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
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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell’s response We regret any miscommunication which may have occurred and appreciate the feedback Dell makes every effort to avoid errors on the Dell site as we fully understand the bad experience it can cause Dell customers, and Dell Sometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errors Recently a promotion for two monitors and a monitor stand for $was erroneously listed on the Dell site for $ Dell recognized this pricing error and corrected it however some orders shipped just the monitor stand, regularly priced at $169.99, and these customers will receive a refund upon returning the stand to Dell Any unfulfilled orders were cancelled and notice was sent to customers Since the date of this submission, a Dell representative contacted the customer who requested that the monitors and the stand be sold to him at the erroneous price which our representative denied Our representative offered a ten percent (10%) refund if the customer wanted to place an order at the correct price which the customer declined Dell will not be offering any other concessions in this matter As Dell’s stance remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: I filed this complaint on 12/23/after attempting to deal with Dell for almost months without resolution After filing the complaint, I was quickly contacted both by telephone and email by *** at Dell on December 29th and return shipping was arranged for the television The television was picked up for return to Dell by Pilot shipping (Dell’s arrangement) on December 31, I received several phone calls from *** over the next month reporting to me that Pilot still had not delivered the television to Dell and the refund apparently could not be issued until they received the TV even though Dell arranged for the shipping and the TV was out of my possessionOn February 1, 2016, I received an email from *** stating that the TV had been received by Dell and the refund would be processed On February 9, I emailed *** requesting an update on the refund status As of today, February 12, 2016, I have not received a response from him and I have not been issued a refund Even though *** has kept in contact with me, he has not expedited this process at all It has been almost months since I started this process which to me is an unacceptable amount of time to wait for a refund due to me because of Dell’s negligence in shipping the incorrect item.
Regards,
*** ***
Today’s Date: 06/28/2016 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 correspondence
The customer states Microsoft Office software purchased is not functioning as intendedThe customer cannot active the product due to an error with the product keyAt this time the agent has attempted to contact the customer without success. We ask the customer to contact the representative at ***@Dell.com should they still require assistance. 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 records show that Mr*** has been provided a full refund for his Dell order #
*** to the original form of paymentWe 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
I am writing on behalf of Dell Incin response to the complaint of *** *** received in our office. Thank you for the opportunity to address her concerns. Ms*** expressed dissatisfaction with Dell service and support and wants her computer repaired We regret any
dissatisfaction she may have experienced and appreciate the feedback provided. Since the date of her original complaint, a Dell representative has been assigned to work with Ms*** to resolve the technical issues. Our representative, for customer satisfaction reasons, processed a system exchange to replace Ms***’s computer. Subsequently, the representative provided technical assistance and it appears the issues have been resolved. We ask that Ms*** contact our representative at ***@Dell.com should there be any further questions regarding 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 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
Dear Revdex.com, Our records indicate that Sr Tech *** reached out to Mr*** who refused to take any calls from our representativeMr*** indicated he would see us in court due to his comments and refusal to work with Dell repeatedlyDell has no option but to close this complaintThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: The items were returned to Dell via their provided return labels (today April 21st 2016). I cannot express resolution until they acknowledge the items are in their receipt and I see the promised refund has been issued. I can only report that the process of full resolution is in progress, but not yet completed, due to the above. I would hope that the next response I provide the Revdex.com, I can state the issue is resolved
Regards,
*** ***
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
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 account verification and gift card teams to resolve this
matterOur records show that a credit in the amount of $has been posted to his DPA (Dell Preferred Account)Our 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 in regards to this case
Sincerely,
Executive Support TeamIncident 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
I received my refund today in the correct amountThank you for your assistance
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Dell doesn't have the parts in stock, hundreds of other people on social media are complaining about Dell doing the same thingDell has no intentions of fixing the computerI paid $for something that I have not been able to use for two monthsI want a refund and I will return the computerI do not want another message telling me to contact *** *in IndiaI will never purchase another Dell and thousands of other dissapointed customers have said the sameDell will be obsolete soon
Regards,
*** ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative has made multiple attempts to contact the customer regarding the issues described in his correspondence; however, the customer has not respondedOur
representative remains available and may be contacted directly via email at ***@Dell.comWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience. Sincerely, Advanced Resolution GroupIncident 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:You guys treated me like crap and im calling you on your lie! there is a online version its on dell backup and recovery so I thaink you guys need to get your facts stright
Regards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate Dell
representative, *** has been instrumental in assisting the customer with the full refund. We certainly do apologize for any frustration this matter may have caused our customer. Please have the customer contact our representative directly by email at ***_***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
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
