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 submissionWe do apologize for the confusion the update that was submitted dated 7/14/was a mistake and was in regard to a different customer accountThe receipt the customer has provided from the 3rd party has nothing to do with the system he purchased from DellThe order number his system is listed under is *** any discrepancy with the configuration he will need to discuss with the resellerIf the customer has any further question or concerns he may contact the representative by emailing ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because: The words that I used were the words that were read to me by a Dell rep when reviewing why the initial call was not rescheduled Since I am not responsible for how Dell manages their records, I can provide no information on their behalf, but the message was from Dell, not the local vendor
Regards,
*** ***
Today’s Date: 05/24/2016 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 continued technical concernsAt this time the agent reached the customer and was advised they did not wish to speak with the agent. Dell regrets any inconvenience caused and we ask the customer to contact the representative at ***@Dell.com should they reconsider working with him. 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, Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell service and support and wants the order reinstatedWe 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 assistance. Our representative explained the terms and conditions of the sale www.Dell.com/WarrantyOur representative also informed them that the order was canceled due to pricing error and cannot be reinstatedDell makes every effort to avoid errors on the Dell website, as we fully understand the unpleasant 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 errorsFurthermore, Dell does not provide compensation for down time, time spent resolving an issue, lost business or applications, as the warranty covers hardware components which fail during use and does not include any provisions for compensation, apart from replacing hardware components covered under the terms of Dell’s Limited Hardware WarrantyTheir request for compensation was respectfully deniedShould 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:Yes, I want this case reopened. I had expressed to you that indeed I did request that Dell send me a box to me so that I could send in my computer but that request was ignored. On Dec2, I requested a box be sent to my home so that I could send it in as once again it wasn't working. I wish I had taped my phone conversations when I continued to ask if Dell had USA tech support but India support kept telling me they have no USA tech help. Many times during the years of hell I experienced with Dell I mentioned how I used to be able to send my computers in for repair. But they continued to tell me that there was no USA support. I am not the only person who has had horrible experiences with Dell these past years. Having gone to their customer review section to see if I was the only one having these problems I could not find one positive comment. I even wrote a letter to *** *** in Texas explaining the problem and asking for help. I doubted *** *** would read it but hoped someone in his office would and help me figure out how to remedy the problem. Days after I sent the letter a woman IN INDIA called me back to discuss the letter. I asked how she got the letter as I sent it to Texas. She answered stating that she handles all corporate issues. And so I don't want this closed. Those people contemplating purchasing Dell products, if they check with Revdex.com, must be pre warned via my complaint and hopefully others, that they should consider other computer companies. I wish I had known how difficult this would be. And the India support people lie to consumers. As I have stated before, I want my purchase price refunded or sent to USA support to be fixed correctly. Right now I am using a HP computer. I was getting so upset having such stress trying to use a computer that wasn't working I finally purchased another. It is working very well. One last thought, since first noticing problems I had to go to network connections, disable adapter and then enable it, then hit refresh just to get online. I would get warning that NETWORK adapter wasn't working. Not the power adapter but an adapter in the computer. I mentioned this to India support hundreds of times but they always said it was a virus. They really have no idea what they are doing and that is why I continually begged for USA help but as I have mentioned they said there was none
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
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has had the hold on the customer’s account removed. Should 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 Group
Incident 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
Regards,
*** ***
The Dell representative is continuing to work with the customer regarding their concerns. Representative, *** *** remain the customer’s point of contact until this matter has been resolved. The representative 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 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
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
Today’s Date: 01/20/2016 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 agent has confirmed the customers credit has been processedDell 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 with any other questions or concerns in the matter. 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 warranty coverage for her printer purchased in We regret any miscommunication which may have occurred and appreciate
the feedback Per the terms and conditions of Dell’s Limited Hardware Warranty, systems which exhibit issues subject to coverage under the warranty may be repaired or replaced with refurbished parts or systems, as described in the warranty terms Dell records do not support the customer’s description of the terms of the warranty extension she purchased The printer was originally purchased in with a one year warranty There was a separate order for $for a one year warranty extension which provided coverage until July, Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative explained the terms of the warranty extension and the customer requested a refund which was denied The customer requested no further contact from Dell regarding this matterWe ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** **A Dell representative contacted Mr** regarding his concernsPlease note that Mr** purchased a monitor from *** which was non-functionalOur representative made multiple
attempts to reach Mr**; however Mr** elected not to respondWe 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
Today’s Date: 05/03/2016 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 the gift card received was not the for the full amount as cited in a promotionAt this time the agent verified the missing amount was added to the gift cardThe agent advised the customer 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 with any other questions about the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr***, our representative, processed a return for credit for Mr***Our records indicate the system has been returned and received and the credit has been applied to the
original form of paymentWe regret any dissatisfaction Mr*** may have experienced*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
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, 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 confirmed the customer has received a replacement printer. Should 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
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, 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 submissionWe do apologize for the confusion the update that was submitted dated 7/14/was a mistake and was in regard to a different customer accountThe receipt the customer has provided from the 3rd party has nothing to do with the system he purchased from DellThe order number his system is listed under is *** any discrepancy with the configuration he will need to discuss with the resellerIf the customer has any further question or concerns he may contact the representative by emailing ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because: The words that I used were the words that were read to me by a Dell rep when reviewing why the initial call was not rescheduled Since I am not responsible for how Dell manages their records, I can provide no information on their behalf, but the message was from Dell, not the local vendor
Regards,
*** ***
Today’s Date: 05/24/2016 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 continued technical concernsAt this time the agent reached the customer and was advised they did not wish to speak with the agent. Dell regrets any inconvenience caused and we ask the customer to contact the representative at ***@Dell.com should they reconsider working with him. 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, Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell service and support and wants the order reinstatedWe 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 assistance. Our representative explained the terms and conditions of the sale www.Dell.com/WarrantyOur representative also informed them that the order was canceled due to pricing error and cannot be reinstatedDell makes every effort to avoid errors on the Dell website, as we fully understand the unpleasant 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 errorsFurthermore, Dell does not provide compensation for down time, time spent resolving an issue, lost business or applications, as the warranty covers hardware components which fail during use and does not include any provisions for compensation, apart from replacing hardware components covered under the terms of Dell’s Limited Hardware WarrantyTheir request for compensation was respectfully deniedShould 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
Thank you for the letter from *** ***Our representative has contacted the customer concerning the correspondence
Complaint: ***
I am rejecting this response because:Yes, I want this case reopened. I had expressed to you that indeed I did request that Dell send me a box to me so that I could send in my computer but that request was ignored. On Dec2, I requested a box be sent to my home so that I could send it in as once again it wasn't working. I wish I had taped my phone conversations when I continued to ask if Dell had USA tech support but India support kept telling me they have no USA tech help. Many times during the years of hell I experienced with Dell I mentioned how I used to be able to send my computers in for repair. But they continued to tell me that there was no USA support. I am not the only person who has had horrible experiences with Dell these past years. Having gone to their customer review section to see if I was the only one having these problems I could not find one positive comment. I even wrote a letter to *** *** in Texas explaining the problem and asking for help. I doubted *** *** would read it but hoped someone in his office would and help me figure out how to remedy the problem. Days after I sent the letter a woman IN INDIA called me back to discuss the letter. I asked how she got the letter as I sent it to Texas. She answered stating that she handles all corporate issues. And so I don't want this closed. Those people contemplating purchasing Dell products, if they check with Revdex.com, must be pre warned via my complaint and hopefully others, that they should consider other computer companies. I wish I had known how difficult this would be. And the India support people lie to consumers. As I have stated before, I want my purchase price refunded or sent to USA support to be fixed correctly. Right now I am using a HP computer. I was getting so upset having such stress trying to use a computer that wasn't working I finally purchased another. It is working very well. One last thought, since first noticing problems I had to go to network connections, disable adapter and then enable it, then hit refresh just to get online. I would get warning that NETWORK adapter wasn't working. Not the power adapter but an adapter in the computer. I mentioned this to India support hundreds of times but they always said it was a virus. They really have no idea what they are doing and that is why I continually begged for USA help but as I have mentioned they said there was none
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
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has had the hold on the customer’s account removed. Should 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 Group
Incident 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
Regards,
*** ***
The Dell representative is continuing to work with the customer regarding their concerns. Representative, *** *** remain the customer’s point of contact until this matter has been resolved. The representative 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 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
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
Today’s Date: 01/20/2016 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 agent has confirmed the customers credit has been processedDell 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 with any other questions or concerns in the matter. 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 warranty coverage for her printer purchased in We regret any miscommunication which may have occurred and appreciate
the feedback Per the terms and conditions of Dell’s Limited Hardware Warranty, systems which exhibit issues subject to coverage under the warranty may be repaired or replaced with refurbished parts or systems, as described in the warranty terms Dell records do not support the customer’s description of the terms of the warranty extension she purchased The printer was originally purchased in with a one year warranty There was a separate order for $for a one year warranty extension which provided coverage until July, Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative explained the terms of the warranty extension and the customer requested a refund which was denied The customer requested no further contact from Dell regarding this matterWe ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** **A Dell representative contacted Mr** regarding his concernsPlease note that Mr** purchased a monitor from *** which was non-functionalOur representative made multiple
attempts to reach Mr**; however Mr** elected not to respondWe 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
Today’s Date: 05/03/2016 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 the gift card received was not the for the full amount as cited in a promotionAt this time the agent verified the missing amount was added to the gift cardThe agent advised the customer 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 with any other questions about the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr***, our representative, processed a return for credit for Mr***Our records indicate the system has been returned and received and the credit has been applied to the
original form of paymentWe regret any dissatisfaction Mr*** may have experienced*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
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, 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 confirmed the customer has received a replacement printer. Should 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
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,
*** ***