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,
*** ***
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
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 dissatisfaction he may have experienced and appreciate the feedback provided
Since the date of the submission, a Dell representative contacted the customer to provide assistance and a service dispatch to provide an exchange has been processed A replacement computer has subsequently been sent to the customer The customer may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter. 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
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,
*** ***
Complaint: ***
I am rejecting this response because the right hand is not speaking to the left hand I declined the on-site service and declined a window of time when I learned a window of time was requiredI don't know why it's so hard for them to track that in their notes because I've told them that about half a dozen timesI cannot sit around all day.After a month of working with this horrible company, they have finally agreed to send a box so I can ship it back for alleged repairsThe box of course is not here yet because they are a disorganized backward company and I honestly have doubts they will even honor that since they are also a disreputable business that sells faulty equipment.I absolutely will not close this case until I have a working computer As a former buyer for Dell computers in a corporate setting and a (former) lifelong customer, I sincerely hope the loss of future purchases is worth the $for themMy position will remain the same and no changes will be made
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Dell representative said that I registered my email for their loyalty program day after my order, so I cannot get the full loyalty rewards of $but I have proof that I registered for it on the same dayI have attached the files to show the email confirmations of my registrationI registered for an account on Dell.com and for their Loyalty Program and placed my order, all on the same day, November 30th, In fact, I registered for their Loyalty program even before placing my order, as it shows that I received the email confirmation of my registration of the Loyalty Program at 9:31pm, and the confirmation of my order at 11:21pmI did everything on November 30th, and if Dell received my registration or my order day after, it is NOT my problemThe representative from Dell said that I registered for their Loyalty program on December 1st, 2015, which is untrue because I received the email confirmation of my registration on November 30th, 2015.
Regards,
*** **
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative *** contacted the customer due to the situation a refund will be processed for the missing softwareThe representative continue to maintain ownership of the account and will update the customer once the credit has postedThe representative respectfully denied the customer’s request for reimbursement of his amazon orderWe remain available to assist the customer and ask that he follow upThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because: This is complete craziness on the part of DellThe certified refurbished laptop that I received comes with a month limited warrantySo the warranty that I purchased was not credited towards this laptopI'm having a hard time understanding what is so hard about this. 1: We Paid for a one year extended warranty 2: Received a refurbished laptop the includes a month limited warranty. 3: We did not choose to have to spend months repeatedly returning a laptop that Dell was unable to fix.
*** ***
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. *** informed the customer Dell no longer has the model she wanted to order but did offer her a percent refund on another model. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the submissionOur records clearly indicate that Mr*** first contacted us in regards to a USB device issue in March which we addressed. During a follow up call by a Supervisor Mr*** confirmed the issue was resolved. Mr*** called again in July at that time he was informed his warranty was expired. Our representative again explained his warranty expired on 5/30/but offered a discounted rate for the depot. If the customer would like to move forward with the repair we ask that he contact the representative at ***@Dell.com for any further assistance she may need regarding this matterSincerely, Advanced Resolution Group Incident ID#*** 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 representative explained the terms of 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 September 2, under FedEx Tracking# ***The representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur 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
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,
*** ***
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 dissatisfaction he may have experienced and appreciate the feedback provided Since
the date of the submission, a Dell representative contacted the customer to provide assistance Dell records indicate the customer subsequently confirmed receipt of the refund and promotional gift card with our representative The customer may contact our representative at ***@dell.com for any further assistance he may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
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,
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: I was contacted by someone from Dell to ask me about my horrible experience I had However, the only reason I was able to get someone to be concerned and assist me with my return, was due to my submission of a complaint with the Revdex.com I did receive credit for the computer I purchased, but I would've gotten that regardless of being contacted by someone about my Revdex.com complaint The only thing the rep said was he apologized for my horrible experience This was the worst customer experience I've ever had with a company I have also sent a formal complaint letter to their company headquarters
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 Our records indicate
Dell representative; *** has been assigned to this case and has been in contact with the customer by phone. *** has explained to the customer Dell is unable to sell the customer an Accidental Damage Coverage Contract once the purchased computer has been accidentally damaged; therefore, there is a fee for this repair. In the interest of customer satisfaction, Dell has offered the customer a very nice discount; but at present the customer has declined the offer. Please have the customer contact our representative directly by email at ***@Dell.com if they should change their mind and decide they will accept the generous offer; Dell will be happy to reopen the case and have *** assist the customer at that time. Sincerely, Executive Support Team Incident 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,
*** ***
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
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 dissatisfaction he may have experienced and appreciate the feedback provided
Since the date of the submission, a Dell representative contacted the customer to provide assistance and a service dispatch to provide an exchange has been processed A replacement computer has subsequently been sent to the customer The customer may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter. 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
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,
*** ***
Complaint: ***
I am rejecting this response because the right hand is not speaking to the left hand I declined the on-site service and declined a window of time when I learned a window of time was requiredI don't know why it's so hard for them to track that in their notes because I've told them that about half a dozen timesI cannot sit around all day.After a month of working with this horrible company, they have finally agreed to send a box so I can ship it back for alleged repairsThe box of course is not here yet because they are a disorganized backward company and I honestly have doubts they will even honor that since they are also a disreputable business that sells faulty equipment.I absolutely will not close this case until I have a working computer As a former buyer for Dell computers in a corporate setting and a (former) lifelong customer, I sincerely hope the loss of future purchases is worth the $for themMy position will remain the same and no changes will be made
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Dell representative said that I registered my email for their loyalty program day after my order, so I cannot get the full loyalty rewards of $but I have proof that I registered for it on the same dayI have attached the files to show the email confirmations of my registrationI registered for an account on Dell.com and for their Loyalty Program and placed my order, all on the same day, November 30th, In fact, I registered for their Loyalty program even before placing my order, as it shows that I received the email confirmation of my registration of the Loyalty Program at 9:31pm, and the confirmation of my order at 11:21pmI did everything on November 30th, and if Dell received my registration or my order day after, it is NOT my problemThe representative from Dell said that I registered for their Loyalty program on December 1st, 2015, which is untrue because I received the email confirmation of my registration on November 30th, 2015.
Regards,
*** **
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative *** contacted the customer due to the situation a refund will be processed for the missing softwareThe representative continue to maintain ownership of the account and will update the customer once the credit has postedThe representative respectfully denied the customer’s request for reimbursement of his amazon orderWe remain available to assist the customer and ask that he follow upThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group *** 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 complete craziness on the part of DellThe certified refurbished laptop that I received comes with a month limited warrantySo the warranty that I purchased was not credited towards this laptopI'm having a hard time understanding what is so hard about this. 1: We Paid for a one year extended warranty 2: Received a refurbished laptop the includes a month limited warranty. 3: We did not choose to have to spend months repeatedly returning a laptop that Dell was unable to fix.
*** ***
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. *** informed the customer Dell no longer has the model she wanted to order but did offer her a percent refund on another model. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the submissionOur records clearly indicate that Mr*** first contacted us in regards to a USB device issue in March which we addressed. During a follow up call by a Supervisor Mr*** confirmed the issue was resolved. Mr*** called again in July at that time he was informed his warranty was expired. Our representative again explained his warranty expired on 5/30/but offered a discounted rate for the depot. If the customer would like to move forward with the repair we ask that he contact the representative at ***@Dell.com for any further assistance she may need regarding this matterSincerely, Advanced Resolution Group Incident ID#*** 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 representative explained the terms of 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 September 2, under FedEx Tracking# ***The representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur 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
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,
*** ***
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 dissatisfaction he may have experienced and appreciate the feedback provided Since
the date of the submission, a Dell representative contacted the customer to provide assistance Dell records indicate the customer subsequently confirmed receipt of the refund and promotional gift card with our representative The customer may contact our representative at ***@dell.com for any further assistance he may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
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,
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: I was contacted by someone from Dell to ask me about my horrible experience I had However, the only reason I was able to get someone to be concerned and assist me with my return, was due to my submission of a complaint with the Revdex.com I did receive credit for the computer I purchased, but I would've gotten that regardless of being contacted by someone about my Revdex.com complaint The only thing the rep said was he apologized for my horrible experience This was the worst customer experience I've ever had with a company I have also sent a formal complaint letter to their company headquarters
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 Our records indicate
Dell representative; *** has been assigned to this case and has been in contact with the customer by phone. *** has explained to the customer Dell is unable to sell the customer an Accidental Damage Coverage Contract once the purchased computer has been accidentally damaged; therefore, there is a fee for this repair. In the interest of customer satisfaction, Dell has offered the customer a very nice discount; but at present the customer has declined the offer. Please have the customer contact our representative directly by email at ***@Dell.com if they should change their mind and decide they will accept the generous offer; Dell will be happy to reopen the case and have *** assist the customer at that time. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***
I am rejecting this response because:
Regards,
*** ***