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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell’s response We regret any miscommunication which may have occurred and appreciate the feedback Dell makes every effort to avoid errors on the Dell site as we fully understand the bad experience it can cause Dell customers, and Dell Sometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errors Recently a promotion for two monitors and a monitor stand for $was erroneously listed on the Dell site for $ Dell recognized this pricing error and corrected it however some orders shipped just the monitor stand, regularly priced at $169.99, and these customers will receive a refund upon returning the stand to Dell Any unfulfilled orders were cancelled and notice was sent to customers Since the date of this submission, a Dell representative contacted the customer who requested that the monitors and the stand be sold to him at the erroneous price which our representative denied Our representative offered a ten percent (10%) refund if the customer wanted to place an order at the correct price which the customer declined Dell will not be offering any other concessions in this matter As Dell’s stance remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: I filed this complaint on 12/23/after attempting to deal with Dell for almost months without resolution After filing the complaint, I was quickly contacted both by telephone and email by *** at Dell on December 29th and return shipping was arranged for the television The television was picked up for return to Dell by Pilot shipping (Dell’s arrangement) on December 31, I received several phone calls from *** over the next month reporting to me that Pilot still had not delivered the television to Dell and the refund apparently could not be issued until they received the TV even though Dell arranged for the shipping and the TV was out of my possessionOn February 1, 2016, I received an email from *** stating that the TV had been received by Dell and the refund would be processed On February 9, I emailed *** requesting an update on the refund status As of today, February 12, 2016, I have not received a response from him and I have not been issued a refund Even though *** has kept in contact with me, he has not expedited this process at all It has been almost months since I started this process which to me is an unacceptable amount of time to wait for a refund due to me because of Dell’s negligence in shipping the incorrect item.
Regards,
*** ***
Today’s Date: 06/28/2016 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 correspondence
The customer states Microsoft Office software purchased is not functioning as intendedThe customer cannot active the product due to an error with the product keyAt this time the agent has attempted to contact the customer without success. We ask the customer to contact the representative at ***@Dell.com should they still require assistance. 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 records show that Mr*** has been provided a full refund for his Dell order #
*** to the original form of paymentWe 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
I am writing on behalf of Dell Incin response to the complaint of *** *** received in our office. Thank you for the opportunity to address her concerns. Ms*** expressed dissatisfaction with Dell service and support and wants her computer repaired We regret any
dissatisfaction she may have experienced and appreciate the feedback provided. Since the date of her original complaint, a Dell representative has been assigned to work with Ms*** to resolve the technical issues. Our representative, for customer satisfaction reasons, processed a system exchange to replace Ms***’s computer. Subsequently, the representative provided technical assistance and it appears the issues have been resolved. We ask that Ms*** contact our representative at ***@Dell.com should there be any further questions regarding this matter
Our representative, ***, contacted Ms*** and dispatched onsite service*** may be contacted via email at ***_**@Dell.com
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 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
Dear Revdex.com, Our records indicate that Sr Tech *** reached out to Mr*** who refused to take any calls from our representativeMr*** indicated he would see us in court due to his comments and refusal to work with Dell repeatedlyDell has no option but to close this complaintThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: The items were returned to Dell via their provided return labels (today April 21st 2016). I cannot express resolution until they acknowledge the items are in their receipt and I see the promised refund has been issued. I can only report that the process of full resolution is in progress, but not yet completed, due to the above. I would hope that the next response I provide the Revdex.com, I can state the issue is resolved
Regards,
*** ***
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
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 account verification and gift card teams to resolve this
matterOur records show that a credit in the amount of $has been posted to his DPA (Dell Preferred Account)Our 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 in regards to this case
Sincerely,
Executive Support TeamIncident 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
I received my refund today in the correct amountThank you for your assistance
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Dell doesn't have the parts in stock, hundreds of other people on social media are complaining about Dell doing the same thingDell has no intentions of fixing the computerI paid $for something that I have not been able to use for two monthsI want a refund and I will return the computerI do not want another message telling me to contact *** *in IndiaI will never purchase another Dell and thousands of other dissapointed customers have said the sameDell will be obsolete soon
Regards,
*** ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative has made multiple attempts to contact the customer regarding the issues described in his correspondence; however, the customer has not respondedOur
representative remains available and may be contacted directly via email at ***@Dell.comWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience. Sincerely, Advanced Resolution GroupIncident 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:You guys treated me like crap and im calling you on your lie! there is a online version its on dell backup and recovery so I thaink you guys need to get your facts stright
Regards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate Dell
representative, *** has been instrumental in assisting the customer with the full refund. We certainly do apologize for any frustration this matter may have caused our customer. Please have the customer contact our representative directly by email at ***_***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc