Complaint: ***
I am rejecting this response because:*** does not know what is going on with the credit department as he's been saying the credit has been issued when in fact is wasn'tThis is nothing against him. However, *** from Dell Financial Services has been contacting me from my long conversation with him a few weeks ago. He is telling me my credit has been issued and I'll see this on my next statement and that I should be receiving an additional refund of $as I've overpaid. I will be glad to respond with an "accept business reply" as soon as all of this takes place. Until then, no
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative contacted the customerA return for credit was dispatched, however; the customer has not responded to subsequent contact attemptsThe credit cannot be processed
until the system is returned and received at DellOur representative has provided their contact information and we regret any dissatisfaction which may have been experienced and appreciate the feedback provided
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
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 issued an onsite service to repair the customer’s computer which she reports has resolved her issue. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.***/Contact or for online assistance at www.***/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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 confirmed that the outstanding issues with his Dell system order have been
addressed to his satisfactionPlease note that Mr*** considers this case resolvedWe 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 Team 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
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 setup a return for full refund of the customer’s computer. 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
Dear Revdex.com I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding receipt of unwanted marketing materialWe appreciate your taking the time to bring this matter to our attentionI assure you we take matters like this very seriously and have initiated a more detailed investigationWe would like the customer to provide copies of any emails he may have receivedDell representative, ***, will be in contact with the customer for additional informationThe customer may contact the representative by email at ***@Dell.comSincerely Advanced Resolution Group Incident ***
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 technical concerns with their Dell unitAt this time the agent reached out to the customer who has advised the agent they only wish a refund and does not wish to troubleshoot the systemThe agent advised the customer they are past the refund period and troubleshooting is required in order to determine a root cause under the warranty agreementThe customer maintains their stance and no longer wish to discuss troubleshootingDell regrets any inconvenience caused and we ask the customer to contact the representative at *** should they reconsider troubleshooting the unit. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:They have lied to me constantly about this case, I had requested numerous times to speak to someone from the states that speaks english and they have refused all alongThe person in the escalation dept is from india yet the repair shop is in Texas? I was never offered not once any pics of the damage, and when I reqeusted Pics of the water damage both from the laptop and pics of the shipping Box I was denied!
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 me
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for some recent Dell orders We regret any dissatisfaction he may have experienced and appreciate the feedback
provided When a third party item is ordered from Dell, an order request is electronically forwarded to Dell’s third party vendor Sometimes such orders cannot be cancelled due to the order already being processed at which point, the shipment must be returned to Dell for a refund Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and provide assistance The customer’s unwanted orders have since been refunded in full and interest waived The customer should see this reflected on their next monthly billing statement We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com, Thank you for providing a copy of the customer’s follsubmission. Customer expressed dissatisfaction with Dell service and support and wants her computer replaced. We regret any dissatisfaction she may have experienced and appreciate the feedback provided. Since the date of the follow up submission, a Dell representative contacted the customer and, for customer satisfaction reasons, processed a refurbished system exchange per the terms of Dell’s Limited Hardware Warranty. The customer has received the replacement computer and has our representative’s contact information should she need any further assistance. We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter Sincerely, Executive Support Team 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 customerThe representative Arun continues to monitor the credit process and will update the customer once the resolution is in placeThe representative can be reached by email at ***@Dell.com
Sincerely,
Advanced Resolution Group
***
Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedpolicy“ 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 computer once the promotion has ended”Sincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: Dell has replaced the hard drive and the operating system has been loaded, but it took so long to run that it did not finish until around 9PM last night. I have not been able to test the PC and make sure it is working as it should be. I work and have other responsibilities that prevent me from being available at this timeConsidering I've been waiting on Dell since November 1, I think they could give me a few days to test the system.
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. *** has confirmed the funds were reversed back to the customer’s gift card. 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
Complaint: ***
I am rejecting this response because: The representative I spoke to was rude and constantly interrupted me and did not allow me to explain the issue. He advised the order had been canceled due to a price error. When I inquired about those who had the order fulfilled, he then advised they would be getting additional charges - which is not actually legal (or ethical!). When I tired to point this out, he refused to discuss it further and kept trying to change the subject, even though he brought it up. Throughout the call he continued to interrupt me and not let me finish. When I asked for a manager, he refused. His response was unprofessional and did nothing to address the concerns I presented - at this time I am requesting to speak to his manager, or a manger of the team/unit he works on/in, as he has made the problem worse. His offer to give me a percent discount after his terrible customer service was just insult to injury
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. *** has provided the customer with a quote without tax and the customer has placed their order. Dell’s return period is days. 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
Complaint: ***
I am rejecting this response because: I am getting the assistance from dell to try and fix my laptop but how long am I expected to keep getting warranty fixes? until it runs out and then I am left with a faulty machine that has never worked correctly from the start?
