Today’s Date: 12/15/2015 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 correspondenceThe
customer states they were to receive two gift cards with an orderAt this time the agent has confirmed the promotion was for one gift cardThe agent informed the customer as suchDell regrets any inconvenience this may have causedWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should there be any other questions or concerns. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionPlease have the customer contact the representative by email at ***@Dell.com
Advanced Resolution Group
Incident
*** 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 correspondencePer the terms and condition of the sale, the Dell limited warranty and a previous
agreement with the customer for which credit was provided, our representative respectfully denied the customer’s request for a return for refundOur representative offered technical assistance 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
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 & conditions of sale.http://www.dell.com/learn/us/en/uscorp1/terms-of-sale-consumer?c=us&l=en&s=...⇄ a gesture of goodwill and in the interest of customer satisfaction, our representative processed a partial credit to the original form of paymentOur 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 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, Dell records show that the representative *** is currently working with the Ms***The representative offered to have onsite tech come out and replace her hard drive which she declinedThe representative explained in order to assist in resolving the problems he will need her to troubleshoot with himMs*** stated she would need to back up her data and would get back with the representativeSincerely Advanced Resolution Group Incident *** 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
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 experience
Dell representative *** contacted the customer and explained that we have record that the customer requested a day extension on returning the system on 1/15/This extension was granted and no further contact was made by the customerAutomatic follow up calls are done by a recording reminding the customer to return the merchandiseAt this time a refund was processed for the warranty extension but support will not be provided or hold removed until the customer can provide return tracking confirmationWe remain available to assist and ask that the customer contact the representative ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
Dell Inc
Thank you for providing a copy of the customer submissionDell representative, ***, contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at ***
Complaint: ***
I am rejecting this response because: they didn't offer solution I was looking for also with talking to their Resolution group I dont think they really care how much inconvenience I had to go through because I bought a stupid dell laptop they want to replace the Hard drive which they already replaced twice so at this point I will pay from my own pocket and go buy a Hard drive that actually works and stop wasting my time trying to get a resolution out of dell but as a customer I will never even touch anything that says DELL. You can go ahead and close the case I am done talking to them.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:This was a "gift" from my wife, which she received by purchasing a tv from your company with my credit card, so it was not really a giftShe informed me that the order number was ***Also, this does not change the fact that I was waiting for over a week to hear a response from you , I needed to contact you times and start a Revdex.com complaint in order for you to tell me that the price match was not approvedThe delay and customer service that I received was absolutely dreadful and the only way this complaint will be retracted is if I receive the gift card
Regards,
*** ***
Complaint: ***
I am rejecting this response because: We have not settled anything as of yetWe are still in middle of discussing terms that are satisfactory for both of us
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell service and support and wants the product replacedWe regret any dissatisfaction they may have experienced and
appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative explained the terms of the Limited Hardware Warranty, located at www.Dell.com/WarrantyOur records indicate, the warranty expired on July 1st, 2017; therefore request for replacement was respectfully deniedFurthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered a fee-based service at a discounted ratePlease note that the customer elected not to accept our offer of assistanceWe remain ready to assist within the terms of Dell’s limited hardware warranty and our other policiesShould Mr*** have any additional concerns regarding this case, he can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact, or for online assistance at www.Dell.com/Support
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Complaint: ***
I am rejecting this response because:Dell contacted me and said I would recieve my $gift card I then asked her to resent the email with the gift card number She asked me to hold When she came back, she stated that I would NOT get the $gift card After confirming her statement, I ended the call.I received an email confirming that I would not receive the $gift card, and another email reminding me to use the $gift card I received a call from Ms*** again regarding a $gift card While on the phone, I used the $gift card successfully, even though she again confirmed that it had been deactivated and replaced with a $gift card.I am not accepting the resolution at this time, becuase it was NOT Ms***'s intention to reinstate the $gift card, originally offered to me for opening an account When I successfully receive the item that I purchased with my gift card, I will be willing to close the complaint As of yet, I have no documentation that it has been shipped
