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, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsThe representative worked with our order verification team and the shipping carrier to resolve this
matterOur records show that both order numbers *** / *** have been delivered under FedEx tracking numbers *** / ***Furthermore, Mr*** confirmed the receipt of Microsoft Office Download e-mail for order# ***Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Our records indicate the representative followed up with the customer on 6/1/as requestedThe representative provided the information requested in regards how to extend the warrantyThe customer also voiced concern about the screen resolution was different on the replacement and the LCD had to be replacedThe customer wanted to confirm if there were any issues in the future would he receive the sameThe customer was informed to provide the reference number of the onsite and the he can also refer to his original order which shows the higher resolutionPlease have the customer contact the representative by emailing at *** with any additional questions or concerns
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
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,
*** ***
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
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 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,Dell representative, ***, moved this case to *** *** *** (***) for resolution and closed the caseMr*** will have a single point of contact via *** through to resolution with a SLA of hours.Sincerely,Dell Advanced Resolution Team
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,
*** attempted to contact the customer on three (3) separate occasions. However, they were only able to leave a message each time stating the purpose of the call and providing their direct contact informationWe remain ready to assist the customer should they elect to return our messages at ***@Dell.comDell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDells position remains the same and would like to refer the customer to his hardware warranty terms: Per the terms and conditions of Dell’s Limited Hardware Warranty, Dell is not responsible for software or data and the scope of the warranty is limited to diagnosing and repair of covered hardware components which fail during useCustomers are responsible for backing up their own data and reinstalling any additional programsSincerely, Advanced Resolution Group Incident ID: #*** Dell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is somewhat acceptable to meSomewhat acceptable means I have no desire to engage with this company any longerCalling me and repeating the policy over and over without having a conversation is not a resolutionI give up. I will make it my mission in my personal and professional life to ensure that my family, my friends, my co-workers, and company never purchase or engage with the Dell corporation again.
*** ***
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 experience
Dell representative, ***, contacted the customer and explained about the backlog, free 2nd day shipping was providedThe customer confirmed receipt of the order and had no further concerns
Please have the customer contact the representative by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
***
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 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 and, for customer satisfaction reasons, processed a Return Authorization The customer returned the laptop and a refund has since posted to the customer’s account The customer may contact our representative at *** for any further assistance he may need regarding this matter. 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 customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience
Dell representative *** contacted the customer and did troubleshooting steps with the customerThe representative made adjustments to setting and had the customer test applications it has been determined the system is working as designedWe remain available to assist and ask that the customer contact the representative ***_*** Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because: My laptop has had several issues since I have gotten itIt has had hard drive crash, which I had to replace myself, and during the last repair at Dell they said the hard drive had to be replaced again! The power port also came loose in the laptop chassis, so I sent it to Dell, instead of fixing the loose power port they gave me a new power cordThe power port is still loose and that's why I sent it in to be repaired! Since I've gotten the laptop back from Dell for the last repair it has damage to the chassis and the laptop doesn't want to shut down properlyI have to hold the power button down to shut it off at times! I have explained all the problems to the Dell representative and he just keeps telling me to send it back so they can work on it againThis laptop is suppose to be a new laptop and shouldn't be having all these problemsI feel like Dell is just patching things until it's out of the one year warranty and then it will be my problem to deal withA new laptop shouldn't have all the problems that this one hasDell really isn't trying to take care of the customer and I'm at the point where I will contact the local news in ***, ** and have their investigation teams look into this matter and possibly have a lawyer look at the case as wellThis laptop continues to have problems and the least Dell could do is replace it with a new unit, since that's what I paid for when I made the purchase
Regards,
*** ***
Dear Revdex.com, Our records indicate that the credit has posted and the customer has confirmedWe remain available should the customer has any further questionsThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:I have spend many dozens of hours on the phone with Dell technicians to try and fix an ongoing issue with a laptop I purchased in April (specifically the wireless connection being disconnected when the laptop comes out of sleep). My original request via Revdex.com was to have Dell refund me for the laptop so I could purchase something else. Dell turned this down and wrote (to Revdex.com) that it was working with me to address/fix the problem. Well it is now October and the issue has not been fixed. The latest offer (yesterday evening) was to go on a fishing expedition with my sending the laptop in for diagnosis. This is a software issue and the Dell folks simply do not know how to fix. I have pointed them to discussions with other consumers having the exact same problem. One final item - the tech at Dell I have most recently been working with (see name just below) calls me in the evening after my office has closed for the day, never in business hours. Happy to provide any additional information you might require.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I have hesitantly accepted this poor offer by Dell Inc., but they have not fulfilled their wordI have called and emailed "*** *** ***" several times, but he did not answer nor return calls or emailsI still have an $paperweight that does not work months later.
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 and as long as the hard drive has the operating system installed as agreed and per my previous emailsIf it is not, I will not consider it resolvedI will be in contact again should that not be the case
Thank you Revdex.com for your efforts in resolving this issue.
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** has confirmed the customer has received the refund checkIf the customer is disputing the amount of the refund check she will need to contact Dell Financial services at ###-###-####Dell has processed a full refund for the system order but due to financial privacy issues we do not have access to her financial accountAn exception was made to provide a full refund due to the cross shipment any further compensation is respectfully deniedSincerely Advanced Resolution Group Incident *** 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, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsThe representative worked with our order verification team and the shipping carrier to resolve this
matterOur records show that both order numbers *** / *** have been delivered under FedEx tracking numbers *** / ***Furthermore, Mr*** confirmed the receipt of Microsoft Office Download e-mail for order# ***Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Our records indicate the representative followed up with the customer on 6/1/as requestedThe representative provided the information requested in regards how to extend the warrantyThe customer also voiced concern about the screen resolution was different on the replacement and the LCD had to be replacedThe customer wanted to confirm if there were any issues in the future would he receive the sameThe customer was informed to provide the reference number of the onsite and the he can also refer to his original order which shows the higher resolutionPlease have the customer contact the representative by emailing at *** with any additional questions or concerns
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
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,
*** ***
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
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 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,Dell representative, ***, moved this case to *** *** *** (***) for resolution and closed the caseMr*** will have a single point of contact via *** through to resolution with a SLA of hours.Sincerely,Dell Advanced Resolution Team
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,
*** attempted to contact the customer on three (3) separate occasions. However, they were only able to leave a message each time stating the purpose of the call and providing their direct contact informationWe remain ready to assist the customer should they elect to return our messages at ***@Dell.comDell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDells position remains the same and would like to refer the customer to his hardware warranty terms: Per the terms and conditions of Dell’s Limited Hardware Warranty, Dell is not responsible for software or data and the scope of the warranty is limited to diagnosing and repair of covered hardware components which fail during useCustomers are responsible for backing up their own data and reinstalling any additional programsSincerely, Advanced Resolution Group Incident ID: #*** Dell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is somewhat acceptable to meSomewhat acceptable means I have no desire to engage with this company any longerCalling me and repeating the policy over and over without having a conversation is not a resolutionI give up. I will make it my mission in my personal and professional life to ensure that my family, my friends, my co-workers, and company never purchase or engage with the Dell corporation again.
*** ***
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 experience
Dell representative, ***, contacted the customer and explained about the backlog, free 2nd day shipping was providedThe customer confirmed receipt of the order and had no further concerns
Please have the customer contact the representative by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
***
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 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 and, for customer satisfaction reasons, processed a Return Authorization The customer returned the laptop and a refund has since posted to the customer’s account The customer may contact our representative at *** for any further assistance he may need regarding this matter. 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 customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience
Dell representative *** contacted the customer and did troubleshooting steps with the customerThe representative made adjustments to setting and had the customer test applications it has been determined the system is working as designedWe remain available to assist and ask that the customer contact the representative ***_*** Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because: My laptop has had several issues since I have gotten itIt has had hard drive crash, which I had to replace myself, and during the last repair at Dell they said the hard drive had to be replaced again! The power port also came loose in the laptop chassis, so I sent it to Dell, instead of fixing the loose power port they gave me a new power cordThe power port is still loose and that's why I sent it in to be repaired! Since I've gotten the laptop back from Dell for the last repair it has damage to the chassis and the laptop doesn't want to shut down properlyI have to hold the power button down to shut it off at times! I have explained all the problems to the Dell representative and he just keeps telling me to send it back so they can work on it againThis laptop is suppose to be a new laptop and shouldn't be having all these problemsI feel like Dell is just patching things until it's out of the one year warranty and then it will be my problem to deal withA new laptop shouldn't have all the problems that this one hasDell really isn't trying to take care of the customer and I'm at the point where I will contact the local news in ***, ** and have their investigation teams look into this matter and possibly have a lawyer look at the case as wellThis laptop continues to have problems and the least Dell could do is replace it with a new unit, since that's what I paid for when I made the purchase
Regards,
*** ***
Dear Revdex.com, Our records indicate that the credit has posted and the customer has confirmedWe remain available should the customer has any further questionsThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:I have spend many dozens of hours on the phone with Dell technicians to try and fix an ongoing issue with a laptop I purchased in April (specifically the wireless connection being disconnected when the laptop comes out of sleep). My original request via Revdex.com was to have Dell refund me for the laptop so I could purchase something else. Dell turned this down and wrote (to Revdex.com) that it was working with me to address/fix the problem. Well it is now October and the issue has not been fixed. The latest offer (yesterday evening) was to go on a fishing expedition with my sending the laptop in for diagnosis. This is a software issue and the Dell folks simply do not know how to fix. I have pointed them to discussions with other consumers having the exact same problem. One final item - the tech at Dell I have most recently been working with (see name just below) calls me in the evening after my office has closed for the day, never in business hours. Happy to provide any additional information you might require.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I have hesitantly accepted this poor offer by Dell Inc., but they have not fulfilled their wordI have called and emailed "*** *** ***" several times, but he did not answer nor return calls or emailsI still have an $paperweight that does not work months later.
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 and as long as the hard drive has the operating system installed as agreed and per my previous emailsIf it is not, I will not consider it resolvedI will be in contact again should that not be the case
Thank you Revdex.com for your efforts in resolving this issue.
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** has confirmed the customer has received the refund checkIf the customer is disputing the amount of the refund check she will need to contact Dell Financial services at ###-###-####Dell has processed a full refund for the system order but due to financial privacy issues we do not have access to her financial accountAn exception was made to provide a full refund due to the cross shipment any further compensation is respectfully deniedSincerely Advanced Resolution Group Incident *** Dell Inc