Regards,
*** ***
Complaint: ***
I am rejecting this response because: the simple facts are...I purchased a top of the line Alienware $2500+ laptop in good faith from Dell on November 22,Less than two months later the operating system crashed and locked us out of the computer rendering it uselessDell's response was basically an attempted remote fix which ended in the loss of over 50% of the accumulated data and did not resolve the issueThey refused to accept my request to take the computer back(at my own expense) to have Dell technicians reload Windows and make their best efforts to save our dataTheir resolution was for us to wait a few days for a Windows team to be available that would guide me through a remote controlled windows reloadThe fact that there was not another computer available for me to undertake the reload(since the computer in question did not have any operating system functionality) along with the fact that I was not technically proficient or confident enough to undertake this remedy on a very expensive month old computer is a point of contention for me...The end result is that I brought the computer to a computer service and spent $to get a professional reload of windows(and they were able to save 50% of the data which Dell said would be 100% lost with their proposed resolution) Mr ***'s resolution does not even offer the money I spent to get the computer up and running...His technicians told me 100% of the date would be lost which was also untrueNo he offered me a $gift certificate from a company that I probably will never do business with againWhat ever happened to the business adage that the customer is always rightWhat is monumentally stupid on both Mr ***'s part is that I still own $2000+ on the computer in question...That fact in itself speaks to the arrogance of Mr *** and Dell is treating me so dismissivelyAn acknowledgement that Dell could have reacted to this problem a whole lot better and to be honest, just reimbursing the $could have resolved what is rapidly becoming a very contentious situationWhen a company does not stand behind their product then is the consumer still bound by good faith??
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 submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer and apologized for the problemsThe representative authorized a new exchange system and confirmed deliveryThe customer may contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:*** does not know what is going on with the credit department as he's been saying the credit has been issued when in fact is wasn'tThis is nothing against him. However, *** from Dell Financial Services has been contacting me from my long conversation with him a few weeks ago. He is telling me my credit has been issued and I'll see this on my next statement and that I should be receiving an additional refund of $as I've overpaid. I will be glad to respond with an "accept business reply" as soon as all of this takes place. Until then, no
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative contacted the customerA return for credit was dispatched, however; the customer has not responded to subsequent contact attemptsThe credit cannot be processed
until the system is returned and received at DellOur representative has provided their contact information and we regret any dissatisfaction which may have been experienced and appreciate the feedback provided
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
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 issued an onsite service to repair the customer’s computer which she reports has resolved her issue. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.***/Contact or for online assistance at www.***/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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 confirmed that the outstanding issues with his Dell system order have been
addressed to his satisfactionPlease note that Mr*** considers this case resolvedWe 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 Team 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
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 setup a return for full refund of the customer’s computer. 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
Dear Revdex.com I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding receipt of unwanted marketing materialWe appreciate your taking the time to bring this matter to our attentionI assure you we take matters like this very seriously and have initiated a more detailed investigationWe would like the customer to provide copies of any emails he may have receivedDell representative, ***, will be in contact with the customer for additional informationThe customer may contact the representative by email at ***@Dell.comSincerely Advanced Resolution Group Incident ***
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 technical concerns with their Dell unitAt this time the agent reached out to the customer who has advised the agent they only wish a refund and does not wish to troubleshoot the systemThe agent advised the customer they are past the refund period and troubleshooting is required in order to determine a root cause under the warranty agreementThe customer maintains their stance and no longer wish to discuss troubleshootingDell regrets any inconvenience caused and we ask the customer to contact the representative at *** should they reconsider troubleshooting the unit. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:They have lied to me constantly about this case, I had requested numerous times to speak to someone from the states that speaks english and they have refused all alongThe person in the escalation dept is from india yet the repair shop is in Texas? I was never offered not once any pics of the damage, and when I reqeusted Pics of the water damage both from the laptop and pics of the shipping Box I was denied!
