Complaint: ***I am rejecting this response because:Currently two persistent issues remain unresolved with the XPS 8700: (1) the workstation transitions into a sleep mode consistent with System Settings, rebooting each time (closing all open applications and losing all unsaved data) whenever awake call is executed from the keyboard or mouse; and (2) the wireless performance remains far below the capability of the Intel wireless card and the Mbs speed provided by my ISP. To resolve these issues and the complaint logged with the Austin, Revdex.com, I am agreeing to allow the Advanced Resolution Team to continue Dell engineer-based test and analysis procedures to determine the root cause(s) of the existing system issues and develop and successfully implement solutions consistent with Dell’s Limited Hardware warranties included in the purchase. These solutions may include onsite replacement of one or more equipment components included in the current system configuration for Service Tag ***. As requested by Dell in responses to the Revdex.com complaint, I sent several communications since Dec 15, both e-mail and voicemail, to Ms*** *** and separately, also the Advanced/Executive Resolution Team As requested by Dell, I will accept continuing to work with Ms***. However, if appropriate and acceptable, it may be more beneficial to assign a new Advanced Resolution Team associate to the case who may be able to provide a different analysis perspective toward solution of the issues that remain
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
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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsThe representative explained the terms and conditions of limited hardware warranty
***Please note that our representative offered technical assistance, as well as, depot service; however, Mr*** elected not to accept our offer of assistanceFurthermore, the product was purchased from a third party vendor; therefore, returns are governed by the policies of the retailer where the Product was purchasedHis request for a new upgraded replacement, refund or 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: ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has contacted the customer and assisted him in updating his tax exemption paperworkA credit has been applied to the original form of paymentWe regret any
dissatisfaction which may have been experienced and appreciate the feedback provided
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Dear Revdex.com,Thank you for the opportunity to
address the correspondence submitted by *** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative provided technical support and the customer verifies the issues have been resolved. 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 ***. Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:The information in the company's response is blatantly falseThe Dell representative (***) continues to make statements to try and make this go awayI explicitly told him multiple times on the phone that I DID NOT accept the resolution of sending the system to the service depot, and I never requested (by any stretch of the imagination) that no further contact be made, as *** statesThis response only reinforces the company's use of deceptive and statements and tactics to try and avoid any responsibility for selling a fundamentally broken productFurther, the Dell representative (***) has on multiple occasions (via phone) used demeaning and bullying language to try to get me to agree to a resolution that I repeatedly have to tell him I will not acceptI DO NOT accept this response and will continue to pursue what I feel is a fair resolution, and will separately pursue further action around the bullying tactics Dell has used to try to get me to agree to their preferred resolution which leaves me no better off
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,
*** ***
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,
Mr*** ***. Thank you for
providing a copy of the customer’s submissionOur records indicate the
Dell
representative; *** *** has authorized a new system exchange to resolve the
technical problems Mr*** was having with his original computer. The customer received the new computer on Tuesday,
October 20, and he has reported to Ms*** the system is working to his
complete satisfaction. 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, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and, per the terms and conditions of the Sale, respectfully denied the request for a new system replacementOur representative
offered a replacement system per the terms and conditions of the Dell Limited Hardware Warranty, however; it was declinedOur representative remains available to assist, should the customer change his mind
Sincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
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
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
Now I'm waiting for working laptop from Dell. Thank you for help!
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
experienceDell representative, ***, contacted the customer and apologized for the problemsThe representative authorized a repair at the depotOur records indicate system has been repaired and delivered back to the customerThe customer may contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Today’s Date: 10/27/2015 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 correspondenceAt this
time the customer has informed the agent the coupon matter has been addressedWe 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
Complaint: ***
I am rejecting this response from DellIn fact, Dell is still showing this bundle on their website, at the advertised price. ***This is deceptive on the part of Dell, and it is disappointing to see this practice by an established business.
Regards,
*** *** ***
Complaint: ***
I am rejecting this response because:The information in Dell's response is incorrectThey are stating that I got a quote on 5/but didn't call back until 5/to consummate the saleAs you can see from the attachment, I actually placed the order, provided a credit card for payment and received an email confirmation all on 5/5/is the date that I called to find out why the laptop had not shipped5/is also the date that Dell's sales agent lied to me and told me that this model was no longer available and attempted to sell me an inferior configuration while claiming it had the same specs as my original order.I expect Dell to honor the price that was agreed to and ordered on 5/
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell Representative *** continues to maintain ownership of the accountA return was authorized but the customer on 2/indicated he wished to keep the systemIt was agreed that the representative explained a week extension would be providedThe representative is scheduled to follow up 3/on what the customer has decidedSincerely Advanced Resolution Group Incident *** Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concerns and explained the terms of sale
***
Our representative informed Mr*** that the orders could not be processed at the price he requested due to a pricing errorFurthermore, as per Dell policy, we would be unable to reinstate the orders at the incorrect pricePlease note that Dell makes every effort to avoid errors on the Dell website, as we fully understand the bad experience it can cause our customers and DellSometimes an error may occur and for this reason, throughout Dell’s website, there is messaging which indicates, Dell reserves the right to cancel orders arising from pricing or other errors. Credits for the invalid orders have been posted to the original form of paymentOur representative also followto confirmWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience 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
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, Mr*** * ***, to address the contents of their correspondenceThe customer states he was to receive a $eGift Card and 10% rewards because he used Dell FinancingAt this time the agent reviewed the chat logs and advised that our sales rep has confirmed the order does not qualify for both $e-gift card and for 10% reward pointsHe has informed him that the order has a loyalty program that gives customers 5% back in the form of a Dell gift card and free 2nd business day shipping on most purchasesHowever, if the customer did not receive the e-gift card we ask to please contact the agent, ***@Dell.com, in order to address this. Our records show no attempt since the last response to contact the agent have been madeDell 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 should there be any further questionsSincerely, Executive Support Team Incident ID: *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell 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 *** ***Our representative has been in contact with the customerOur records indicate and the customer confirms the system has been deliveredWe regret any dissatisfaction which may
have been experienced and appreciate the feedback provided
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***I am rejecting this response because:Currently two persistent issues remain unresolved with the XPS 8700: (1) the workstation transitions into a sleep mode consistent with System Settings, rebooting each time (closing all open applications and losing all unsaved data) whenever awake call is executed from the keyboard or mouse; and (2) the wireless performance remains far below the capability of the Intel wireless card and the Mbs speed provided by my ISP. To resolve these issues and the complaint logged with the Austin, Revdex.com, I am agreeing to allow the Advanced Resolution Team to continue Dell engineer-based test and analysis procedures to determine the root cause(s) of the existing system issues and develop and successfully implement solutions consistent with Dell’s Limited Hardware warranties included in the purchase. These solutions may include onsite replacement of one or more equipment components included in the current system configuration for Service Tag ***. As requested by Dell in responses to the Revdex.com complaint, I sent several communications since Dec 15, both e-mail and voicemail, to Ms*** *** and separately, also the Advanced/Executive Resolution Team As requested by Dell, I will accept continuing to work with Ms***. However, if appropriate and acceptable, it may be more beneficial to assign a new Advanced Resolution Team associate to the case who may be able to provide a different analysis perspective toward solution of the issues that remain
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
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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsThe representative explained the terms and conditions of limited hardware warranty
***Please note that our representative offered technical assistance, as well as, depot service; however, Mr*** elected not to accept our offer of assistanceFurthermore, the product was purchased from a third party vendor; therefore, returns are governed by the policies of the retailer where the Product was purchasedHis request for a new upgraded replacement, refund or 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: ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has contacted the customer and assisted him in updating his tax exemption paperworkA credit has been applied to the original form of paymentWe regret any
dissatisfaction which may have been experienced and appreciate the feedback provided
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Dear Revdex.com,Thank you for the opportunity to
