Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, respectfully denied Mr***’s request for service and advised him the information provided is not sufficient to confirm ownership***
advised Mr*** he will need to provide a copy of the invoice to initiate serviceMr*** requested no further contact from Dell and disconnected the callWe regret the dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell experience, *** remains available and may be contacted via email at ***@Dell.com
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 records show that a replacement AC-Adapter has been processedOur representative also followed-up
with Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him 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 Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident 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 cracked TV screenOur representative explained the terms of sale, return policy, and limited warranty
Please note that Mr*** did not purchase accidental coverage at the point of original purchase, which was on September 17th, 2015; therefore, his request for a replacement was respectfully deniedHe was referred to TV manufacturer for further supportWe 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 TeamIncident 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 concernsAfter further review, a replacement unit was processed, which was delivered to him on August 14th, Optical drive order is still being processedOur representative will also follwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of the Limited Hardware Warranty and our other policiesOur representative may be contacted directly by email at ***, in case Mr*** has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: *** Dell Inc
Complaint: ***
I am rejecting this response because: It has been about a week we have the machine back and we are having the same problem again , the keyboard is not working correctlyThe keys are not working
Regards,
*** ***
Complaint: ***
I am rejecting this response because: the resolution is unsatisfactoryDell is guilty of bait-and-switch tactics and will not resolve the matter to my satisfaction
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 submissionOur records indicate
Dell
representative, *** *** has confirmed from our internal documentation, Dell
has already addressed Ms***’s concerns and she has been given a refund of the
support fee. Dell was happy to do this
for the customer. 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
Monday, October 30,
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with communication and processing expectations for their Dell order(s) and wants a refundWe 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 worked with the credit verification department to resolve this matterOur records indicate that all the necessary credits have been posted to the original form of paymentFurthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, a partial account credit and a month warranty extension were providedOur representative also followto confirm resolutionShould Mr*** have any additional concerns regarding this case, he can reach out to our representative at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a Dell order and wants to be contacted by a representative from Dell’s corporate offices We regret any
miscommunication which may have occurred and appreciate the feedback Dell makes every effort to avoid errors in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell In this case, it appears the volume of orders for this specific “ready to ship” computer exceeded Dell’s supply and the customer’s order was delayed due to a backlog in the components necessary to build additional computers All of Dell’s representatives, regardless of location, utilize the same tools and processes to resolve customer issues As Dell is a global company, our representatives are located in different geographical locations and we do not have a policy in place under which the customer can be provided representative contact from a specific location Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative explained there would be a delay in shipping the order due to the backlog and the customer requested that the order be cancelled 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
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate the customer was provided the option of assistances in placing the order for the additional memory sticks which he declinedThe customer has also been provided the option to return the system for full creditAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer reconsider, we ask that they contact our representative within ten (10) days from the date of this response for any further assistance they may need regarding this matter
Sincerely,
Advanced Resolution Group
FID # ***
Dell
Complaint: ***
I am rejecting this response because:Dell stated that "the refunds have been credited to the customer’s Dell account and he should see it reflected during the next billing cycle." I received a voicemail and email from *** *** stating the same thing I am now in the next billing cycle and to date have only received one of the $credits The second credit promised in the response has not yet posted to my account. I have both called and emailed *** *** (***@Dell.com) to inquire when the second credit will post to my account and have not received a reply. Thank you again for your assistance on this matter
Regards,
*** ***
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 explained the terms of sale, the Limited Hardware Warranty and the return
policy
***
***
***
Mr*** stated that they found the Microsoft Office product key card and had a third party install all the softwarePlease note that our representative also confirmed system functionality
Mr***’s request for refund and compensation was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:The question regarding my review of the power companion is still being evaded I have submitted a new review and want it to be published If it cannot be I will publish the review in a review of dell on the Revdex.com and any 3rd party source I can find So please, stop evading this issue
Regards,
*** ***
Dear Revdex.com, Dell records indicate that both depot service and remote diagnostics confirm the system is working as designedAdditionally the customer is outside of the refund period and we ask that the customer work within the terms of the warranty that will address any hardware issues that may ariseDells position remains the same and we consider this matter closedSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted the customer regarding the issues described in his correspondenceA credit was applied to the original order and our records indicate it has been
applied to the original form of payment. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at ***@Dell.com 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 concernsOur representative informed him that the Security cable slot is a second generation standard and
referred him to compatible security lock manufacturer for further specifications.***
Our representative also explained the terms and conditions of malimited hardware warranty, which expired on February 11,
***
As a onetime gesture of goodwill and in the interest of customer satisfaction, an onsite service was offered; however, Mr*** elected not to accept our offer of assistanceHis request for a replacement unit was respectfully deniedWe 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,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 Dell’s limited hardware warranty, which
dictates that software issues are not covered under the warrantyAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered technical assistance; however, Ms*** stated that the issue has been resolvedWe 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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative recently contacted Mr*** regarding his concerns and explained the terms of the limited hardware warranty
***
As per the terms of the warranty, our representative processed a Depot service, which was completed on February 7, and the unit was delivered to Mr*** on February 9, under FedEx tracking number ***Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s limited hardware warranty and our other policies.Our representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I am not willing to close this case as the credit still has NOT been posted to my Visa accountThe Dell representative has called me twice and told me that the refund had been madeHowever, it was not refunded to my credit card
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, respectfully denied Mr***’s request for service and advised him the information provided is not sufficient to confirm ownership***
advised Mr*** he will need to provide a copy of the invoice to initiate serviceMr*** requested no further contact from Dell and disconnected the callWe regret the dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell experience, *** remains available and may be contacted via email at ***@Dell.com
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 records show that a replacement AC-Adapter has been processedOur representative also followed-up
with Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him 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 Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident 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 cracked TV screenOur representative explained the terms of sale, return policy, and limited warranty
Please note that Mr*** did not purchase accidental coverage at the point of original purchase, which was on September 17th, 2015; therefore, his request for a replacement was respectfully deniedHe was referred to TV manufacturer for further supportWe 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 TeamIncident 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 concernsAfter further review, a replacement unit was processed, which was delivered to him on August 14th, Optical drive order is still being processedOur representative will also follwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of the Limited Hardware Warranty and our other policiesOur representative may be contacted directly by email at ***, in case Mr*** has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: *** Dell Inc
Complaint: ***
I am rejecting this response because: It has been about a week we have the machine back and we are having the same problem again , the keyboard is not working correctlyThe keys are not working
Regards,
*** ***
Complaint: ***
I am rejecting this response because: the resolution is unsatisfactoryDell is guilty of bait-and-switch tactics and will not resolve the matter to my satisfaction
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 submissionOur records indicate
Dell
representative, *** *** has confirmed from our internal documentation, Dell
has already addressed Ms***’s concerns and she has been given a refund of the
support fee. Dell was happy to do this
for the customer. 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
Monday, October 30,
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with communication and processing expectations for their Dell order(s) and wants a refundWe 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 worked with the credit verification department to resolve this matterOur records indicate that all the necessary credits have been posted to the original form of paymentFurthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, a partial account credit and a month warranty extension were providedOur representative also followto confirm resolutionShould Mr*** have any additional concerns regarding this case, he can reach out to our representative at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a Dell order and wants to be contacted by a representative from Dell’s corporate offices We regret any
miscommunication which may have occurred and appreciate the feedback Dell makes every effort to avoid errors in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell In this case, it appears the volume of orders for this specific “ready to ship” computer exceeded Dell’s supply and the customer’s order was delayed due to a backlog in the components necessary to build additional computers All of Dell’s representatives, regardless of location, utilize the same tools and processes to resolve customer issues As Dell is a global company, our representatives are located in different geographical locations and we do not have a policy in place under which the customer can be provided representative contact from a specific location Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative explained there would be a delay in shipping the order due to the backlog and the customer requested that the order be cancelled 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
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate the customer was provided the option of assistances in placing the order for the additional memory sticks which he declinedThe customer has also been provided the option to return the system for full creditAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer reconsider, we ask that they contact our representative within ten (10) days from the date of this response for any further assistance they may need regarding this matter
Sincerely,
Advanced Resolution Group
FID # ***
Dell
Complaint: ***
I am rejecting this response because:Dell stated that "the refunds have been credited to the customer’s Dell account and he should see it reflected during the next billing cycle." I received a voicemail and email from *** *** stating the same thing I am now in the next billing cycle and to date have only received one of the $credits The second credit promised in the response has not yet posted to my account. I have both called and emailed *** *** (***@Dell.com) to inquire when the second credit will post to my account and have not received a reply. Thank you again for your assistance on this matter
Regards,
*** ***
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 explained the terms of sale, the Limited Hardware Warranty and the return
policy
***
***
***
Mr*** stated that they found the Microsoft Office product key card and had a third party install all the softwarePlease note that our representative also confirmed system functionality
Mr***’s request for refund and compensation was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:The question regarding my review of the power companion is still being evaded I have submitted a new review and want it to be published If it cannot be I will publish the review in a review of dell on the Revdex.com and any 3rd party source I can find So please, stop evading this issue
Regards,
*** ***
Dear Revdex.com, Dell records indicate that both depot service and remote diagnostics confirm the system is working as designedAdditionally the customer is outside of the refund period and we ask that the customer work within the terms of the warranty that will address any hardware issues that may ariseDells position remains the same and we consider this matter closedSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted the customer regarding the issues described in his correspondenceA credit was applied to the original order and our records indicate it has been
applied to the original form of payment. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at ***@Dell.com 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 concernsOur representative informed him that the Security cable slot is a second generation standard and
referred him to compatible security lock manufacturer for further specifications.***
Our representative also explained the terms and conditions of malimited hardware warranty, which expired on February 11,
***
As a onetime gesture of goodwill and in the interest of customer satisfaction, an onsite service was offered; however, Mr*** elected not to accept our offer of assistanceHis request for a replacement unit was respectfully deniedWe 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,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 Dell’s limited hardware warranty, which
dictates that software issues are not covered under the warrantyAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered technical assistance; however, Ms*** stated that the issue has been resolvedWe 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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative recently contacted Mr*** regarding his concerns and explained the terms of the limited hardware warranty
***
As per the terms of the warranty, our representative processed a Depot service, which was completed on February 7, and the unit was delivered to Mr*** on February 9, under FedEx tracking number ***Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s limited hardware warranty and our other policies.Our representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I am not willing to close this case as the credit still has NOT been posted to my Visa accountThe Dell representative has called me twice and told me that the refund had been madeHowever, it was not refunded to my credit card
Regards,
*** ***