Dear RevDex.com,Thank you for providing a copy of the customer’s submissionMs*** expressed dissatisfaction with communication and processing expectations for a refundWe regret any dissatisfaction she may have experienced and appreciate the feedback providedSince the date of the submission, a Dell representative contacted Ms*** to provide assistanceThe credit has been posted on her Dell account and she should see the refund reflected on her next monthly billing statementOur representative provided contact information and will remain available should Ms*** need follow up assistance in this matter. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative Surendra has followed up with the customerAfter further review it was determined that the system would need to be brought back into the depot and it would be “White Gloved and expeditedThe representative also gave the option of the refurbished exchange which is consistent with the terms of his warrantyWe have included the link for the customer convenience, ***We remain available to assist the customer under the terms of Dell’s Limited Hardware WarrantySincerely, Advanced Resolution Group FID # *** Dell
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
I have gotten in touch with *** and still to no satisfaction. The computer still does not work properly. *** has done nothing to helpI only say that I accept the business response is because she did get in touch with me. The complaint with Dell is still going until they get a new computer, fix or a refund
Regards,
*** ***
Dear Revdex.com,
Our records indicate that Dell representative Prawin contacted the customer confirmed the system is working as designedThe representative requested pictures of the LCD issue the customer was concerned aboutAfter reviewing the pictures it was determined there was no issue with the alignmentPlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this responsebecause, *** *** of the Resolution Center told me that the laptop wasblue, not blue green and they do not offer a blue in the It is just thewrong color skin***, also of the Resolution Center, sent me the purplelaptop before the blue oneHowever, the color was not known by him; he sent itout blind, but did not entertain me with any color choice if he knew itI justcan’t imagine why that happened Headmitted this to me that he didn’t know the colorBy the way, I did not likethe gray and the purple, so *** sent the blue/green laptop, but that againwas not the right colorI believe that he too did not actually see the color.It’s the only explanationI have also wasted sixty-five days in this ordeal,which Dell seems all to slow to remedy and only dictates what they will do aslong as the remedy is their idea, disallowing my choice againAlso, I am sureif you were a six foot two man, years old, or whatever, that you would notaccept a color that you did not pick out yourselfAll I wanted in the firstplace was to have one of the existing laptops I have changed to a color of MYchoice from the choices availableIn addition, I have been without aworking laptop for that time because of the inadequate workmanship of ***
*** *** *** sent to me three times by Dell, leaving me with nothing todo my data recovery on, or anything else for that matterIn fact, the techsblamed the problem on Dell, saying that Dell sent two bad boards when theproblem is probably with *** who refuses to do anything unless Dell authorizesitWhy they screwed up my in the first place I don't know, but I havedone this same work for twenty years and not once have I had trouble like theydid when they were hereBy the way, they sent me the skin for the 5727, whichagain will not work according to Dell on the However, the is off thetable Moreover, after two months thishas caused me much anxiety and a massive waste of timeIs this not importantto anyone? I mean seriously, I have lost considerable revenue potential not tomention the emotional distressJust let me pick the color and send a tech hereto replace the skin on the I don't know how much plainer I can make this.The tech can then take the other parts with them, sending the laptops and theextra skins back to Dell
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsPlease note, the warranty expired on March 3, 2016; therefore, Ms*** purchased an out of
warranty service under order number ***Due to an unresolved issue, our representative processed a Depot service, which was completed on January 18, and the unit was delivered to Ms*** on January 19, under FedEx tracking number ***As a onetime gesture of goodwill and in the interest of customer satisfactions, she was already provided a 10% discount of the repair on January 11, Her request for a full refund of the repair cost was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur 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
Complaint: ***
I am rejecting this response because: This does not address the matter of my laptop being defective upon opening it out the boxI do not want a refund, I offered that as an option. Not selling properly working laptops are foraing the consumers into buying extended warranties and also we are getting refurbished goods not brand newI do not feel comfortable either with this company having my laptop again for the second time for this same issue that they couldn't repair the first timeThere is obviously a larger iasue with this laptop that they appear not to want to cover, not skilled enough to repair the first chance, I gave them they sent back still defective, and my personal information I am uncomfortable with because a tracking app was on my device when it came back that I didnt authorize.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
I have continuously been ignoredMy requests are very reasonable and inline with the company's own policyHowever, they have reasserted their nonexistent actions as grounds for disregarding the appropriate actionsThis company continues to be difficult and the person of contact has been of no assistance
Regards,
*** ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customer. Thank you for providing a copy of the submission
The representative *** did attempt to reach the customer by phone and email. Please
understand the representative will make attempts before closing the caseThe representative can be reached by emailing at ***@Dell.com
Sincerely,
Advanced Resolution Group