Regards,
*** * ***
Complaint: ***
I am rejecting this response because: Here is the situation The order happened Sept It was supposed to be delivered Sept 24th I checked on the order to see if I might get it earlier on Sept 17th I saw the order was cancelled When I call Dell Financial to ask about the order, it was already canceled and I was not able to reinstate So for this person to tell me that the order was on hold, but I was given no notice AND I discovered this BEFORE a week before it was suppose to arrive Then I cannot see how the blame is on me I did everything correctly and Dell is not honoring this purchase How would I possibly be able to contact dell if they did not tell me? I always get a message when my order is placed on hold and then I call in and confirm the details Dell needs This order was canceled period and it had nothing to do with my actions or lack of actions I took all the step this agent has mentioned and before the dates necessary
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,
*** *** Please see additional note below:This is the email I sent to Dell on Wednesday 6/8/w/a read receipt to which was replied but no response from Dell, now 6/I have been treated this way in the past w/lack of response up to WEEKS as stated when the tech was here on 5/and afterward Dell decided to stop communication w/me until I got Revdex.com involved, so I see the value of communication through Revdex.com, thank you very muchAt least I have some type of back up this wayI await the next responseThank youD -------- Forwarded Message -------- Subject: Read: ***Date: Thu, Jun 03:21:+0530From: ***@DELL.comTo: *** Your message was read on Wednesday, June 08, 9:51:PM UTCMr*** Please advise me if sending this computer off will be a different process from how Dell techs have remotely chosen to diagnose the problemI said this because it has been done numerous times only to find no problem while I continue having the same issue, and YES, w/two computers in a row nowWhen the tech was here 5/he was prepared w/a new mouse pad as well as keyboardI would like to be in touch w/the techs who work on thisI don't want it to be a waste of my time to have the laptop returned w/the same issueI asked before for you to send me a copy of the warranty and I have yet to see itOf course it is fine to send by emailPlease send asap, thank youI am between a rock and a hard place having to turn in the only computer I haveCan you assure me this is a six day turn around from start to finish? I will need to go out and purchase another laptop in order to turn this inWhat a horrible inconvenience and additional amount of stress this puts on me, including my walletI am already undergoing physical therapy and can't take more stressI need this issue to be resolved, once and for allEight months of this is too extreme for anyone to have to deal w/Will Dell be sending me a box to ship in w/prepaid postage? *** ***
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 submissionOur records indicate Dell has replaced
the customer’s computer. In addition, Dell representative, *** has been in contact with the customer to confirm receipt of the replacement computer and to apologize if any of Dells representatives were rude or unprofessional to Mr***. This type of conduct is not tolerated at Dell so we appreciate the customer providing us with his candid feedback. 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
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, Rosario ** D***. Thank you for providing a copy of the customer’s submission Our records
indicate Dell representative; Rajeev has contacted MrD*** to discuss his concerns regarding multiple problems he has been having with the sound and video on his Dell Inspiron 24-desktop computer. The computer’s hardware warranty purchased with the system is the basic depot matype of coverage with an expiration date of 11/20/2018. Rajeev has offered to ship MrD***’s computer to the depot for service and a possible repair; but MrD*** declined to accept. In the interest of customer satisfaction, Rajeev has offered to authorize Dell to pay for an onsite service call, (as a one-time concession) but MrD***, at present, has declined all offers of repair. Dell has no other option then to close our case; however, MrD*** has Rajeev’s contact information should he change his mind and decide he will accept one of our offers. If this should transpire, please have the customer contact Rajeev and we will be happy to reopen the case to assist MrD*** further at that time. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Thank you for providing a copy of the customer submission. A Dell representative, ***, has contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at ***_***
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Customer expressed dissatisfaction with Dell’s response We regret any miscommunication which may have occurred and appreciate the feedback The customer was transferred to different departments as her complaint is unusual We generally have not had a lot of complaints indicating customers are having an issue activating their McAfee subscription It is unfortunate that the customer did not activate the subscription, however Dell will not be providing a free month subscription almost a year after the initial purchase As Dell’s stance in this matter 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 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
experienceThe representative *** contacted the customer assisted in getting the authorizations removedPlease have the customer 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: 12/15/2015 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 correspondenceThe
