Today’s Date: 02/01/2016 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 correspondenceAt
this time the customer has been credited and the agent has confirmed as suchDell 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 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 MrJoseph ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him that the item did not qualify for the promotional price with the Optiplex product lineHis request for a free TV with an Optiplex system 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 ***, 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’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
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 order verification team to resolve the matterPlease note that
replacement order# *** was delivered to Mr*** on January 29th, under Pilot Shipment# ***Our representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him of the terms and conditions of gift cards
***
Mr*** informed our representative that that he received the gift cards and considers this matter resolvedWe 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
Thank you for providing a copy of the customer’s submission. Dell representative, *** has been assigned to this case and has initiated contact with the customer by phone and email; in their attempt to work with the customer and bring this matter to a reasonable resolution. We ask
that the customer respond and work with ***, who can be reached directly by email at ***_***@Dell.com
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 and conditions of Dell’s limited hardware warranty, which dictate
that software issues are not covered under the warranty
***
Our representative also confirmed Dell hardware functionalityAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered technical assistance; however, Mr*** elected not to accept our offer of assistanceHis request for replacement unit or refund 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 Team
Incident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Regretfully, Dell has rejected my offer of compromise. Offer was made to accept a new replacement computer or a full refund. Dell's offer to service and support my system for a fee based support along with "look to discount the price for you" is not acceptable.I stand by the information submitted in my original complaint. My computer has not been restored to it's original working condition during five(5) previous repairs. Currently my laptop does not work at all.Thank you for your efforts. I look forward to your thoughts for an appropriate resolution
Regards,
*** ***
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,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by
MrTaylor MeyerA Dell representative recently contacted *** *** regarding his concernsIn the interest of customer satisfaction, a replacement unit was processedOur records show that the replacement order# *** was delivered to *** *** on April 13, under FedEx tracking# ***Our representative also followwith *** *** to confirm resolutionWe 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 ***, in case *** *** has any further questions regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Our records indicate that Dell representative *** has followed up with the customerThe customer confirmed refund has been received but felt she was due a gift cardThe representative requested the order number that would be associated with the gift card since one could not be locatedAt this time the representative is waiting for the customer to provide that informationThe representative can be reached by emailing ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submissionA Dell representative, *** has recently contacted the customer regarding their concerns. We
regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has emailed the customer a UPS return label and is processing a full refundShould any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc
Dear Revdex.com, Our records indicate that Dell has confirmed that the Mr*** received a new replacement from the retailer. Mr*** has received a return shipping label for the monitor that was damaged. Dell does understand the Mr*** is very frustrated but for our customers security the records were not reflecting Mr***’s information. Mr*** requested no further contact by Dell representatives so we will close the complaintSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:the business did not send a replacement laptop, they sent me back the laptop I sent in for repairs, which they sent back to me damaged more than it was when I sent it in.
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 confirmed the order shipped and authorized the refundThe representative confirmed credits have posted to the Dell Financial accountThe representative can be reached at email ***@Dell.comAdvanced Resolution Group Incident *** Dell Inc
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 submissionThe representative has followed up with the customer Mr*** received an exchange system but has not returned the old unitAt this time a prepaid label is being issued and once a system is received in further service can be providedThe representative will continue to work with the customer until a resolution is in placeOur representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** Dell Inc
Thank you for the opportunity to address the correspondence submitted by Ms
*** ***A Dell representative contacted Ms*** by phone and e-mail; however, has not been able to discuss the contents of her correspondenceOur representative may be contacted directly by e-mail at ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and provided technical advice concerning additional storage for his systemWe regret any dissatisfaction he may have
experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Dear Revdex.com, Our records indicate under further review the Ms*** is correct the online system should not have allowed the warranty selection to processThe representative *** is attempting to reach her to offer different optionsWe ask that Ms*** contact our representative at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell
Today’s Date: 01/04/2016 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 a delayed shipment with a TV orderAt this time the agent has confirmed the customer received the TV and has taken the customers feedback regarding the shipping experienceDell 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
Today’s Date: 02/01/2016 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 correspondenceAt
this time the customer has been credited and the agent has confirmed as suchDell 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 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 MrJoseph ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him that the item did not qualify for the promotional price with the Optiplex product lineHis request for a free TV with an Optiplex system 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 ***, 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’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
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 order verification team to resolve the matterPlease note that
replacement order# *** was delivered to Mr*** on January 29th, under Pilot Shipment# ***Our representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him of the terms and conditions of gift cards
***
Mr*** informed our representative that that he received the gift cards and considers this matter resolvedWe 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
Thank you for providing a copy of the customer’s submission. Dell representative, *** has been assigned to this case and has initiated contact with the customer by phone and email; in their attempt to work with the customer and bring this matter to a reasonable resolution. We ask
that the customer respond and work with ***, who can be reached directly by email at ***_***@Dell.com
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 and conditions of Dell’s limited hardware warranty, which dictate
that software issues are not covered under the warranty
***
Our representative also confirmed Dell hardware functionalityAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered technical assistance; however, Mr*** elected not to accept our offer of assistanceHis request for replacement unit or refund 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 Team
Incident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Regretfully, Dell has rejected my offer of compromise. Offer was made to accept a new replacement computer or a full refund. Dell's offer to service and support my system for a fee based support along with "look to discount the price for you" is not acceptable.I stand by the information submitted in my original complaint. My computer has not been restored to it's original working condition during five(5) previous repairs. Currently my laptop does not work at all.Thank you for your efforts. I look forward to your thoughts for an appropriate resolution
Regards,
*** ***
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,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by
MrTaylor MeyerA Dell representative recently contacted *** *** regarding his concernsIn the interest of customer satisfaction, a replacement unit was processedOur records show that the replacement order# *** was delivered to *** *** on April 13, under FedEx tracking# ***Our representative also followwith *** *** to confirm resolutionWe 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 ***, in case *** *** has any further questions regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Our records indicate that Dell representative *** has followed up with the customerThe customer confirmed refund has been received but felt she was due a gift cardThe representative requested the order number that would be associated with the gift card since one could not be locatedAt this time the representative is waiting for the customer to provide that informationThe representative can be reached by emailing ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submissionA Dell representative, *** has recently contacted the customer regarding their concerns. We
regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has emailed the customer a UPS return label and is processing a full refundShould any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc
Dear Revdex.com, Our records indicate that Dell has confirmed that the Mr*** received a new replacement from the retailer. Mr*** has received a return shipping label for the monitor that was damaged. Dell does understand the Mr*** is very frustrated but for our customers security the records were not reflecting Mr***’s information. Mr*** requested no further contact by Dell representatives so we will close the complaintSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:the business did not send a replacement laptop, they sent me back the laptop I sent in for repairs, which they sent back to me damaged more than it was when I sent it in.
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 confirmed the order shipped and authorized the refundThe representative confirmed credits have posted to the Dell Financial accountThe representative can be reached at email ***@Dell.comAdvanced Resolution Group Incident *** Dell Inc
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 submissionThe representative has followed up with the customer Mr*** received an exchange system but has not returned the old unitAt this time a prepaid label is being issued and once a system is received in further service can be providedThe representative will continue to work with the customer until a resolution is in placeOur representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** Dell Inc
Thank you for the opportunity to address the correspondence submitted by Ms
*** ***A Dell representative contacted Ms*** by phone and e-mail; however, has not been able to discuss the contents of her correspondenceOur representative may be contacted directly by e-mail at ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and provided technical advice concerning additional storage for his systemWe regret any dissatisfaction he may have
experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Dear Revdex.com, Our records indicate under further review the Ms*** is correct the online system should not have allowed the warranty selection to processThe representative *** is attempting to reach her to offer different optionsWe ask that Ms*** contact our representative at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell
Today’s Date: 01/04/2016 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 a delayed shipment with a TV orderAt this time the agent has confirmed the customer received the TV and has taken the customers feedback regarding the shipping experienceDell 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