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 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 Dell has a thirty (30)
day Return Period and, as the order invoiced during July, 2015, a refund would not be an option Dell records indicate the systems include warranty support which ends July 29, Since the date of the submission, a Dell representative contacted the customer and denied the return request but offered assistance with the technical issues The customer declined and indicated he would contact technical support at a later date and was provided contact information Should he reconsider and want our representative’s assistance, we ask that he contact the representative at ***@Dell.com 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 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 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 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 with an exchange unit. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of our last response, our records indicate a Dell representative remained engaged to provide assistance to reach final resolution Upon follow up, our representative verified with the customer that he has received a full refund 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:In the term of dell gift card it just says "cannot be used to purchase dell gift card", understand this and this explains why my order was canceledBut, it never says if purchasing gift card with gift card, "Gift Card funds will be forfeited" in their termSo dell should refund me the money back ASAP.
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfactions, product return for order# *** was processedPlease
note that the credit has been posted to the original form of paymentOur 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,
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 account verification team to resolve this matterOur
records show that a refund for warranty order# *** has been posted to the original form of paymentPlease note that as a gesture of goodwill and in the interest of customer satisfaction, credit for the late fees also has been processed and his Dell Preferred Account balance is zero, ($0.00)Furthermore, the account has been closed as requestedHis credit history has not been affected by this transactionDue to our return policy, his refund request for order# *** was respectfully deniedOur representative 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 via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
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 authorized the correct power cords sent to the customer. We certainly do apologize for any frustration or inconvenience this matter may have caused our customer. In the interest of customer satisfaction, *** has provided the customer with a concession. 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
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 the retailer not only has the same price on their site at this moment they actually have t cheaper.I spoke to dell and told them I feel this is a cheap scam to get updated customer info for spamming purposes *** said he would remove my name from their spam mailings list but it would take 3-weeks.Below is a link where del has the same items listed cheaper than I purchased t last week DELL SHOULD HONOR THIS PRICE ***
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I had to contact tech support today for the very same problem that I had on my old computer I was on with this person for about hour I will have to start paying for that time here in the next few weeks as my warranty will expire The warranty on the old computer which I no longer have I have a new machine and should have a new warrantyespecially since I am having the same issues with this new machine and it has NOTHING to do with anything on my end The techs have told me that numerous times.I received a call last Thurs (3-3-16) about pm from a guy who said his name was *** (he gave his ID # as ***) I told him I was busy and asked if he could call back in about hours He agreed but no call ever cameand still hasn't as of this morning since I am having this problem again I initiated a new call to tech support why does Dell make promises that don't keep and lie to their customers? I have left several emails with this contact that is listed on this report He has not contacted me back either. I want this months of support to help with these on-going problems and the fact that Dell's customer service is so bad!
Regards,
*** ***
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,
*** ***
Complaint: ***
I am rejecting this response because: A resolution HAS been reached, however Dell has failed to follow throughOn January 8, I was told in an email that I would get refunds for both tabletsAs of March we finally received a total refund on ONE tabletWe are still owed complete refund for second tabletWhy has it taken 1/months for less than $in refunds?Please just follow through with complete refundI have been told multiple times that the full refund was issued but my account shows a different story
Regards,
*** ***
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
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,
*** ***
Complaint: ***
I am rejecting this response because: As has become more common than not, company techs and reps throughout this process have stated untruths and, in cases where there just was no reasonable response to my questions or statements, they were just totally ignoredIn this case, Dell rep states that "follow up calls" [to me] "were not returned." There has been NO contact originating from Dell via phone, email or through the Revdex.com since my last Revdex.com response to Dell on April So it took yet another email from me after waiting two weeks to follow up. My last email and subsequent Revdex.com contact two weeks ago clearly stated why Dell's last offer at resolution was unacceptableYET, I DID PROVIDE AN ADDENDUM STATING THAT IF DELL WOULD STAND BEHIND A REFURBISHED COMPUTER AND PROVIDE ME WITH SOME ASSURANCE THAT I WOULDN'T WIND UP WITH ANOTHER LEMON, THERE WAS ROOM FOR DISCUSSIONOF COURSE, THE REPLACEMENT MUST CONTAIN THE EXACT SPECS I PURCHASED AND NOT JUST BE A SITUATION WHERE DELL PASSES OFF ANOTHER ONE OF THEIR RETURNED UNREPAIRABLE LEMONS JUST TO BE RID OF THIS MATTERIT IS REASONABLE THAT A BILLION DOLLAR COMPANY LIKE DELL IS WILLING TO "BET" ON THE QUALITY OF THEIR PRODUCT. I AWAIT A TIMELY RESPONSE
Regards,
*** ***
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
experienceThe representative *** contacted the customer explained that what he saw was a pricing errorThe order that he was charged for was the price of only the standThe representative offered a 10% discount on the monitor order which the customer declinedThe representative provided a return authorization number with a prepaid return shipping labelPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** 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 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 Dell has a thirty (30)
day Return Period and, as the order invoiced during July, 2015, a refund would not be an option Dell records indicate the systems include warranty support which ends July 29, Since the date of the submission, a Dell representative contacted the customer and denied the return request but offered assistance with the technical issues The customer declined and indicated he would contact technical support at a later date and was provided contact information Should he reconsider and want our representative’s assistance, we ask that he contact the representative at ***@Dell.com 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 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 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 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 with an exchange unit. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of our last response, our records indicate a Dell representative remained engaged to provide assistance to reach final resolution Upon follow up, our representative verified with the customer that he has received a full refund 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:In the term of dell gift card it just says "cannot be used to purchase dell gift card", understand this and this explains why my order was canceledBut, it never says if purchasing gift card with gift card, "Gift Card funds will be forfeited" in their termSo dell should refund me the money back ASAP.
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfactions, product return for order# *** was processedPlease
note that the credit has been posted to the original form of paymentOur 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,
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 account verification team to resolve this matterOur
records show that a refund for warranty order# *** has been posted to the original form of paymentPlease note that as a gesture of goodwill and in the interest of customer satisfaction, credit for the late fees also has been processed and his Dell Preferred Account balance is zero, ($0.00)Furthermore, the account has been closed as requestedHis credit history has not been affected by this transactionDue to our return policy, his refund request for order# *** was respectfully deniedOur representative 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 via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
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 authorized the correct power cords sent to the customer. We certainly do apologize for any frustration or inconvenience this matter may have caused our customer. In the interest of customer satisfaction, *** has provided the customer with a concession. 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
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 the retailer not only has the same price on their site at this moment they actually have t cheaper.I spoke to dell and told them I feel this is a cheap scam to get updated customer info for spamming purposes *** said he would remove my name from their spam mailings list but it would take 3-weeks.Below is a link where del has the same items listed cheaper than I purchased t last week DELL SHOULD HONOR THIS PRICE ***
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I had to contact tech support today for the very same problem that I had on my old computer I was on with this person for about hour I will have to start paying for that time here in the next few weeks as my warranty will expire The warranty on the old computer which I no longer have I have a new machine and should have a new warrantyespecially since I am having the same issues with this new machine and it has NOTHING to do with anything on my end The techs have told me that numerous times.I received a call last Thurs (3-3-16) about pm from a guy who said his name was *** (he gave his ID # as ***) I told him I was busy and asked if he could call back in about hours He agreed but no call ever cameand still hasn't as of this morning since I am having this problem again I initiated a new call to tech support why does Dell make promises that don't keep and lie to their customers? I have left several emails with this contact that is listed on this report He has not contacted me back either. I want this months of support to help with these on-going problems and the fact that Dell's customer service is so bad!
Regards,
*** ***
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,
*** ***
Complaint: ***
I am rejecting this response because: A resolution HAS been reached, however Dell has failed to follow throughOn January 8, I was told in an email that I would get refunds for both tabletsAs of March we finally received a total refund on ONE tabletWe are still owed complete refund for second tabletWhy has it taken 1/months for less than $in refunds?Please just follow through with complete refundI have been told multiple times that the full refund was issued but my account shows a different story
Regards,
*** ***
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
Complaint: ***
I am rejecting this response because:they never offered to replace the the product or us is it working properly
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,
*** ***
Complaint: ***
I am rejecting this response because: As has become more common than not, company techs and reps throughout this process have stated untruths and, in cases where there just was no reasonable response to my questions or statements, they were just totally ignoredIn this case, Dell rep states that "follow up calls" [to me] "were not returned." There has been NO contact originating from Dell via phone, email or through the Revdex.com since my last Revdex.com response to Dell on April So it took yet another email from me after waiting two weeks to follow up. My last email and subsequent Revdex.com contact two weeks ago clearly stated why Dell's last offer at resolution was unacceptableYET, I DID PROVIDE AN ADDENDUM STATING THAT IF DELL WOULD STAND BEHIND A REFURBISHED COMPUTER AND PROVIDE ME WITH SOME ASSURANCE THAT I WOULDN'T WIND UP WITH ANOTHER LEMON, THERE WAS ROOM FOR DISCUSSIONOF COURSE, THE REPLACEMENT MUST CONTAIN THE EXACT SPECS I PURCHASED AND NOT JUST BE A SITUATION WHERE DELL PASSES OFF ANOTHER ONE OF THEIR RETURNED UNREPAIRABLE LEMONS JUST TO BE RID OF THIS MATTERIT IS REASONABLE THAT A BILLION DOLLAR COMPANY LIKE DELL IS WILLING TO "BET" ON THE QUALITY OF THEIR PRODUCT. I AWAIT A TIMELY RESPONSE
Regards,
*** ***
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
experienceThe representative *** contacted the customer explained that what he saw was a pricing errorThe order that he was charged for was the price of only the standThe representative offered a 10% discount on the monitor order which the customer declinedThe representative provided a return authorization number with a prepaid return shipping labelPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc