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 the Dell representative; *** has offered to send the customer’s computer to the Dell Depot for diagnostics. If it is determined the problem is due to a defect, then Dell will be happy to repair the system for the customer. However, if the damage is due to something the end user caused, then the customer will be responsible for the repair. *** has made numerous calls and has sent a number of emails to the customer to arrange for the system to be sent to the depot, but there has been no response by the customer. Since there is a specific time period in which Dell is allotted to officially respond to the Revdex.com, Dell has no other option than to close our case due to lack of response by the customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should change their mind and indicate they welcome assistance in this matter. Dell will be happy to re-open the case and address the matter with our customer at that time. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***
I am rejecting this response because the item in question was actually NEWI sent *** documents proving the validity of my claimI've attached a screen shot as proofThese untenable excuses for denying my claim are unjustified
Regards,
*** Sanchez
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 the representative at *** for any further assistance he may need regarding this matter
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** **Customer expressed dissatisfaction with Dell product, service, support, and wants a replacementWe 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 assistance. Our representative explained the Terms of Sale, Limited hardware Warranty, and the Return PolicyHowever, in the interest of customer satisfaction, our representative processed a return for order number ***Our representative also worked with the credit verification department to resolve this matterOur records indicate that the credits have been posted to the original forms of paymentThey should see this reflected on their next monthly billing statementOur representative also followto confirm resolutionShould Ms** 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
Complaint: ***
I am rejecting this response because: The Representative from Dell does not have a record of the phone conversation prior to December but my daughter did call at the end of October and again at the beginning of November Perhaps there is no record because when she called, Dell was not able to locate any information on the laptop she purchased (from Dell!) and that is why somebody was supposed to call her back and never did The same thing happened to me when I called in December, they could not locate this laptop until finally after phone calls and several hours on the phone, they found it The Representative from Dell is basically calling my daughter and myself a "liar" and went as far as to say that I am "escalating" what happened to us and he asked if it was possible that my daughter "called another computer company by mistake" ?? very insulting! Why would I take his "gesture of goodwill" (his words) offer of $to send the laptop back when I already paid $for the warranty and the laptop was under warranty when we called Dell needs to honor their warranty The Representative refuses to take any responsibility for the negligence of their Customer Service Department How can Dell not locate a laptop that was sold to us directly from Dell? We provided them with more then enough information to do this We called in total four times and spoke to many people at Dell The Representative was condescending and obviously did not take the time to look at the notes from my calls to Dell, he even suggested that I turn the laptop on to find him the numbers he needed when this was the reason for sending it back to begin with...It does not turn on! Is it any surprise that Dell cannot locate records of a phone call prior to December when they cannot even locate the laptop?
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Below is an email from ***:Dear ***,Thank you for your email. I regret to inform you that we would be unable to honour your request for a system replacement as the system is more than days from the date of Invoice. As per FedEx tracking number *** the package was returned back to Dell as it was refused. We would be able to arrange a box for sending the system back to Depot for repairs if you are willing to accept the same please do get back to us with the address. Regards,***Dell | Advanced Resolution GroupPhone +* *** *** *** *** ***My work schedule is from 9:am - 6:pm CST Monday to Friday
I wrote back that the email "did not make any sense", because, the computer has been boxed and ready for shipment back to Dell from the address -- *** *** C/O *** *** *** *** *** ** *** *** *** for two weeks. Nothing was picked up and nothing has been returned, contrary to ***'s statement. I am still waiting for Dell to send a shipping label for attachment to the box with the computer, or, to send a delivery service to pick it up and label it for return to Dell. When I spoke with *** on the phone, they were rude, speaking over me and not willing to provide their supervisors contact information. To the Revdex.com- I can provide over a months worth of emails where I have attempted to have my computer, which is under Dell warranty, to be fixed. Thank you for your help. 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. *** is monitoring the customer’s order return and refund. 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,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 Dell records
indicate a refund for $posted to the customer’s account on February 2, Since the date of the submission, a Dell representative contacted the customer to provide assistance and verify that the customer has received the refund We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and advised him the gift cards had been processed and the notification was sent in errorWe regret any dissatisfaction
Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident 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 his computer exchanged We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Since the date of the submission, a Dell representative contacted Mr*** and, for customer satisfaction reasons, processed a new system exchange The replacement computer has been sent to Mr*** Our representative provided their contact information and will remain available to assist should he need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because: I checked my Visa account on-line. The credit is not there. I spoke with *** in the Chase Visa dispute department. She verified that the credit has not been received from Dell. The charge is still in dispute at Chase. The "credit memo" number which was provided to me by the Dell representative is not meaningful to Chase; perhaps it is an internal Dell number(?)Dell needs to resolve the dispute which Chase has filed against them to get this amount refunded and the issue resolved
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
experienceThe representative *** authorized a new system exchange be processed and confirmed receiptA return label has been provided for the old system to be shipped backThe customer also requested momentary compensation which the representative respectfully deniedPlease have the customer 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:
- I received another computer, not the one I sent- The computer I received is a refurbished computer whose screen was replaced with a different modelThat proves that the original model was defective and Dell has to make a recall.- The computer screen is larger than the rest of the case creating a sharp edgeWhen opening the lid, this sharp edge may puncture the skin.- Per Texas' Business and Commerce code, I'm entitled to receive not only a refund but also compensation for this
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 As soon as they were aware that I had fallen through the cracks, they contacted me by phone and repaired my computer the next day
Regards,
*** ***
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,
*** ***
Complaint: ***
I am rejecting this response because: they have already repaired the problem onceIt has not even been a year since that repair and it is still not working againDell offered to repair at a discount, that tells you they know there is a problemYou should not have to keep getting a problem repaired on a an item you are still paying for
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 informed the customer his warranty has expired and any repairs now would be fee based. 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 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
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 the Dell representative; *** has offered to send the customer’s computer to the Dell Depot for diagnostics. If it is determined the problem is due to a defect, then Dell will be happy to repair the system for the customer. However, if the damage is due to something the end user caused, then the customer will be responsible for the repair. *** has made numerous calls and has sent a number of emails to the customer to arrange for the system to be sent to the depot, but there has been no response by the customer. Since there is a specific time period in which Dell is allotted to officially respond to the Revdex.com, Dell has no other option than to close our case due to lack of response by the customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should change their mind and indicate they welcome assistance in this matter. Dell will be happy to re-open the case and address the matter with our customer at that time. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***
I am rejecting this response because the item in question was actually NEWI sent *** documents proving the validity of my claimI've attached a screen shot as proofThese untenable excuses for denying my claim are unjustified
Regards,
*** Sanchez
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 the representative at *** for any further assistance he may need regarding this matter
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** **Customer expressed dissatisfaction with Dell product, service, support, and wants a replacementWe 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 assistance. Our representative explained the Terms of Sale, Limited hardware Warranty, and the Return PolicyHowever, in the interest of customer satisfaction, our representative processed a return for order number ***Our representative also worked with the credit verification department to resolve this matterOur records indicate that the credits have been posted to the original forms of paymentThey should see this reflected on their next monthly billing statementOur representative also followto confirm resolutionShould Ms** 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
Complaint: ***
I am rejecting this response because: The Representative from Dell does not have a record of the phone conversation prior to December but my daughter did call at the end of October and again at the beginning of November Perhaps there is no record because when she called, Dell was not able to locate any information on the laptop she purchased (from Dell!) and that is why somebody was supposed to call her back and never did The same thing happened to me when I called in December, they could not locate this laptop until finally after phone calls and several hours on the phone, they found it The Representative from Dell is basically calling my daughter and myself a "liar" and went as far as to say that I am "escalating" what happened to us and he asked if it was possible that my daughter "called another computer company by mistake" ?? very insulting! Why would I take his "gesture of goodwill" (his words) offer of $to send the laptop back when I already paid $for the warranty and the laptop was under warranty when we called Dell needs to honor their warranty The Representative refuses to take any responsibility for the negligence of their Customer Service Department How can Dell not locate a laptop that was sold to us directly from Dell? We provided them with more then enough information to do this We called in total four times and spoke to many people at Dell The Representative was condescending and obviously did not take the time to look at the notes from my calls to Dell, he even suggested that I turn the laptop on to find him the numbers he needed when this was the reason for sending it back to begin with...It does not turn on! Is it any surprise that Dell cannot locate records of a phone call prior to December when they cannot even locate the laptop?
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Below is an email from ***:Dear ***,Thank you for your email. I regret to inform you that we would be unable to honour your request for a system replacement as the system is more than days from the date of Invoice. As per FedEx tracking number *** the package was returned back to Dell as it was refused. We would be able to arrange a box for sending the system back to Depot for repairs if you are willing to accept the same please do get back to us with the address. Regards,***Dell | Advanced Resolution GroupPhone +* *** *** *** *** ***My work schedule is from 9:am - 6:pm CST Monday to Friday
I wrote back that the email "did not make any sense", because, the computer has been boxed and ready for shipment back to Dell from the address -- *** *** C/O *** *** *** *** *** ** *** *** *** for two weeks. Nothing was picked up and nothing has been returned, contrary to ***'s statement. I am still waiting for Dell to send a shipping label for attachment to the box with the computer, or, to send a delivery service to pick it up and label it for return to Dell. When I spoke with *** on the phone, they were rude, speaking over me and not willing to provide their supervisors contact information. To the Revdex.com- I can provide over a months worth of emails where I have attempted to have my computer, which is under Dell warranty, to be fixed. Thank you for your help. 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. *** is monitoring the customer’s order return and refund. 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,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 Dell records
indicate a refund for $posted to the customer’s account on February 2, Since the date of the submission, a Dell representative contacted the customer to provide assistance and verify that the customer has received the refund We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and advised him the gift cards had been processed and the notification was sent in errorWe regret any dissatisfaction
Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident 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 his computer exchanged We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Since the date of the submission, a Dell representative contacted Mr*** and, for customer satisfaction reasons, processed a new system exchange The replacement computer has been sent to Mr*** Our representative provided their contact information and will remain available to assist should he need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because: I checked my Visa account on-line. The credit is not there. I spoke with *** in the Chase Visa dispute department. She verified that the credit has not been received from Dell. The charge is still in dispute at Chase. The "credit memo" number which was provided to me by the Dell representative is not meaningful to Chase; perhaps it is an internal Dell number(?)Dell needs to resolve the dispute which Chase has filed against them to get this amount refunded and the issue resolved
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
experienceThe representative *** authorized a new system exchange be processed and confirmed receiptA return label has been provided for the old system to be shipped backThe customer also requested momentary compensation which the representative respectfully deniedPlease have the customer 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:
- I received another computer, not the one I sent- The computer I received is a refurbished computer whose screen was replaced with a different modelThat proves that the original model was defective and Dell has to make a recall.- The computer screen is larger than the rest of the case creating a sharp edgeWhen opening the lid, this sharp edge may puncture the skin.- Per Texas' Business and Commerce code, I'm entitled to receive not only a refund but also compensation for this
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 As soon as they were aware that I had fallen through the cracks, they contacted me by phone and repaired my computer the next day
Regards,
*** ***
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,
*** ***
Complaint: ***
I am rejecting this response because: they have already repaired the problem onceIt has not even been a year since that repair and it is still not working againDell offered to repair at a discount, that tells you they know there is a problemYou should not have to keep getting a problem repaired on a an item you are still paying for
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 informed the customer his warranty has expired and any repairs now would be fee based. 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 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