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 me
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for some recent Dell orders We regret any dissatisfaction he may have experienced and appreciate the feedback
provided When a third party item is ordered from Dell, an order request is electronically forwarded to Dell’s third party vendor Sometimes such orders cannot be cancelled due to the order already being processed at which point, the shipment must be returned to Dell for a refund Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and provide assistance The customer’s unwanted orders have since been refunded in full and interest waived The customer should see this reflected on their next monthly billing statement We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com, Thank you for providing a copy of the customer’s follsubmission. Customer expressed dissatisfaction with Dell service and support and wants her computer replaced. We regret any dissatisfaction she may have experienced and appreciate the feedback provided. Since the date of the follow up submission, a Dell representative contacted the customer and, for customer satisfaction reasons, processed a refurbished system exchange per the terms of Dell’s Limited Hardware Warranty. The customer has received the replacement computer and has our representative’s contact information should she need any further assistance. We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter Sincerely, Executive Support Team 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 customerThe representative Arun continues to monitor the credit process and will update the customer once the resolution is in placeThe representative can be reached by email at ***@Dell.com
Sincerely,
Advanced Resolution Group
***
Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedpolicy“ 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 computer once the promotion has ended”Sincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: Dell has replaced the hard drive and the operating system has been loaded, but it took so long to run that it did not finish until around 9PM last night. I have not been able to test the PC and make sure it is working as it should be. I work and have other responsibilities that prevent me from being available at this timeConsidering I've been waiting on Dell since November 1, I think they could give me a few days to test the system.
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. *** has confirmed the funds were reversed back to the customer’s gift card. 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
Complaint: ***
I am rejecting this response because: The representative I spoke to was rude and constantly interrupted me and did not allow me to explain the issue. He advised the order had been canceled due to a price error. When I inquired about those who had the order fulfilled, he then advised they would be getting additional charges - which is not actually legal (or ethical!). When I tired to point this out, he refused to discuss it further and kept trying to change the subject, even though he brought it up. Throughout the call he continued to interrupt me and not let me finish. When I asked for a manager, he refused. His response was unprofessional and did nothing to address the concerns I presented - at this time I am requesting to speak to his manager, or a manger of the team/unit he works on/in, as he has made the problem worse. His offer to give me a percent discount after his terrible customer service was just insult to injury
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. *** has provided the customer with a quote without tax and the customer has placed their order. Dell’s return period is days. 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
Complaint: ***
I am rejecting this response because: I am getting the assistance from dell to try and fix my laptop but how long am I expected to keep getting warranty fixes? until it runs out and then I am left with a faulty machine that has never worked correctly from the start?
Regards,
*** ***
Complaint: ***
I am rejecting this response because: the simple facts are...I purchased a top of the line Alienware $2500+ laptop in good faith from Dell on November 22,Less than two months later the operating system crashed and locked us out of the computer rendering it uselessDell's response was basically an attempted remote fix which ended in the loss of over 50% of the accumulated data and did not resolve the issueThey refused to accept my request to take the computer back(at my own expense) to have Dell technicians reload Windows and make their best efforts to save our dataTheir resolution was for us to wait a few days for a Windows team to be available that would guide me through a remote controlled windows reloadThe fact that there was not another computer available for me to undertake the reload(since the computer in question did not have any operating system functionality) along with the fact that I was not technically proficient or confident enough to undertake this remedy on a very expensive month old computer is a point of contention for me...The end result is that I brought the computer to a computer service and spent $to get a professional reload of windows(and they were able to save 50% of the data which Dell said would be 100% lost with their proposed resolution) Mr ***'s resolution does not even offer the money I spent to get the computer up and running...His technicians told me 100% of the date would be lost which was also untrueNo he offered me a $gift certificate from a company that I probably will never do business with againWhat ever happened to the business adage that the customer is always rightWhat is monumentally stupid on both Mr ***'s part is that I still own $2000+ on the computer in question...That fact in itself speaks to the arrogance of Mr *** and Dell is treating me so dismissivelyAn acknowledgement that Dell could have reacted to this problem a whole lot better and to be honest, just reimbursing the $could have resolved what is rapidly becoming a very contentious situationWhen a company does not stand behind their product then is the consumer still bound by good faith??
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 submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer and apologized for the problemsThe representative authorized a new exchange system and confirmed deliveryThe customer may contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc