Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Customer expressed dissatisfaction with Dell service and support and wants the technical issued resolvedWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the follsubmission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative explained the terms and conditions of the limited hardware warranty www.***As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative assisted the customer with installation of the Operating System on the Solid State Drive and followto confirm resolutionOur representative also provided their contact information and will remain available to assist should the customer need follassistance in this matter
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Complaint: ***
I am rejecting this response because: I paid for a new computer. The first computer did not have hardware. For over six months the Dell business manager insisted that I would not get a replacement. After I contacted you, the Revdex.com, they reluctantly sent me a refurbished computer. The computer has numerous problems: screen slides up and down at will, not always able to control the page with a mouse. The pages are very light, can barely see the words to mention a few of the minor problems.The major problem is that the computer's battery life is shown as only to hours. With such a short battery life, I have little hope for the computer lasting very long. WORST OF ALL, I'VE SPENT OVER $1,AND THEY REFUSE TO GIVE ME A WORKING COMPUTER WITH THE BUNDLE THAT WAS ADVERTISED AT THE TIME OF PURCHASE. I AM GREATLY DISTRESSED. I'VE PACKED THE COMPUTER UP. I CAN'T AFFOR A LAWYER, BUT I WILL CONTINUE TO SEEK HELP. I cannot imagine anyone in their right mind accepting a resolution such as the one *** is offering. A new computer is what I paid for and am waiting to get.
Regards,
*** ***
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 processed back to his Gift Card 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 verify that the refund has been processed as the customer requested He may contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with product and supportWe 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 and the Return PolicyHowever, in the interest of customer satisfaction, a return for order number *** was processedOur records indicate that the credit has been posted to the original form of paymentThey should see this reflected on their next monthly billing statementShould Mr*** have any additional concerns regarding this case, he 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 no longer wish to bother with this useless computerIt has too many problems for me to bother with it any furtherConsumers should be very careful about the lies that are said on TV; they are not trustworthy, they are allowed to say whatever they want to make a saleThis computer is not even a year old yetIt's just a waste of money.
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, is assisting Mr*** in placing an order and will remain engaged until completedWe regret any dissatisfaction Mr*** may have
experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
A Dell representative contacted *** *** and is working with her to achieve an amicable resolution for her concernsOur representative may be reached directly via e-mail at ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meDell has provided the due gift card
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Depot service was provided and the system returned. Ms*** informed our representative, ***; due to personal logistical issues, the system was not shipped
directly to her and she will make arrangements to retrieve the systemShe has no further issues and we regret any dissatisfaction she may have experienced*** remains available and may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate Dell
representative, ***, has been in contact with Ms*** to discuss her issue of multiple technical problems with her computer. *** explained to Ms*** that Dell has stood by the hardware warranty to address and resolved each issue for her. Additionally, since the computer is outside Dell’s return period, a refund is not possible. However, in the interest of customer satisfaction, *** has offered to exchange the computer per the Terms and Conditions of the hardware warranty, which states Dell uses both new and reconditioned parts to build replacement systems, but Ms*** has declined the offer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dell representative, ***, is attempting to reach the customer by phone and email; however, we have not yet been able to discuss the contents of the submission. We remain available to assist and ask that the customer contact our representative at ***_***@Dell.com
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,
Esther Harding
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 apologized for the problemsThe representative an onsite had already been scheduledOnce Dell records indicated onsite had been completed and successful follow up calls by the representative were not returnedWe remain available to assist the customer if neededThe representative can be reached directly by email at *** if the customer has any further concerns
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
A Dell representative is continuing to work with Ms*** to reach an amicable resolution for her concernsOur representative can be reached directly by email at ***
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 replaced the customer’s computer. 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
A Dell representative is working with Mr*** *** to achieve a resolution for his concernsOur representative may be contacted via e-mail at [email protected]
Complaint: ***
I am rejecting this response because:Almost nothing in Dell's most recent response is germane to my complaintIn fact, in its references to weather, "geographical restrictions," and other such irrelevancies, the response was purposefully obfsucatory, especially as Dell has had over a month to resolve the issueThe only relevant part of Dell's response is the assertion that "the performance of service and service response times depend," in part, on "parts availability." Again, they are perfectly willing to allow me to wait for days while they figure out whether they have the part in stockIn contrast to Dell's stalling, my response will be simple and direct: In order for Dell to honor its warranty, the Dell representative to whom I speak must be able to tell me at that moment - not in two or three days - whether he has the part in stockDell has now had over a month to figure out this part of my repairIf the part is in stock, Dell must send out a technician to do the repair in hours(Again, they have had more than enough time to send someone out already.) If the part is not in stock, Dell must make a reasonable, good-faith effort to repair or replace my computer in a reasonable amount of time: a week, let us sayNot a month, two months, or moreTo make this simple I am going to repeat this again: DELL NEEDS TO TELL ME WHETHER THE REPAIR PART IS IN STOCK WHEN I SPEAK TO THEM NEXTThis stipulation is not open for compromise.Dell lives in the era of the database, when information about whether an item is in stock should be at an administrator's fingertipsAny delay in discovering whether my part is available is self-created on Dell's part and is simply not my responsibility. Thank you
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her third party TV, purchased from Dell, replaced We regret any miscommunication which may have occurred and appreciate the
feedback As a convenience to our customers, Dell sells thousands of non-Dell branded products available on Dell’s web site and through promotions Dell provides support for the third party item for thirty days from the invoice date, after which time the third party manufacturer is responsible for warranty coverage for the itemSince the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative told the customer that the TV warranty would need to be addressed by the manufacturer The customer indicated she purchased a warranty with the TV however Dell has no record of that purchase Our representative denied the customer’s request for an exchange from Dell however if the customer is able to provide the order number with which she stated she purchased warranty coverage from Dell, we would be happy to reopen this case to consider any new information the customer may provide The customer may contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint
ID: *** Dear RevDex.com, I am writing on behalf of
Dell Incin response to the complaint filed with your office by the customer,
*** ***. Thank you for providing a
copy of the customer’s submissionOur records indicate the Dell
representative; *** has explained to the customer, if they are dissatisfied
with the Dell equipment and would rather return for a refund, they will need to
discuss a possible return and refund with QVC, the retail company the customer had
purchased their system. If however, the
customer wishes to have the system repaired, we ask that they work with ***
for that repair Dell stands ready to
support the equipment per the Terms and Condition of the Hardware
Warranty. At this time, the customer appears
to be uninterested in the system being repaired by Dell. Please have the customer contact our
representative directly by email at ***_***@Dell.com if
they should need any further assistance in this matter; *** will be happy to
assist. Sincerely, Executive Support Team Incident ID# ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative *** contacted the customer in regards to his concernsThe representative explained that in order to assist him we would need the service tag and proof of purchaseThe customer provided the proof of purchase but we have been unable to get the service tag informationThe representative apologized and explained that the system was purchased from a retailer so a return is not an optionSincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Customer expressed dissatisfaction with Dell service and support and wants the technical issued resolvedWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the follsubmission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative explained the terms and conditions of the limited hardware warranty www.***As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative assisted the customer with installation of the Operating System on the Solid State Drive and followto confirm resolutionOur representative also provided their contact information and will remain available to assist should the customer need follassistance in this matter
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Complaint: ***
I am rejecting this response because: I paid for a new computer. The first computer did not have hardware. For over six months the Dell business manager insisted that I would not get a replacement. After I contacted you, the Revdex.com, they reluctantly sent me a refurbished computer. The computer has numerous problems: screen slides up and down at will, not always able to control the page with a mouse. The pages are very light, can barely see the words to mention a few of the minor problems.The major problem is that the computer's battery life is shown as only to hours. With such a short battery life, I have little hope for the computer lasting very long. WORST OF ALL, I'VE SPENT OVER $1,AND THEY REFUSE TO GIVE ME A WORKING COMPUTER WITH THE BUNDLE THAT WAS ADVERTISED AT THE TIME OF PURCHASE. I AM GREATLY DISTRESSED. I'VE PACKED THE COMPUTER UP. I CAN'T AFFOR A LAWYER, BUT I WILL CONTINUE TO SEEK HELP. I cannot imagine anyone in their right mind accepting a resolution such as the one *** is offering. A new computer is what I paid for and am waiting to get.
Regards,
*** ***
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 processed back to his Gift Card 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 verify that the refund has been processed as the customer requested He may contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with product and supportWe 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 and the Return PolicyHowever, in the interest of customer satisfaction, a return for order number *** was processedOur records indicate that the credit has been posted to the original form of paymentThey should see this reflected on their next monthly billing statementShould Mr*** have any additional concerns regarding this case, he 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 no longer wish to bother with this useless computerIt has too many problems for me to bother with it any furtherConsumers should be very careful about the lies that are said on TV; they are not trustworthy, they are allowed to say whatever they want to make a saleThis computer is not even a year old yetIt's just a waste of money.
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, is assisting Mr*** in placing an order and will remain engaged until completedWe regret any dissatisfaction Mr*** may have
experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
A Dell representative contacted *** *** and is working with her to achieve an amicable resolution for her concernsOur representative may be reached directly via e-mail at ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meDell has provided the due gift card
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Depot service was provided and the system returned. Ms*** informed our representative, ***; due to personal logistical issues, the system was not shipped
directly to her and she will make arrangements to retrieve the systemShe has no further issues and we regret any dissatisfaction she may have experienced*** remains available and may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate Dell
representative, ***, has been in contact with Ms*** to discuss her issue of multiple technical problems with her computer. *** explained to Ms*** that Dell has stood by the hardware warranty to address and resolved each issue for her. Additionally, since the computer is outside Dell’s return period, a refund is not possible. However, in the interest of customer satisfaction, *** has offered to exchange the computer per the Terms and Conditions of the hardware warranty, which states Dell uses both new and reconditioned parts to build replacement systems, but Ms*** has declined the offer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dell representative, ***, is attempting to reach the customer by phone and email; however, we have not yet been able to discuss the contents of the submission. We remain available to assist and ask that the customer contact our representative at ***_***@Dell.com
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,
Esther Harding
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 apologized for the problemsThe representative an onsite had already been scheduledOnce Dell records indicated onsite had been completed and successful follow up calls by the representative were not returnedWe remain available to assist the customer if neededThe representative can be reached directly by email at *** if the customer has any further concerns
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
A Dell representative is continuing to work with Ms*** to reach an amicable resolution for her concernsOur representative can be reached directly by email at ***
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 replaced the customer’s computer. 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
A Dell representative is working with Mr*** *** to achieve a resolution for his concernsOur representative may be contacted via e-mail at [email protected]
Complaint: ***
I am rejecting this response because:Almost nothing in Dell's most recent response is germane to my complaintIn fact, in its references to weather, "geographical restrictions," and other such irrelevancies, the response was purposefully obfsucatory, especially as Dell has had over a month to resolve the issueThe only relevant part of Dell's response is the assertion that "the performance of service and service response times depend," in part, on "parts availability." Again, they are perfectly willing to allow me to wait for days while they figure out whether they have the part in stockIn contrast to Dell's stalling, my response will be simple and direct: In order for Dell to honor its warranty, the Dell representative to whom I speak must be able to tell me at that moment - not in two or three days - whether he has the part in stockDell has now had over a month to figure out this part of my repairIf the part is in stock, Dell must send out a technician to do the repair in hours(Again, they have had more than enough time to send someone out already.) If the part is not in stock, Dell must make a reasonable, good-faith effort to repair or replace my computer in a reasonable amount of time: a week, let us sayNot a month, two months, or moreTo make this simple I am going to repeat this again: DELL NEEDS TO TELL ME WHETHER THE REPAIR PART IS IN STOCK WHEN I SPEAK TO THEM NEXTThis stipulation is not open for compromise.Dell lives in the era of the database, when information about whether an item is in stock should be at an administrator's fingertipsAny delay in discovering whether my part is available is self-created on Dell's part and is simply not my responsibility. Thank you
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her third party TV, purchased from Dell, replaced We regret any miscommunication which may have occurred and appreciate the
feedback As a convenience to our customers, Dell sells thousands of non-Dell branded products available on Dell’s web site and through promotions Dell provides support for the third party item for thirty days from the invoice date, after which time the third party manufacturer is responsible for warranty coverage for the itemSince the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative told the customer that the TV warranty would need to be addressed by the manufacturer The customer indicated she purchased a warranty with the TV however Dell has no record of that purchase Our representative denied the customer’s request for an exchange from Dell however if the customer is able to provide the order number with which she stated she purchased warranty coverage from Dell, we would be happy to reopen this case to consider any new information the customer may provide The customer may contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint
ID: *** Dear RevDex.com, I am writing on behalf of
Dell Incin response to the complaint filed with your office by the customer,
*** ***. Thank you for providing a
copy of the customer’s submissionOur records indicate the Dell
representative; *** has explained to the customer, if they are dissatisfied
with the Dell equipment and would rather return for a refund, they will need to
discuss a possible return and refund with QVC, the retail company the customer had
purchased their system. If however, the
customer wishes to have the system repaired, we ask that they work with ***
for that repair Dell stands ready to
support the equipment per the Terms and Condition of the Hardware
Warranty. At this time, the customer appears
to be uninterested in the system being repaired by Dell. Please have the customer contact our
representative directly by email at ***_***@Dell.com if
they should need any further assistance in this matter; *** will be happy to
assist. Sincerely, Executive Support Team Incident ID# ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative *** contacted the customer in regards to his concernsThe representative explained that in order to assist him we would need the service tag and proof of purchaseThe customer provided the proof of purchase but we have been unable to get the service tag informationThe representative apologized and explained that the system was purchased from a retailer so a return is not an optionSincerely, Advanced Resolution Group FID # *** Dell