address the correspondence submitted by *** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative provided technical support and the customer verifies the issues have been resolved. 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 ***. Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:The information in the company's response is blatantly falseThe Dell representative (***) continues to make statements to try and make this go awayI explicitly told him multiple times on the phone that I DID NOT accept the resolution of sending the system to the service depot, and I never requested (by any stretch of the imagination) that no further contact be made, as *** statesThis response only reinforces the company's use of deceptive and statements and tactics to try and avoid any responsibility for selling a fundamentally broken productFurther, the Dell representative (***) has on multiple occasions (via phone) used demeaning and bullying language to try to get me to agree to a resolution that I repeatedly have to tell him I will not acceptI DO NOT accept this response and will continue to pursue what I feel is a fair resolution, and will separately pursue further action around the bullying tactics Dell has used to try to get me to agree to their preferred resolution which leaves me no better off
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,
*** ***
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,
Mr*** ***. Thank you for
providing a copy of the customer’s submissionOur records indicate the
Dell
representative; *** *** has authorized a new system exchange to resolve the
technical problems Mr*** was having with his original computer. The customer received the new computer on Tuesday,
October 20, and he has reported to Ms*** the system is working to his
complete satisfaction. 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, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and, per the terms and conditions of the Sale, respectfully denied the request for a new system replacementOur representative
offered a replacement system per the terms and conditions of the Dell Limited Hardware Warranty, however; it was declinedOur representative remains available to assist, should the customer change his mind
Sincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
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
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
Now I'm waiting for working laptop from Dell. Thank you for help!
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
experienceDell representative, ***, contacted the customer and apologized for the problemsThe representative authorized a repair at the depotOur records indicate system has been repaired and delivered back to the customerThe customer may contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Today’s Date: 10/27/2015 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 correspondenceAt this
time the customer has informed the agent the coupon matter has been addressedWe 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
Complaint: ***
I am rejecting this response from DellIn fact, Dell is still showing this bundle on their website, at the advertised price. ***This is deceptive on the part of Dell, and it is disappointing to see this practice by an established business.
Regards,
*** *** ***
Complaint: ***
I am rejecting this response because:The information in Dell's response is incorrectThey are stating that I got a quote on 5/but didn't call back until 5/to consummate the saleAs you can see from the attachment, I actually placed the order, provided a credit card for payment and received an email confirmation all on 5/5/is the date that I called to find out why the laptop had not shipped5/is also the date that Dell's sales agent lied to me and told me that this model was no longer available and attempted to sell me an inferior configuration while claiming it had the same specs as my original order.I expect Dell to honor the price that was agreed to and ordered on 5/
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell Representative *** continues to maintain ownership of the accountA return was authorized but the customer on 2/indicated he wished to keep the systemIt was agreed that the representative explained a week extension would be providedThe representative is scheduled to follow up 3/on what the customer has decidedSincerely Advanced Resolution Group Incident *** Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concerns and explained the terms of sale
***
Our representative informed Mr*** that the orders could not be processed at the price he requested due to a pricing errorFurthermore, as per Dell policy, we would be unable to reinstate the orders at the incorrect pricePlease note that Dell makes every effort to avoid errors on the Dell website, as we fully understand the bad experience it can cause our customers and DellSometimes an error may occur and for this reason, throughout Dell’s website, there is messaging which indicates, Dell reserves the right to cancel orders arising from pricing or other errors. Credits for the invalid orders have been posted to the original form of paymentOur representative also followto confirmWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience 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
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, Mr*** * ***, to address the contents of their correspondenceThe customer states he was to receive a $eGift Card and 10% rewards because he used Dell FinancingAt this time the agent reviewed the chat logs and advised that our sales rep has confirmed the order does not qualify for both $e-gift card and for 10% reward pointsHe has informed him that the order has a loyalty program that gives customers 5% back in the form of a Dell gift card and free 2nd business day shipping on most purchasesHowever, if the customer did not receive the e-gift card we ask to please contact the agent, ***@Dell.com, in order to address this. Our records show no attempt since the last response to contact the agent have been madeDell 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 should there be any further questionsSincerely, Executive Support Team Incident ID: *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell 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 *** ***Our representative has been in contact with the customerOur records indicate and the customer confirms the system has been deliveredWe regret any dissatisfaction which may
have been experienced and appreciate the feedback provided
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc