he wishes to receive a refund for this unit instead, he will need to make this request known to his seller. While disappointed, Mr*** has expressed his appreciation to *** for looking into the matter for him and plans to follow up with *** at the end of August. Please have the customer contact our representative directly by email at ***@Dell.com if they should need further assistance in this matter. We will be happy to reopen the case and assist the customer at that time. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with her and dispatched a return for creditOur records indicate the item is in transit to DellWe regret any dissatisfaction which may have
been experienced and appreciate the feedback providedOur representative remains available to assistSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
A Dell representative is continuing to work with Mr*** to achieve an amicable resolution for his concernsOur representative may be contacted at ***@Dell.com
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,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a Dell promotion We regret any dissatisfaction she may have experienced and appreciate the feedback provided
When Dell provides a promotional third party item at no additional charge with the purchase of a Dell computer, a separate invoice must be produced and sent to our third party vendor for fulfillment The invoice amount for the promotional item is deducted from the total computer price in order to provide a separate receipt for warranty purposes and in the event a customer elects to return one or both items Dell records indicate the customer contacted Dell regarding the total price and was provided the option to return everything for a full refund or, for customer satisfaction reasons, accept a $concession The customer opted for the $refund which has been posted to her account Dell will not be offering additional concessions Since the date of the submission, a Dell representative made multiple attempts to contact the customer by telephone and e-mail however, to date, there has been no response to our representative’s contact attempts Should the customer still need assistance, we ask that she contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: WHAT IS DELL missingI NEVER requested soft ware support!!!! It appears to me they have workers who do not understand the conversation had. They did send me the wrong plug, when I questioned the worker about the cord, he told me he HAS no idea which cord was sent and could NOT answer a single question regarding the cord. At this time I am requesting an extension on my warranty coverage free of charge. This back and fourth is getting crazy. I'm thinking along the lines of contacting one of local TV news stations, this way they can investigate my complaint as well as many other complaints and air it on TV for all to see how DELL handles issues
Regards,
*** ***
Complaint: ***I am rejecting this response because:Dell's response is ultimately irrelevantStating an issue as resolved does not make it so if the original request is never fulfilledI do not think anyone at Dell or their representatives truly understand, even to this day, why I asked for the amount I requestedThere was a specific explanation as to the difference in the price between what I was charged and what the price was supposed to beI have never changed my request or the logic behind it at any point, nor has the math changed in any wayGiving me even 99% of what I asked for is still not a full resolution.Important notes:Dell's responses take days, if not weeksIt's 2017, an appropriate response time is 1-business days for all communicationsMany business have cut this down to hours.Dell's current refund of $indicates they realize and admit they made a mistakeThe mistake is therefore not in questionThey are ultimately fighting over $This can only be for a few possible reasons:1)They do not understand why I specifically asked for exactly $This is possible because at no point leading up the $refund was I told I would be receiving $I was told $70, $75, $100, $along with several other cobbled estimations that either included or ignored sales taxIf this is pure ignorance, I do not know what more I do to explain the situationMath is math.2) They are doing so on some sort of misguided interpretation of their policies, or plain stubbornnessThis is sort of possible as wellThey consistently claimed they were following company policyThe problem is that policy clearly changed depending who I spoke toCertain representatives hung up on me, transferred to no where or back to the main menu, lied to me, gave me different refund numbers, referred me to the wrong people etcBusiness ethics/standards generally supersede policy anyway and businesses will usually just take simplest solutionFighting me over a self-acknowledged mistake for over a month, and now another few weeks for a whole $They have wasted more time listening, chatting, reading my emails and comments than the amount I requestedThey will spend another week or more to respond, I am sure, reading this message.As it stands the minimum Dell continues to owe me is $That is the remaining amount remaining to settle their debtIt does not in any way come close to earning my future patronage nor anyone else I knowI cannot get back the many wasted hours I have spent trying to explain what took ***, ***, ***, and others I have dealt with a single, simple phone call or emailDell's entire policy and customer service system is completely unacceptable and I truly feel concern for anyone who has to deal with them on any levelThey are a complete disgrace.Regards,*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and stated the refund has not posted to his Rewards account We regret any dissatisfaction the customer may have experienced and appreciate the feedback Our records indicate the refund was processed to go to the original form of payment, Dell Financial Services (DFS), and would take up to five (5) business days to post to the customer’s DFS account The customer should see the refund for $reflected on his next monthly billing statement Should the customer need follassistance, we ask that he contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell Inc
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
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