Today’s Date: 05/16/2016 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 the unit was damaged as a result of a wear and tear and requests Dell cover the repair warrantyAt this time the agent has consulted with the repair facility and advised the customer the system was determined to have been damaged as a result of accidental damageThe agent advised there will be a cost associated with the repairThe customer denies this is the case and declined to pay for the repairAs a result the depot has shipped back the unit unrepaired. Dell regrets any inconvenience causedShould the customer reconsider the repair they may also contact the representative at ***@Dell.com . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for providing a copy of Mr*** ***’s submission.Mr*** expressed dissatisfaction with the communication and processing expectations for a recent Dell order. We regret any miscommunication which may have occurred and appreciate the
feedbackDell makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell. Sometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errors. Since the date of the submission, a Dell representative contacted Mr*** to advise that the order could not be placed at the price he requested due to a pricing error and, per Dell policy we would be unable to process an order at the incorrect price. We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I am enclosing the proof of delivery from UPS that confirms that I have returned the questioned merchandise.When I spoke to Mr*** *** last August 18, - it was very upsetting and disappointing as he has implied that I was lying about returning the merchandise.He has told me that the case is now close and that there is nothing more to do.I have emailed Mr*** back and informed him that all our communication will be via email so I can have a documentation of our correspondence regarding this matter
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for using multiple promotional gift cards on a single order We regret any miscommunication which may have occurred
and appreciate the feedback Per the terms and conditions of the promotion, the gift card must be used at the point of sale and cannot be applied after an order is placed Since the date of the submission, a Dell representative contacted the customer to discuss their concerns The representative clarified the use of the promotional gift card and told the customer Dell would not process a refund as he requested The representative indicated the customer would need to use the gift card on another order placed prior to the expiration date of the promotion 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
A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at *** for any further assistance they may need regarding this matter
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
Although as of yet, the replacement has not arrived, it is a refurbished replacement but has several upgrades
Regards,
*** ***
Today’s Date: 05/23/2016 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 continued technical concernsAt this time the customer is working with our agent to resolve the matterDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell representative *** has been back and explained the credit did post back to the gift cardDue to the customer misplacing the card a request has been submitted to see if an exception can be made to reissue itIf the customer has any questions or concerns the representative maybe reached by emailing ***@Dell.com Sincerely, Advanced Resolution Group INC# *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***-***
Revdex.com:The computer was repaired and returned, but upon powering it up, it went to a Bit Locker Recovery page and there was not any enclosed information on how to get past this page. Apparently the Dell repair enabled Bit Locker and failed to inform me on what action I needed to do to get past this screen. I have sent *** an email on this matter I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me at this time
Regards,
*** ***
Complaint: ***
I am rejecting this response because: because rep still has not verify the promotion in place at timeRep is only going by statement if didn't get then didn't qualify when I didn't even get dell credit promotion till manually processedAlso a rep stated could see had promotion so not sure why this rep can't see or do the research of promotions at time of orderWhat were the promotion because the TV still have the promotion online.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
A Dell representative never contacted me in regards to, offering me a replacement unitThey stated they were going to close the case in which I replied to keep the matter open
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
I offered times and offered to call the representative from workI work full time and these "attempts" are sporadic at various times between 10a-6pm and there is no response via email or written communication except "we are trying to reach you". I also explained to t his agent that I do not have a direct line at work and my cell phone service is not effective during work days in my clinic but they refused to elaborate by emailIn addition, since I have had a dell computer I have received multiple fraud calls from people claiming to be dell service members and therefore I am hesitant to give anyone access to my computer based on a phone call originating with them This is typical of my experience with themAttaching a log of all the emails confirming contacts I have made with them when I first got the computer as well as the receipt of my purchase of this basically ineffective computer. In addition I am attaching a screenshot of the email I sent this Dell rep on 5/3/with no acknowledgement other than they are still trying to reach me by phone during the hours I said I was not availableThank you so much*** ***
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:This is the e-mail I just sent back to Dell:Below is a copy of the message I received from the Revdex.comWhat gift card are they referring too? I have tried calling you on numerous occasions as well as sent you e-mailsThis feel s like a scam by DellIf you sent an e-mail with a gift card link for the full amount then please resend itI have not received penny of the $Dell stole from my checking accountI cannot belive it is taking months for this is be resolvedBad business by Dell.? By the way, You calling , leaving a message and then do not return my call when I leave is message is NOT correspondenceFrom Revdex.com:Our records indicate the Dell representative; *** *** has authorized another Gift Card sent to the customer in lieu of receiving a cash credit to his credit card. We certainly do apologize for any miscommunication or frustration this matter may have caused our customer. Please have the customer contact our representative directly by email at ***_***@Dell.com if they should need any further assistance in this matter. *** * *** ***###-###-####
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution took a long time to resolveIn the end Dell was horrible and eventually gave me credit weeks later causing me lots of overdrafts and some bills cut off due to the lack of communication and disregard to my complaintThis business is awful and will not recommend and or buy from them againThank you to the Revdex.com for being responsive if it was not for your prompt response and contact with dell I would still have issues with them.
Regards,
*** ***
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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur records show that the warranty expired on February 6, Our representative explained the
terms of sale, limited hardware warranty, and return policy
***
***
***
As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement order# *** was delivered to Ms*** on June 27, under FedEx Tracking# ***Our representative also followed up with Mr*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 05/16/2016 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 the unit was damaged as a result of a wear and tear and requests Dell cover the repair warrantyAt this time the agent has consulted with the repair facility and advised the customer the system was determined to have been damaged as a result of accidental damageThe agent advised there will be a cost associated with the repairThe customer denies this is the case and declined to pay for the repairAs a result the depot has shipped back the unit unrepaired. Dell regrets any inconvenience causedShould the customer reconsider the repair they may also contact the representative at ***@Dell.com . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for providing a copy of Mr*** ***’s submission.Mr*** expressed dissatisfaction with the communication and processing expectations for a recent Dell order. We regret any miscommunication which may have occurred and appreciate the
feedbackDell makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell. Sometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errors. Since the date of the submission, a Dell representative contacted Mr*** to advise that the order could not be placed at the price he requested due to a pricing error and, per Dell policy we would be unable to process an order at the incorrect price. We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I am enclosing the proof of delivery from UPS that confirms that I have returned the questioned merchandise.When I spoke to Mr*** *** last August 18, - it was very upsetting and disappointing as he has implied that I was lying about returning the merchandise.He has told me that the case is now close and that there is nothing more to do.I have emailed Mr*** back and informed him that all our communication will be via email so I can have a documentation of our correspondence regarding this matter
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for using multiple promotional gift cards on a single order We regret any miscommunication which may have occurred
and appreciate the feedback Per the terms and conditions of the promotion, the gift card must be used at the point of sale and cannot be applied after an order is placed Since the date of the submission, a Dell representative contacted the customer to discuss their concerns The representative clarified the use of the promotional gift card and told the customer Dell would not process a refund as he requested The representative indicated the customer would need to use the gift card on another order placed prior to the expiration date of the promotion 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
A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at *** for any further assistance they may need regarding this matter
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
Although as of yet, the replacement has not arrived, it is a refurbished replacement but has several upgrades
Regards,
*** ***
Today’s Date: 05/23/2016 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 continued technical concernsAt this time the customer is working with our agent to resolve the matterDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell representative *** has been back and explained the credit did post back to the gift cardDue to the customer misplacing the card a request has been submitted to see if an exception can be made to reissue itIf the customer has any questions or concerns the representative maybe reached by emailing ***@Dell.com Sincerely, Advanced Resolution Group INC# *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***-***
Revdex.com:The computer was repaired and returned, but upon powering it up, it went to a Bit Locker Recovery page and there was not any enclosed information on how to get past this page. Apparently the Dell repair enabled Bit Locker and failed to inform me on what action I needed to do to get past this screen. I have sent *** an email on this matter I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me at this time
Regards,
*** ***
Complaint: ***
I am rejecting this response because: because rep still has not verify the promotion in place at timeRep is only going by statement if didn't get then didn't qualify when I didn't even get dell credit promotion till manually processedAlso a rep stated could see had promotion so not sure why this rep can't see or do the research of promotions at time of orderWhat were the promotion because the TV still have the promotion online.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
A Dell representative never contacted me in regards to, offering me a replacement unitThey stated they were going to close the case in which I replied to keep the matter open
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
I offered times and offered to call the representative from workI work full time and these "attempts" are sporadic at various times between 10a-6pm and there is no response via email or written communication except "we are trying to reach you". I also explained to t his agent that I do not have a direct line at work and my cell phone service is not effective during work days in my clinic but they refused to elaborate by emailIn addition, since I have had a dell computer I have received multiple fraud calls from people claiming to be dell service members and therefore I am hesitant to give anyone access to my computer based on a phone call originating with them This is typical of my experience with themAttaching a log of all the emails confirming contacts I have made with them when I first got the computer as well as the receipt of my purchase of this basically ineffective computer. In addition I am attaching a screenshot of the email I sent this Dell rep on 5/3/with no acknowledgement other than they are still trying to reach me by phone during the hours I said I was not availableThank you so much*** ***
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
Thank you for the letter from *** ***Our representative has been in contact with the customer and depot service has been dispatched
Complaint: ***
I am rejecting this response because:This is the e-mail I just sent back to Dell:Below is a copy of the message I received from the Revdex.comWhat gift card are they referring too? I have tried calling you on numerous occasions as well as sent you e-mailsThis feel s like a scam by DellIf you sent an e-mail with a gift card link for the full amount then please resend itI have not received penny of the $Dell stole from my checking accountI cannot belive it is taking months for this is be resolvedBad business by Dell.? By the way, You calling , leaving a message and then do not return my call when I leave is message is NOT correspondenceFrom Revdex.com:Our records indicate the Dell representative; *** *** has authorized another Gift Card sent to the customer in lieu of receiving a cash credit to his credit card. We certainly do apologize for any miscommunication or frustration this matter may have caused our customer. Please have the customer contact our representative directly by email at ***_***@Dell.com if they should need any further assistance in this matter. *** * *** ***###-###-####
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution took a long time to resolveIn the end Dell was horrible and eventually gave me credit weeks later causing me lots of overdrafts and some bills cut off due to the lack of communication and disregard to my complaintThis business is awful and will not recommend and or buy from them againThank you to the Revdex.com for being responsive if it was not for your prompt response and contact with dell I would still have issues with them.
Regards,
*** ***
A Dell representative has contacted *** *** to achieve a resolution for her concernsOur representative may be contacted via e-mail at ***
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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur records show that the warranty expired on February 6, Our representative explained the
terms of sale, limited hardware warranty, and return policy
***
***
***
As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement order# *** was delivered to Ms*** on June 27, under FedEx Tracking# ***Our representative also followed up with Mr*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc