Tell us why here...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 confirmed the credit amount for the software has been postedPlease have the customer contact the representative by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
We regret that the customer experienced an issue with his mouse Should he feel like it is a technical issue that needs to be addressed, he can contact our technical support representatives at ###-###-####Alternatively he may contact our representative at ***_***@Dell.com should he need further assistance in this matter
Today’s Date: 01/22/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceThe
customer states they were the victim of tech support fraud and would like to return the system for a refundAt this time the agent has completed the customers creditDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . 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 concernsOur representative worked with our gift card department to resolve this matterOur representative
informed Mr*** of the terms and conditions of gift cards
***Please note that the gift cards in question are considered invalid; therefore, they are not replaceable or returnableWe suggest that Mr*** contact the place of purchase for any additional clarificationWe 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
Today’s Date: 11/10/2015 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** **, to address the contents of their correspondenceWe thank the
customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding receipt of unwanted marketing materialWe appreciate your taking the time to bring this matter to our attentionI assure you we take matters like this very seriously and have initiated an
investigationDue to that investigation it was found that some of our gift card information was mistakenly sent to ***At this time Dell is working with *** to identify the customers and taking corrective actionThe customers’ information has not been reported to any of the credit bureausDell representative, ***, contacted the customer and confirmed this information with the customerIf the customer has any future 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 her computer replaced or a refund We regret any dissatisfaction she may have experienced and appreciate the feedback
provided Dell has a thirty (30) day Return Period and, as the order invoiced during 2015, a refund would not be an option Per the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit technical issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms Since the date of the submission, a Dell representative contacted the customer to discuss her concerns and, for customer satisfaction reasons, assisted in locating a system configuration that the customer found acceptable Our representative processed a service dispatch to send an exchange computer which has since been delivered 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 customerDells position remains the same and no further contact will be madeUnder further investigation we have identified that the gift card was reissuedWe show the customer used it to purchase order *** invoiced on 2/18/So no additional gift cards are due this customer and Dell considers this matter closedWe ask that he contact the representative at ***@Dell.com for any further assistance regarding this matter
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and, as a onetime goodwill gesture, dispatched the promised recovery softwareOur records indicate the order has been
deliveredWe regret any dissatisfaction he may have experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Complaint: ***
I am rejecting this response because: Dell does not say why don't qualify for rebate card that was offered onlineThey only say called and told don't qualify by rebate department because listed I returned the TVI never returned buy stated would if don't get the full offerI was told on May and that it was taken care of and can expect in email but never gotWhy do not qualify which is what asked rep and she could not answer why?
Regards,
*** ***
Dear Revdex.com,
As Dell’s stance in this matter remains unchanged, no further attempt has been made to contact the customerCustomer purchased system from retailer and will need to work with the retailer directly if she wishes to have a refundDell can dictate how the store address the issue in regards to refund but Dell has supported the system under the terms and condition of the warranty
Advanced Resolution Group
Incident
*** Dell Inc
Complaint Details
$Dell Inspiron
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDell representative contacted the customer confirming a return has been authorized and arranged pick upThe representative has noted the customer feedback for the Dell management staff and confirmed credit has
postedShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID: *** Dell
Today’s Date: 01/14/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceThe
customer states technical concerns with playing DVDsAt this time the customer received the DVD playing software and informed the agent the matter has been addressedWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions or concerns in the matter. 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 concernsAfter further review, our representative processed a replacement unitOur records show that the
replacement order# *** was delivered to Ms*** on February 3rd, under FedEx Tracking# ***Our representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at ***_***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,Executive Support Team Incident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:I was offered a $gift certificate for opening a Dell credit accountI used my $but have never received the order
Regards,
*** * ***
Complaint: ***
I am rejecting this response because: I have not yet received a refund for this order. I will accept this issue as closed as soon as I see the refund post to my bank account
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionPlease note that the representative also verified system configuration under order# *** / service tag# *** and confirmed that Mr*** received what was ordered; therefore, his request for a replacement unit with upgrades was respectfully deniedThe customer is welcome to go back to the retailer to discuss the configuration and return optionsRegarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedOur representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***I am rejecting this response because:Regards,*** ***
I don't know what there is that I can do to sway Dell. Their response does show how greedy and uncaring Dell can be in regards to the low income community. However I can start asking my customers to buy other brands of computers and stay away from Dell. But then I'm sure that the greed will rear it's ugly head again
I'm a low income disabled person myself so I know how hard it is for some people to get their computers fixed at a reasonable price that they can afford. I have been known to fix a low income person's computer for free when they did not have any money and they had a family to feed
Sincerely,
*** ***
*** ** ***
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 new computer We regret any dissatisfaction he may have experienced and appreciate the feedback provided Per the
terms and conditions of Dell’s Limited Hardware Warranty, systems which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers as described in the terms Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist in resolving the technical issues Our representative, for customer satisfaction reasons, offered to process an on-site service dispatch or a certified refurbished full system exchange Due to a backlogged part which would delay on-site service, the customer has been sent an exchange computer per the terms of the warranty The customer may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Dell has made attempts to contact me during my work hoursI work in a hospital and unable to accept private phone calls during my business hoursJust because they attempted to respond to the complaint I filed and were unsuccessful in reaching me does not absolve them of their wrongdoing in the first placeThe matter is not resolvedI have made in excess of 10+ phone calls to Dell and the only reply I have received is after I filed the Revdex.com complaintThe matter is not resolved
Regards,
*** ***
Tell us why here...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 confirmed the credit amount for the software has been postedPlease have the customer contact the representative by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
We regret that the customer experienced an issue with his mouse Should he feel like it is a technical issue that needs to be addressed, he can contact our technical support representatives at ###-###-####Alternatively he may contact our representative at ***_***@Dell.com should he need further assistance in this matter
Today’s Date: 01/22/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceThe
customer states they were the victim of tech support fraud and would like to return the system for a refundAt this time the agent has completed the customers creditDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . 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 concernsOur representative worked with our gift card department to resolve this matterOur representative
informed Mr*** of the terms and conditions of gift cards
***Please note that the gift cards in question are considered invalid; therefore, they are not replaceable or returnableWe suggest that Mr*** contact the place of purchase for any additional clarificationWe 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
Today’s Date: 11/10/2015 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** **, to address the contents of their correspondenceWe thank the
customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding receipt of unwanted marketing materialWe appreciate your taking the time to bring this matter to our attentionI assure you we take matters like this very seriously and have initiated an
investigationDue to that investigation it was found that some of our gift card information was mistakenly sent to ***At this time Dell is working with *** to identify the customers and taking corrective actionThe customers’ information has not been reported to any of the credit bureausDell representative, ***, contacted the customer and confirmed this information with the customerIf the customer has any future 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 her computer replaced or a refund We regret any dissatisfaction she may have experienced and appreciate the feedback
provided Dell has a thirty (30) day Return Period and, as the order invoiced during 2015, a refund would not be an option Per the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit technical issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms Since the date of the submission, a Dell representative contacted the customer to discuss her concerns and, for customer satisfaction reasons, assisted in locating a system configuration that the customer found acceptable Our representative processed a service dispatch to send an exchange computer which has since been delivered 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 customerDells position remains the same and no further contact will be madeUnder further investigation we have identified that the gift card was reissuedWe show the customer used it to purchase order *** invoiced on 2/18/So no additional gift cards are due this customer and Dell considers this matter closedWe ask that he contact the representative at ***@Dell.com for any further assistance regarding this matter
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and, as a onetime goodwill gesture, dispatched the promised recovery softwareOur records indicate the order has been
deliveredWe regret any dissatisfaction he may have experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Complaint: ***
I am rejecting this response because: Dell does not say why don't qualify for rebate card that was offered onlineThey only say called and told don't qualify by rebate department because listed I returned the TVI never returned buy stated would if don't get the full offerI was told on May and that it was taken care of and can expect in email but never gotWhy do not qualify which is what asked rep and she could not answer why?
Regards,
*** ***
Dear Revdex.com,
As Dell’s stance in this matter remains unchanged, no further attempt has been made to contact the customerCustomer purchased system from retailer and will need to work with the retailer directly if she wishes to have a refundDell can dictate how the store address the issue in regards to refund but Dell has supported the system under the terms and condition of the warranty
Advanced Resolution Group
Incident
*** Dell Inc
Complaint Details
$Dell Inspiron
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDell representative contacted the customer confirming a return has been authorized and arranged pick upThe representative has noted the customer feedback for the Dell management staff and confirmed credit has
postedShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID: *** Dell
Today’s Date: 01/14/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceThe
customer states technical concerns with playing DVDsAt this time the customer received the DVD playing software and informed the agent the matter has been addressedWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions or concerns in the matter. 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 concernsAfter further review, our representative processed a replacement unitOur records show that the
replacement order# *** was delivered to Ms*** on February 3rd, under FedEx Tracking# ***Our representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at ***_***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,Executive Support Team Incident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:I was offered a $gift certificate for opening a Dell credit accountI used my $but have never received the order
Regards,
*** * ***
Complaint: ***
I am rejecting this response because: I have not yet received a refund for this order. I will accept this issue as closed as soon as I see the refund post to my bank account
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionPlease note that the representative also verified system configuration under order# *** / service tag# *** and confirmed that Mr*** received what was ordered; therefore, his request for a replacement unit with upgrades was respectfully deniedThe customer is welcome to go back to the retailer to discuss the configuration and return optionsRegarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedOur representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***I am rejecting this response because:Regards,*** ***
I don't know what there is that I can do to sway Dell. Their response does show how greedy and uncaring Dell can be in regards to the low income community. However I can start asking my customers to buy other brands of computers and stay away from Dell. But then I'm sure that the greed will rear it's ugly head again
I'm a low income disabled person myself so I know how hard it is for some people to get their computers fixed at a reasonable price that they can afford. I have been known to fix a low income person's computer for free when they did not have any money and they had a family to feed
Sincerely,
*** ***
*** ** ***
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 new computer We regret any dissatisfaction he may have experienced and appreciate the feedback provided Per the
terms and conditions of Dell’s Limited Hardware Warranty, systems which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers as described in the terms Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist in resolving the technical issues Our representative, for customer satisfaction reasons, offered to process an on-site service dispatch or a certified refurbished full system exchange Due to a backlogged part which would delay on-site service, the customer has been sent an exchange computer per the terms of the warranty The customer may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Dell has made attempts to contact me during my work hoursI work in a hospital and unable to accept private phone calls during my business hoursJust because they attempted to respond to the complaint I filed and were unsuccessful in reaching me does not absolve them of their wrongdoing in the first placeThe matter is not resolvedI have made in excess of 10+ phone calls to Dell and the only reply I have received is after I filed the Revdex.com complaintThe matter is not resolved
Regards,
*** ***