***
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 representative reviewed the video the customer providedThe representative offered to troubleshoot to determine if any hardware failures are involved which the customer has declined the offerWe show the system is out of warranty so any support would be a fee based supportShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting *** or for online assistance at ***Sincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsPlease note that Mr*** was unable to provide a valid proof of purchase; therefore, his
request for replacement product was respectfully deniedWe 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
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 the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative explained the terms of sale, limited hardware warranty, and return policy
***Our records show that a replacement order# *** was delivered to Mr*** on April 26, under FedEx tracking# ***As a onetime gesture of goodwill and in the interest of customer satisfaction, a credit for the warranty order# *** has been processed to the original form of paymentOur representative also followwith Mr*** to confirm resolutionHis request for any additional 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 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 contacted the customer regarding the issues described in his correspondenceOur records indicate the replacement system has been delivered and the customer
verified it has been receivedOur representative supplied the customer with shipping labels to return the original systemWe 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
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
After reading Dell's warranty information, I have become aware that refund or exchange is not an option under their warranty. It would appear I have little choice but to accept their solution according to the stated warrantyTo my knowledge as it stands at this time the solution appears to involve having Dell control the computer one more time to go through whatever procedures they choose and at their discretion return it for repair service. Buyer beware...always read warranty information to the letter before buyingDell may use new parts, but often uses parts from returned defective equipment to repair warranty equipmentI can only hope that this time if the laptop is returned for repairs it will function correctly and with new parts used to make repairs
Regards,
*** ***
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 *** ***Our representative has contacted the
customer and, per the terms and conditions of the Sale, respectfully denied the request for a new replacement systemDue to the expired warranty contract, our representative offered, as a goodwill gesture, depot serviceHowever; it was declined and there has been no response to subsequent contact attemptsOur representative remains available should the customer change his mindSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our Dell representative recently made multiple attempts to reach Ms***; however, has not been able to discuss the contents of her correspondenceOur records show
that the necessary credits for order# *** have been processedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by email at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: The computer they manufactured and sold is a lemon. They need to replace or refund end of story. No more technicians, no more attempted repairs. Just replace or refund
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Dear RevDex.com,Thank you for providing a copy of the customer’s submissionMs*** expressed dissatisfaction with communication and processing expectations for a refundWe regret any dissatisfaction she may have experienced and appreciate the feedback providedSince the date of the submission, a Dell representative contacted Ms*** to provide assistanceThe credit has been posted on her Dell account and she should see the refund reflected on her next monthly billing statementOur representative provided contact information and will remain available should Ms*** need follow up assistance in this matter. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative Surendra has followed up with the customerAfter further review it was determined that the system would need to be brought back into the depot and it would be “White Gloved and expeditedThe representative also gave the option of the refurbished exchange which is consistent with the terms of his warrantyWe have included the link for the customer convenience, ***We remain available to assist the customer under the terms of Dell’s Limited Hardware WarrantySincerely, Advanced Resolution Group FID # *** Dell
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
I have gotten in touch with *** and still to no satisfaction. The computer still does not work properly. *** has done nothing to helpI only say that I accept the business response is because she did get in touch with me. The complaint with Dell is still going until they get a new computer, fix or a refund
Regards,
*** ***
Dear Revdex.com,
Our records indicate that Dell representative Prawin contacted the customer confirmed the system is working as designedThe representative requested pictures of the LCD issue the customer was concerned aboutAfter reviewing the pictures it was determined there was no issue with the alignmentPlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this responsebecause, *** *** of the Resolution Center told me that the laptop wasblue, not blue green and they do not offer a blue in the It is just thewrong color skin***, also of the Resolution Center, sent me the purplelaptop before the blue oneHowever, the color was not known by him; he sent itout blind, but did not entertain me with any color choice if he knew itI justcan’t imagine why that happened Headmitted this to me that he didn’t know the colorBy the way, I did not likethe gray and the purple, so *** sent the blue/green laptop, but that againwas not the right colorI believe that he too did not actually see the color.It’s the only explanationI have also wasted sixty-five days in this ordeal,which Dell seems all to slow to remedy and only dictates what they will do aslong as the remedy is their idea, disallowing my choice againAlso, I am sureif you were a six foot two man, years old, or whatever, that you would notaccept a color that you did not pick out yourselfAll I wanted in the firstplace was to have one of the existing laptops I have changed to a color of MYchoice from the choices availableIn addition, I have been without aworking laptop for that time because of the inadequate workmanship of ***