customer states they were to receive two gift cards with an orderAt this time the agent has confirmed the promotion was for one gift cardThe agent informed the customer as suchDell regrets any inconvenience this may have causedWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should there be any other questions or concerns. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionPlease have the customer contact the representative by email at ***@Dell.com
Advanced Resolution Group
Incident
*** 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 correspondencePer the terms and condition of the sale, the Dell limited warranty and a previous
agreement with the customer for which credit was provided, our representative respectfully denied the customer’s request for a return for refundOur representative offered technical assistance 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
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 & conditions of sale.http://www.dell.com/learn/us/en/uscorp1/terms-of-sale-consumer?c=us&l=en&s=...⇄ a gesture of goodwill and in the interest of customer satisfaction, our representative processed a partial credit to the original form of paymentOur 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 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, Dell records show that the representative *** is currently working with the Ms***The representative offered to have onsite tech come out and replace her hard drive which she declinedThe representative explained in order to assist in resolving the problems he will need her to troubleshoot with himMs*** stated she would need to back up her data and would get back with the representativeSincerely Advanced Resolution Group Incident *** 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
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 experience
Dell representative *** contacted the customer and explained that we have record that the customer requested a day extension on returning the system on 1/15/This extension was granted and no further contact was made by the customerAutomatic follow up calls are done by a recording reminding the customer to return the merchandiseAt this time a refund was processed for the warranty extension but support will not be provided or hold removed until the customer can provide return tracking confirmationWe remain available to assist and ask that the customer contact the representative ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
Dell Inc
Thank you for providing a copy of the customer submissionDell representative, ***, contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at ***
Complaint: ***
I am rejecting this response because: they didn't offer solution I was looking for also with talking to their Resolution group I dont think they really care how much inconvenience I had to go through because I bought a stupid dell laptop they want to replace the Hard drive which they already replaced twice so at this point I will pay from my own pocket and go buy a Hard drive that actually works and stop wasting my time trying to get a resolution out of dell but as a customer I will never even touch anything that says DELL. You can go ahead and close the case I am done talking to them.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:This was a "gift" from my wife, which she received by purchasing a tv from your company with my credit card, so it was not really a giftShe informed me that the order number was ***Also, this does not change the fact that I was waiting for over a week to hear a response from you , I needed to contact you times and start a Revdex.com complaint in order for you to tell me that the price match was not approvedThe delay and customer service that I received was absolutely dreadful and the only way this complaint will be retracted is if I receive the gift card
Regards,
*** ***
Complaint: ***
I am rejecting this response because: We have not settled anything as of yetWe are still in middle of discussing terms that are satisfactory for both of us
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell service and support and wants the product replacedWe regret any dissatisfaction they may have experienced and
appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative explained the terms of the Limited Hardware Warranty, located at www.Dell.com/WarrantyOur records indicate, the warranty expired on July 1st, 2017; therefore request for replacement was respectfully deniedFurthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered a fee-based service at a discounted ratePlease note that the customer elected not to accept our offer of assistanceWe remain ready to assist within the terms of Dell’s limited hardware warranty and our other policiesShould Mr*** have any additional concerns regarding this case, he can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact, or for online assistance at www.Dell.com/Support
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Complaint: ***
I am rejecting this response because:Dell contacted me and said I would recieve my $gift card I then asked her to resent the email with the gift card number She asked me to hold When she came back, she stated that I would NOT get the $gift card After confirming her statement, I ended the call.I received an email confirming that I would not receive the $gift card, and another email reminding me to use the $gift card I received a call from Ms*** again regarding a $gift card While on the phone, I used the $gift card successfully, even though she again confirmed that it had been deactivated and replaced with a $gift card.I am not accepting the resolution at this time, becuase it was NOT Ms***'s intention to reinstate the $gift card, originally offered to me for opening an account When I successfully receive the item that I purchased with my gift card, I will be willing to close the complaint As of yet, I have no documentation that it has been shipped
Regards,
*** * ***
Complaint: ***
I am rejecting this response because: Here is the situation The order happened Sept It was supposed to be delivered Sept 24th I checked on the order to see if I might get it earlier on Sept 17th I saw the order was cancelled When I call Dell Financial to ask about the order, it was already canceled and I was not able to reinstate So for this person to tell me that the order was on hold, but I was given no notice AND I discovered this BEFORE a week before it was suppose to arrive Then I cannot see how the blame is on me I did everything correctly and Dell is not honoring this purchase How would I possibly be able to contact dell if they did not tell me? I always get a message when my order is placed on hold and then I call in and confirm the details Dell needs This order was canceled period and it had nothing to do with my actions or lack of actions I took all the step this agent has mentioned and before the dates necessary
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,
*** *** Please see additional note below:This is the email I sent to Dell on Wednesday 6/8/w/a read receipt to which was replied but no response from Dell, now 6/I have been treated this way in the past w/lack of response up to WEEKS as stated when the tech was here on 5/and afterward Dell decided to stop communication w/me until I got Revdex.com involved, so I see the value of communication through Revdex.com, thank you very muchAt least I have some type of back up this wayI await the next responseThank youD -------- Forwarded Message -------- Subject: Read: ***Date: Thu, Jun 03:21:+0530From: ***@DELL.comTo: *** Your message was read on Wednesday, June 08, 9:51:PM UTCMr*** Please advise me if sending this computer off will be a different process from how Dell techs have remotely chosen to diagnose the problemI said this because it has been done numerous times only to find no problem while I continue having the same issue, and YES, w/two computers in a row nowWhen the tech was here 5/he was prepared w/a new mouse pad as well as keyboardI would like to be in touch w/the techs who work on thisI don't want it to be a waste of my time to have the laptop returned w/the same issueI asked before for you to send me a copy of the warranty and I have yet to see itOf course it is fine to send by emailPlease send asap, thank youI am between a rock and a hard place having to turn in the only computer I haveCan you assure me this is a six day turn around from start to finish? I will need to go out and purchase another laptop in order to turn this inWhat a horrible inconvenience and additional amount of stress this puts on me, including my walletI am already undergoing physical therapy and can't take more stressI need this issue to be resolved, once and for allEight months of this is too extreme for anyone to have to deal w/Will Dell be sending me a box to ship in w/prepaid postage? *** ***
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 submissionOur records indicate Dell has replaced
the customer’s computer. In addition, Dell representative, *** has been in contact with the customer to confirm receipt of the replacement computer and to apologize if any of Dells representatives were rude or unprofessional to Mr***. This type of conduct is not tolerated at Dell so we appreciate the customer providing us with his candid feedback. 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
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, Rosario ** D***. Thank you for providing a copy of the customer’s submission Our records
indicate Dell representative; Rajeev has contacted MrD*** to discuss his concerns regarding multiple problems he has been having with the sound and video on his Dell Inspiron 24-desktop computer. The computer’s hardware warranty purchased with the system is the basic depot matype of coverage with an expiration date of 11/20/2018. Rajeev has offered to ship MrD***’s computer to the depot for service and a possible repair; but MrD*** declined to accept. In the interest of customer satisfaction, Rajeev has offered to authorize Dell to pay for an onsite service call, (as a one-time concession) but MrD***, at present, has declined all offers of repair. Dell has no other option then to close our case; however, MrD*** has Rajeev’s contact information should he change his mind and decide he will accept one of our offers. If this should transpire, please have the customer contact Rajeev and we will be happy to reopen the case to assist MrD*** further at that time. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Thank you for providing a copy of the customer submission. A Dell representative, ***, has contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at ***_***
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Customer expressed dissatisfaction with Dell’s response We regret any miscommunication which may have occurred and appreciate the feedback The customer was transferred to different departments as her complaint is unusual We generally have not had a lot of complaints indicating customers are having an issue activating their McAfee subscription It is unfortunate that the customer did not activate the subscription, however Dell will not be providing a free month subscription almost a year after the initial purchase As Dell’s stance in this matter 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 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
experienceThe representative *** contacted the customer assisted in getting the authorizations removedPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc