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
Can you update this complaint to indicate that I have received the refund and am satisfied with the resolution?
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I contacted *** *** on October 28, and received a message that the Resolution Department was closedI responded to *** *** email on October 31, as well and have not received a responseI previously spoke with *** *** on October 20, regarding the ongoing issues with my computer, however, he dismissed my concerns and denied my request to exchange the defective computer for a new oneHe denied my request for a refund as wellHe stated that his reason for denial for an exchange or refund was because my warranty doesn't call for itI posed a question to *** ***, I asked since I have a four year warranty am I supposed to continue to contact Dell Technical Support for the next four years as my computer continues to crash to trouble shoot and his response was yes.I do not wish to continue contacting Dell Technical Support for the next four years of my warranty to trouble shoot the ongoing issue per his advisementI would like a refund.I have had previous dealings with *** *** and would prefer to deal with a different person, someone who will value me as a customer and have my best interest at heart. ***.*.***@dell.com To ***[email protected] Oct at 10:AM Dell Customer CommunicationDear ***, This email is with reference to the conversation we had regarding your Dell computerI regret to inform you that we cannot consider your request for New system exchangeHowever, if you have any further issues with your computer you can always get in touch with us and we would be glad to help you. If you have any questions or concerns, please do reply to this email or call me and I would be glad to assist you further. Thanks and Regards,*** ***Dell | Advanced Resolution GroupPhone +* *** *** *** *** ***My work schedule is 9:am - 6:pm CST Monday to Friday
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** A resolution was provide but not what I requested I accepted it as is.
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
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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any miscommunication which may have occurred and appreciate the feedback Due to
delays in providing support under the warranty, a Dell representative, for customer satisfaction reasons, agreed to provide a video card upgrade Subsequently, prior to being sent upgraded video card, the customer was informed that the cards were not validated or supported and that no further upgrades would be available should the cards not work in his computer The customer was told if the cards did not work, Dell could provide video cards based on the original configuration, which have been tested and validated to work in his computer, per the terms of Dell’s Limited Hardware Warranty Since the date of the submission, the customer’s request for an exchange computer has been denied We remain ready to assist the customer within the terms of the warranty and ask that he contact his case manager should he have any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com, Dell have not provided name nor email of the representive.Anyway, their offers are not acceptable.I have contacted my local court to initiate legal procedures towards Dell Canada.Best regards,*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative explained the terms and conditions of sale, and return policy
***
***Please note that Ms*** was referred to Extended Services at ###-###-#### for Camera support where a gift card of equal value was processedHer request for replacement, return, or additional compensation was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience. Our 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
Complaint: ***
I am rejecting this response because: I only received any assistance after hours and hours on the phone trying to get assistanceThe assistance I received as the response noted was not as statedI had $in Dell Rewards that got supposedly "lost" when they cancelled my orderSo most of the discount was not any sort of "goodwill" gesture at all, but my Dell rewards being re-appliedAND the representative DID NOT follow through with processing the discount/rewardsThat took another days and hours of phone calls before finally getting to *** in the advanced resolution group to get that resolved, and that took a further days before getting an e-mail stating the credit had finally been "authorized"As this occurred after my statement date, I now must wait for next statement to see if it has ACTUALLY been processedSo I take offense that the company's response is to act as if this was a minor inconvenience and that they graciously offered a "Goodwill" gesture to appease me, and that it was promptly handled by their original representativeIt was nothing like that at all
Regards,
*** ***
Today’s Date: 12/14/2015 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their
correspondenceAt this time the agent continues to work with the customerThe customer states continued technical concernsAt this time the agent has confirmed with the customer the matter has been resolvedThe customers feedback has also been recordedDell regrets any inconvenience causedWe 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. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
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 recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has had the customer’s computer sent to the Dell repair depot and it has now been returned to the customer. 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 GroupIncident ID# ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerA Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedOur representative provided their contact information and will remain engaged until the customer’s issue has been addressedSincerely, Advanced Resolution Group FID # *** Dell
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,
*** ***
Complaint: ***
I am rejecting this response because:The representative *** did not once ever confirm anything about my video cardHe has only contacted me over email, and has never done anything that would even remotely resemble diagnosing my computerI specifically described the cause of my issue, and requested a part replacement to solve the problemI was ignored repeatedly and denied any assistance whatsoeverOnce again I have email records of this. My warranty expired because of poor and slow service on Dell's part, and because of that they are claiming that I cannot return the computer to resolve the situationThe video card does not function properly, and has not functioned properly ever since I purchased it, and since Dell does not choose to professionally deal with this situation with a recall, then I at least deserve to have my faulty computer returnedI have email proof that this issue has occurred ever since I purchased it over a year ago, and I've been trying to solve this problem ever sinceI have done everything in my power to fix the situation, and since Dell has been too stubborn to acknowledge any of my solutions, I resorted to offering a return to settle the problem I offer to either ship it myself back to the company, or to return it to the business I'd originally purchased it atThere is absolutely no valid reason why I cannot have my refund.I have sent another message to the representative *** as requested.
Regards,
*** ***
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 ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThis is to confirm that I received a replacement computer from Dell, that it appears to be working well, and that, from my perspective, the complaint referenced in the subject line has been resolvedMy thanks to you and your colleagues for your timely and effective assistance in resolving this complaint.
Regards,
*** ***
Dear Revdex.com, Our records indicate that the customer disputed the charges back on Sept 7/the customer received the full refund at that timeWe have provided a copy of the credit/dispute that the Revdex.com will forward to the customerDell considers this matter resolved and have closed the issueSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because The statement from Dell is not truthful What happened was I purchased a computer in It had issues and was replaced It was replaced under a warranty that I had purchased for an additional $ Since then I have purchased extended warranties through Dell totaling over $ I now have over $invested in my original computer The computer that mine has been replaced with is not comparable to the computer that I purchased the warranty for If Dell would like to refund me for the original computer and over $in total warranties I have purchased they can do soHowever, I cannot help it that they chose not to fix the computer and replace it I can however tell you that I have purchased the warranties to cover these computers That is the part of this they are leaving out This is an extremely deceitful business practice that they are doing here They were to 'fix' or 'replace' my damaged computer Since they chose to replace the computer, per the warranty contract I have with them, they are to replace it with an equal or better computerMy previous computer that I purchased the warranty for was not replaced with an equal or better computerThe computer they sent me didn't even workI am not sure how sending me a computer that doesn't turn on is an upgradeI have attached the receipt for the computer that Dell was to repair If Dell is stating that this is 'not' the computer that they were to repair, then I want the $refunded for the warranty that I purchased They are clearly breaching my contract I had with them.
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
However they did not tell me to send the wrong item that they sent me back. And I told them that they had my shipping address
Regards,
*** ***
Complaint: ***
I am rejecting this response because:This is not a fraud callIt is coming directly from your service department, from YOUR listed telephone numberIt is your fault, and not right to blame it on someone pretending to be you.
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
Can you update this complaint to indicate that I have received the refund and am satisfied with the resolution?
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I contacted *** *** on October 28, and received a message that the Resolution Department was closedI responded to *** *** email on October 31, as well and have not received a responseI previously spoke with *** *** on October 20, regarding the ongoing issues with my computer, however, he dismissed my concerns and denied my request to exchange the defective computer for a new oneHe denied my request for a refund as wellHe stated that his reason for denial for an exchange or refund was because my warranty doesn't call for itI posed a question to *** ***, I asked since I have a four year warranty am I supposed to continue to contact Dell Technical Support for the next four years as my computer continues to crash to trouble shoot and his response was yes.I do not wish to continue contacting Dell Technical Support for the next four years of my warranty to trouble shoot the ongoing issue per his advisementI would like a refund.I have had previous dealings with *** *** and would prefer to deal with a different person, someone who will value me as a customer and have my best interest at heart. ***.*.***@dell.com To ***[email protected] Oct at 10:AM Dell Customer CommunicationDear ***, This email is with reference to the conversation we had regarding your Dell computerI regret to inform you that we cannot consider your request for New system exchangeHowever, if you have any further issues with your computer you can always get in touch with us and we would be glad to help you. If you have any questions or concerns, please do reply to this email or call me and I would be glad to assist you further. Thanks and Regards,*** ***Dell | Advanced Resolution GroupPhone +* *** *** *** *** ***My work schedule is 9:am - 6:pm CST Monday to Friday
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** A resolution was provide but not what I requested I accepted it as is.
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
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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any miscommunication which may have occurred and appreciate the feedback Due to
delays in providing support under the warranty, a Dell representative, for customer satisfaction reasons, agreed to provide a video card upgrade Subsequently, prior to being sent upgraded video card, the customer was informed that the cards were not validated or supported and that no further upgrades would be available should the cards not work in his computer The customer was told if the cards did not work, Dell could provide video cards based on the original configuration, which have been tested and validated to work in his computer, per the terms of Dell’s Limited Hardware Warranty Since the date of the submission, the customer’s request for an exchange computer has been denied We remain ready to assist the customer within the terms of the warranty and ask that he contact his case manager should he have any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com, Dell have not provided name nor email of the representive.Anyway, their offers are not acceptable.I have contacted my local court to initiate legal procedures towards Dell Canada.Best regards,*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative explained the terms and conditions of sale, and return policy
***
***Please note that Ms*** was referred to Extended Services at ###-###-#### for Camera support where a gift card of equal value was processedHer request for replacement, return, or additional compensation was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience. Our 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
Complaint: ***
I am rejecting this response because: I only received any assistance after hours and hours on the phone trying to get assistanceThe assistance I received as the response noted was not as statedI had $in Dell Rewards that got supposedly "lost" when they cancelled my orderSo most of the discount was not any sort of "goodwill" gesture at all, but my Dell rewards being re-appliedAND the representative DID NOT follow through with processing the discount/rewardsThat took another days and hours of phone calls before finally getting to *** in the advanced resolution group to get that resolved, and that took a further days before getting an e-mail stating the credit had finally been "authorized"As this occurred after my statement date, I now must wait for next statement to see if it has ACTUALLY been processedSo I take offense that the company's response is to act as if this was a minor inconvenience and that they graciously offered a "Goodwill" gesture to appease me, and that it was promptly handled by their original representativeIt was nothing like that at all
Regards,
*** ***
Today’s Date: 12/14/2015 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their
correspondenceAt this time the agent continues to work with the customerThe customer states continued technical concernsAt this time the agent has confirmed with the customer the matter has been resolvedThe customers feedback has also been recordedDell regrets any inconvenience causedWe 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. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
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 recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has had the customer’s computer sent to the Dell repair depot and it has now been returned to the customer. 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 GroupIncident ID# ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerA Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedOur representative provided their contact information and will remain engaged until the customer’s issue has been addressedSincerely, Advanced Resolution Group FID # *** Dell
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,
*** ***
Complaint: ***
I am rejecting this response because:The representative *** did not once ever confirm anything about my video cardHe has only contacted me over email, and has never done anything that would even remotely resemble diagnosing my computerI specifically described the cause of my issue, and requested a part replacement to solve the problemI was ignored repeatedly and denied any assistance whatsoeverOnce again I have email records of this. My warranty expired because of poor and slow service on Dell's part, and because of that they are claiming that I cannot return the computer to resolve the situationThe video card does not function properly, and has not functioned properly ever since I purchased it, and since Dell does not choose to professionally deal with this situation with a recall, then I at least deserve to have my faulty computer returnedI have email proof that this issue has occurred ever since I purchased it over a year ago, and I've been trying to solve this problem ever sinceI have done everything in my power to fix the situation, and since Dell has been too stubborn to acknowledge any of my solutions, I resorted to offering a return to settle the problem I offer to either ship it myself back to the company, or to return it to the business I'd originally purchased it atThere is absolutely no valid reason why I cannot have my refund.I have sent another message to the representative *** as requested.
Regards,
*** ***
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 ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThis is to confirm that I received a replacement computer from Dell, that it appears to be working well, and that, from my perspective, the complaint referenced in the subject line has been resolvedMy thanks to you and your colleagues for your timely and effective assistance in resolving this complaint.
Regards,
*** ***
Dear Revdex.com, Our records indicate that the customer disputed the charges back on Sept 7/the customer received the full refund at that timeWe have provided a copy of the credit/dispute that the Revdex.com will forward to the customerDell considers this matter resolved and have closed the issueSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because The statement from Dell is not truthful What happened was I purchased a computer in It had issues and was replaced It was replaced under a warranty that I had purchased for an additional $ Since then I have purchased extended warranties through Dell totaling over $ I now have over $invested in my original computer The computer that mine has been replaced with is not comparable to the computer that I purchased the warranty for If Dell would like to refund me for the original computer and over $in total warranties I have purchased they can do soHowever, I cannot help it that they chose not to fix the computer and replace it I can however tell you that I have purchased the warranties to cover these computers That is the part of this they are leaving out This is an extremely deceitful business practice that they are doing here They were to 'fix' or 'replace' my damaged computer Since they chose to replace the computer, per the warranty contract I have with them, they are to replace it with an equal or better computerMy previous computer that I purchased the warranty for was not replaced with an equal or better computerThe computer they sent me didn't even workI am not sure how sending me a computer that doesn't turn on is an upgradeI have attached the receipt for the computer that Dell was to repair If Dell is stating that this is 'not' the computer that they were to repair, then I want the $refunded for the warranty that I purchased They are clearly breaching my contract I had with them.
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
However they did not tell me to send the wrong item that they sent me back. And I told them that they had my shipping address
Regards,
*** ***
Complaint: ***
I am rejecting this response because:This is not a fraud callIt is coming directly from your service department, from YOUR listed telephone numberIt is your fault, and not right to blame it on someone pretending to be you.
Regards,
*** ***