*** *** *** sent to me three times by Dell, leaving me with nothing todo my data recovery on, or anything else for that matterIn fact, the techsblamed the problem on Dell, saying that Dell sent two bad boards when theproblem is probably with *** who refuses to do anything unless Dell authorizesitWhy they screwed up my in the first place I don't know, but I havedone this same work for twenty years and not once have I had trouble like theydid when they were hereBy the way, they sent me the skin for the 5727, whichagain will not work according to Dell on the However, the is off thetable Moreover, after two months thishas caused me much anxiety and a massive waste of timeIs this not importantto anyone? I mean seriously, I have lost considerable revenue potential not tomention the emotional distressJust let me pick the color and send a tech hereto replace the skin on the I don't know how much plainer I can make this.The tech can then take the other parts with them, sending the laptops and theextra skins back to Dell
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsPlease note, the warranty expired on March 3, 2016; therefore, Ms*** purchased an out of
warranty service under order number ***Due to an unresolved issue, our representative processed a Depot service, which was completed on January 18, and the unit was delivered to Ms*** on January 19, under FedEx tracking number ***As a onetime gesture of goodwill and in the interest of customer satisfactions, she was already provided a 10% discount of the repair on January 11, Her request for a full refund of the repair cost was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur 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
Complaint: ***
I am rejecting this response because: This does not address the matter of my laptop being defective upon opening it out the boxI do not want a refund, I offered that as an option. Not selling properly working laptops are foraing the consumers into buying extended warranties and also we are getting refurbished goods not brand newI do not feel comfortable either with this company having my laptop again for the second time for this same issue that they couldn't repair the first timeThere is obviously a larger iasue with this laptop that they appear not to want to cover, not skilled enough to repair the first chance, I gave them they sent back still defective, and my personal information I am uncomfortable with because a tracking app was on my device when it came back that I didnt authorize.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
I have continuously been ignoredMy requests are very reasonable and inline with the company's own policyHowever, they have reasserted their nonexistent actions as grounds for disregarding the appropriate actionsThis company continues to be difficult and the person of contact has been of no assistance
Regards,
*** ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customer. Thank you for providing a copy of the submission
The representative *** did attempt to reach the customer by phone and email. Please
understand the representative will make attempts before closing the caseThe representative can be reached by emailing at ***@Dell.com
Sincerely,
Advanced Resolution Group
***
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 representative reviewed the video the customer providedThe representative offered to troubleshoot to determine if any hardware failures are involved which the customer has declined the offerWe show the system is out of warranty so any support would be a fee based supportShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting *** or for online assistance at ***Sincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsPlease note that Mr*** was unable to provide a valid proof of purchase; therefore, his
request for replacement product was respectfully deniedWe 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
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 the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative explained the terms of sale, limited hardware warranty, and return policy
***Our records show that a replacement order# *** was delivered to Mr*** on April 26, under FedEx tracking# ***As a onetime gesture of goodwill and in the interest of customer satisfaction, a credit for the warranty order# *** has been processed to the original form of paymentOur representative also followwith Mr*** to confirm resolutionHis request for any additional 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 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 contacted the customer regarding the issues described in his correspondenceOur records indicate the replacement system has been delivered and the customer
verified it has been receivedOur representative supplied the customer with shipping labels to return the original systemWe 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
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
After reading Dell's warranty information, I have become aware that refund or exchange is not an option under their warranty. It would appear I have little choice but to accept their solution according to the stated warrantyTo my knowledge as it stands at this time the solution appears to involve having Dell control the computer one more time to go through whatever procedures they choose and at their discretion return it for repair service. Buyer beware...always read warranty information to the letter before buyingDell may use new parts, but often uses parts from returned defective equipment to repair warranty equipmentI can only hope that this time if the laptop is returned for repairs it will function correctly and with new parts used to make repairs
Regards,
*** ***
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 *** ***Our representative has contacted the
customer and, per the terms and conditions of the Sale, respectfully denied the request for a new replacement systemDue to the expired warranty contract, our representative offered, as a goodwill gesture, depot serviceHowever; it was declined and there has been no response to subsequent contact attemptsOur representative remains available should the customer change his mindSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our Dell representative recently made multiple attempts to reach Ms***; however, has not been able to discuss the contents of her correspondenceOur records show
that the necessary credits for order# *** have been processedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by email at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: The computer they manufactured and sold is a lemon. They need to replace or refund end of story. No more technicians, no more attempted repairs. Just replace or refund
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***