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, [redacted] , contacted the customer apologized for the problemsThe representative has confirmed the feedback has been noted and will be shared with the appropriate teamThe representative has confirmed refund has posted and will reflect on the credit cardWe remain available to assist the customer if there are any further concerns the representative can be reached by email at [redacted] @[email protected] Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: it's unacceptableWe bought a brand new computer that turned out to be faultyAfter Dell finally fixed the problem, the computer was damaged, either by the Dell techs, or by FedEx None of the companies involved, [redacted] - the company who sold us the faulty Dell computer, Dell-who manufactured the faulty Dell computer, and then FedEx-who delivered a damaged computer back to us, none of these companies will stand behind their product, or serviceTo think that we spent our hard earned money, to be jerked around by these so called "reputable" companies, and we literally have no recourse, other than to complain, and be told we have to take someone else's refurbished computer or nothing at allWe've stopped shopping at [redacted] , if at all possible we'll not use FedEx services again, and we will NEVER buy another Dell product againThis hasn't just cost us money, but way too much of our time, first just trying to get the computer working properly, then, TRYING TO GET SOMEONE TO TAKE RESPONSIBILITY FOR DAMAGING OUR COMPUTER! The STRESS and FRUSTRATION that this experience has brought us over the last several months, and still, there is NOTHING WE, THE CONSUMER, CAN DO! This whole process has been unacceptable and disgusting! Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I want to speak to someone in the United States, he is not in the US, he is in IndiaMy computer is still not fixed correctlyBeen working with Comcast my internet provider also and they say it is not their service or equipment, it is the Dell computer
Complaint: [redacted] I am rejecting this response because: after going to the Dell website to make a purchase using the $"goodwill gesture" on Dell's part, there is nothing I need or want Therefore, I consider this an unresolved issue on my part and Dell has already expressed to me that they could do no more I had even asked one tech if I could be reimbursed for the amount I had to pay my own tech to resolve issues that their techs could not They flat out said, no I have deleted the $gift code number from my computer as it is something I cannot use Although I reject their response, I feel that Dell is offering me nothing for the hours and days I've spent on the phone with their techs since I purchased this in August I am thoroughly disgusted with Dell and will never make another purchased from them in the future, nor will I recommend their product to anyone This is a lost cause and feel Dell does not stand behind their product Regards, [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] *** Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has authorized the return of the equipment with a refund, less the funds the customer has already received from Dell, going back to the customer We certainly do apologize if the order was not meeting our customer’s needsThe customer has [redacted] ’s contact information should they need further assistance in this matter Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a Dell order We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate there were delays in manufacturing, then, once the system was built, it appears the computer was lost during the transfer to the carrier for delivery Since the date of the submission, a Dell representative contacted the customer and, for customer satisfaction reasons, assisted with processing a Return Authorization A full refund has since posted to the customer’s Dell account and our representative followed up to provide an update We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The warranty agreenment did not state that my wife would have to take off work on different occasions to be here for a technician The techs that came to the house were great but the online support and the scheduling group (unisys) were horrible There was one occasion where they had no record of our transactions of repairs after we have had technicians already working on the computer I totally understand the warranty agreements BUT they need to live up to there end and supply adequate support and troubleshooting This is a totally unreasonable response to a customer complaint and this company needs to change there customer service in order to satisfy customers In the meantime, I have had some success as the company has shipped me a NEW computer of the same type that I had bought and that was being repaired The only complaint I have is that they should give some type of compensation (and I'm not looking for money) such as an upgrade or at least by leaving the old computer with me due to the inconveniance that my wife and I have had to incur That is the position I am in right now At least I have had some progress since getting the Better Business Burueau involved Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Customer expressed dissatisfaction with Dell service and support and wants a replacement unitWe 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 assistanceAs per the terms of the Limited Hardware Warranty, their Dell unit was serviced at the DepotTheir request for replacement was respectfully deniedFurthermore, our records indicated that the service was completed on December 20, and the unit was delivered to the customer on December 22, 2017, under FedEx tracking number [redacted] Our representative also followto verify that the unit was functioning properlyShould Ms [redacted] have any additional concerns regarding this case, she 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: [redacted] Dell
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative explained the terms of sale, limited hardware warranty, and return policy [redacted] In the interest of customer satisfaction, product return was issued; however, Mr [redacted] elected not to ship the item(s) back to Dell on the prepaid shipping label(s)We 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 [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: They called once and missed meI've now called three times and left messages and have never been called back Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] As a one-time goodwill gesture, our representative, ***, dispatched depot service for Mr [redacted] ’s systemOur records indicate the system has been repaired and returned to Mr [redacted] We regret any dissatisfaction he may have experienced and [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Dear Revdex.com, Our records indicate that Dell representative [redacted] has attempted to follow up with the customer in regards to her concern but has not received a responseIf the customer has any further questions the representative can be reached directly by emailing [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] 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 experienceDell representative, [redacted] , contacted the customer and apologized for the problemsThe representative explained the terms and conditions of the warranty that require troubleshooting steps [redacted] also explained when parts are available and shipped the onsite technician will contact the customer to schedule a time to complete the serviceThe representative respectfully denied the customer’s request for a second exchange as it is not warranted and we can resolve this problem faster with onsiteWe have included the link on the warranty so the customer may review: [redacted] We remain available to assist the customer if he would like to move forward with working towards a resolutionThe customer may contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because all agreed-upon actions have not been completed I have not received the gift card and have advised Dell accordinglyRegards, [redacted] ***
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 [redacted] is followed up with the customer who confirmed the system is working fineThe representative can be reached by emailing at [redacted] @Dell.com Sincerely, Advanced Resolution Group INC# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: After I last spoke with [redacted] and thought this was maybe resolving, the calls started again from the [redacted] number with no one there when answeredI tried to reach [redacted] by phone and email with no luckThen on 11/another call came in from the same number with no one thereStill, on 11/no contact from [redacted] and then today 12/2/another call came in which I answered and the man on the other end said he was from Dell Support and that there was problems with my computer that they were tracking and wanted access to itThis indeed was a scam call and after same choice words since he became rude, he finally hung upI tried to immediately reach [redacted] by phone and email and was unable to reach or speak to anyoneThis has to stop and whoever these people are need to be stopped since earlier this year I went thru this but did nothing about itMy background is years of credit and collection and I'm not stupid nor unaware of this type of problem but Dell has to do something about it Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer repaired, replaced, or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate the customer has been provided assistance by Dell technical support representatives to address his concerns Since the date of the submission, a Dell representative contacted the customer to provide additional assistance and the customer reported it appears the technical issues have now been resolved The customer may contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsPlease note that Mr [redacted] was asked to provide a valid proof of purchase for the product in questionOur representative made multiple attempts to reach Mr***; however, has not been able to further discuss this matterWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear RevDex.com I am writing on behalf of Dell Inc. in response to the complaint filed with your office by the customer. Thank you for providing a copy of the submission. We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this... experience. Dell representative, ***, contacted the customer and apologized for the problems. The representative has confirmed that funds were accepted on 6/28/16 by her bank under reference # [redacted] . We ask that the customer follow up with her bank in regards to the funds. The customer may contact the representative by email at [redacted] @Dell.com if there are any further questions or concerns. Sincerely Advanced Resolution Group Incident [redacted] 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 experienceDell representative, [redacted] , contacted the customer apologized for the problemsThe representative has confirmed the feedback has been noted and will be shared with the appropriate teamThe representative has confirmed refund has posted and will reflect on the credit cardWe remain available to assist the customer if there are any further concerns the representative can be reached by email at [redacted] @[email protected] Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: it's unacceptableWe bought a brand new computer that turned out to be faultyAfter Dell finally fixed the problem, the computer was damaged, either by the Dell techs, or by FedEx None of the companies involved, [redacted] - the company who sold us the faulty Dell computer, Dell-who manufactured the faulty Dell computer, and then FedEx-who delivered a damaged computer back to us, none of these companies will stand behind their product, or serviceTo think that we spent our hard earned money, to be jerked around by these so called "reputable" companies, and we literally have no recourse, other than to complain, and be told we have to take someone else's refurbished computer or nothing at allWe've stopped shopping at [redacted] , if at all possible we'll not use FedEx services again, and we will NEVER buy another Dell product againThis hasn't just cost us money, but way too much of our time, first just trying to get the computer working properly, then, TRYING TO GET SOMEONE TO TAKE RESPONSIBILITY FOR DAMAGING OUR COMPUTER! The STRESS and FRUSTRATION that this experience has brought us over the last several months, and still, there is NOTHING WE, THE CONSUMER, CAN DO! This whole process has been unacceptable and disgusting! Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I want to speak to someone in the United States, he is not in the US, he is in IndiaMy computer is still not fixed correctlyBeen working with Comcast my internet provider also and they say it is not their service or equipment, it is the Dell computer
Complaint: [redacted] I am rejecting this response because: after going to the Dell website to make a purchase using the $"goodwill gesture" on Dell's part, there is nothing I need or want Therefore, I consider this an unresolved issue on my part and Dell has already expressed to me that they could do no more I had even asked one tech if I could be reimbursed for the amount I had to pay my own tech to resolve issues that their techs could not They flat out said, no I have deleted the $gift code number from my computer as it is something I cannot use Although I reject their response, I feel that Dell is offering me nothing for the hours and days I've spent on the phone with their techs since I purchased this in August I am thoroughly disgusted with Dell and will never make another purchased from them in the future, nor will I recommend their product to anyone This is a lost cause and feel Dell does not stand behind their product Regards, [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] *** Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has authorized the return of the equipment with a refund, less the funds the customer has already received from Dell, going back to the customer We certainly do apologize if the order was not meeting our customer’s needsThe customer has [redacted] ’s contact information should they need further assistance in this matter Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a Dell order We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate there were delays in manufacturing, then, once the system was built, it appears the computer was lost during the transfer to the carrier for delivery Since the date of the submission, a Dell representative contacted the customer and, for customer satisfaction reasons, assisted with processing a Return Authorization A full refund has since posted to the customer’s Dell account and our representative followed up to provide an update We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The warranty agreenment did not state that my wife would have to take off work on different occasions to be here for a technician The techs that came to the house were great but the online support and the scheduling group (unisys) were horrible There was one occasion where they had no record of our transactions of repairs after we have had technicians already working on the computer I totally understand the warranty agreements BUT they need to live up to there end and supply adequate support and troubleshooting This is a totally unreasonable response to a customer complaint and this company needs to change there customer service in order to satisfy customers In the meantime, I have had some success as the company has shipped me a NEW computer of the same type that I had bought and that was being repaired The only complaint I have is that they should give some type of compensation (and I'm not looking for money) such as an upgrade or at least by leaving the old computer with me due to the inconveniance that my wife and I have had to incur That is the position I am in right now At least I have had some progress since getting the Better Business Burueau involved Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Customer expressed dissatisfaction with Dell service and support and wants a replacement unitWe 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 assistanceAs per the terms of the Limited Hardware Warranty, their Dell unit was serviced at the DepotTheir request for replacement was respectfully deniedFurthermore, our records indicated that the service was completed on December 20, and the unit was delivered to the customer on December 22, 2017, under FedEx tracking number [redacted] Our representative also followto verify that the unit was functioning properlyShould Ms [redacted] have any additional concerns regarding this case, she 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: [redacted] Dell
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative explained the terms of sale, limited hardware warranty, and return policy [redacted] In the interest of customer satisfaction, product return was issued; however, Mr [redacted] elected not to ship the item(s) back to Dell on the prepaid shipping label(s)We 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 [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: They called once and missed meI've now called three times and left messages and have never been called back Regards, [redacted]
Our representative will maintain ownership until a final resolution has been determined
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] As a one-time goodwill gesture, our representative, ***, dispatched depot service for Mr [redacted] ’s systemOur records indicate the system has been repaired and returned to Mr [redacted] We regret any dissatisfaction he may have experienced and [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Dear Revdex.com, Our records indicate that Dell representative [redacted] has attempted to follow up with the customer in regards to her concern but has not received a responseIf the customer has any further questions the representative can be reached directly by emailing [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] 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 experienceDell representative, [redacted] , contacted the customer and apologized for the problemsThe representative explained the terms and conditions of the warranty that require troubleshooting steps [redacted] also explained when parts are available and shipped the onsite technician will contact the customer to schedule a time to complete the serviceThe representative respectfully denied the customer’s request for a second exchange as it is not warranted and we can resolve this problem faster with onsiteWe have included the link on the warranty so the customer may review: [redacted] We remain available to assist the customer if he would like to move forward with working towards a resolutionThe customer may contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because all agreed-upon actions have not been completed I have not received the gift card and have advised Dell accordinglyRegards, [redacted] ***
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 [redacted] is followed up with the customer who confirmed the system is working fineThe representative can be reached by emailing at [redacted] @Dell.com Sincerely, Advanced Resolution Group INC# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: After I last spoke with [redacted] and thought this was maybe resolving, the calls started again from the [redacted] number with no one there when answeredI tried to reach [redacted] by phone and email with no luckThen on 11/another call came in from the same number with no one thereStill, on 11/no contact from [redacted] and then today 12/2/another call came in which I answered and the man on the other end said he was from Dell Support and that there was problems with my computer that they were tracking and wanted access to itThis indeed was a scam call and after same choice words since he became rude, he finally hung upI tried to immediately reach [redacted] by phone and email and was unable to reach or speak to anyoneThis has to stop and whoever these people are need to be stopped since earlier this year I went thru this but did nothing about itMy background is years of credit and collection and I'm not stupid nor unaware of this type of problem but Dell has to do something about it Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer repaired, replaced, or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate the customer has been provided assistance by Dell technical support representatives to address his concerns Since the date of the submission, a Dell representative contacted the customer to provide additional assistance and the customer reported it appears the technical issues have now been resolved The customer may contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsPlease note that Mr [redacted] was asked to provide a valid proof of purchase for the product in questionOur representative made multiple attempts to reach Mr***; however, has not been able to further discuss this matterWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear RevDex.com I am writing on behalf of Dell Inc. in response to the complaint filed with your office by the customer. Thank you for providing a copy of the submission. We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this... experience. Dell representative, ***, contacted the customer and apologized for the problems. The representative has confirmed that funds were accepted on 6/28/16 by her bank under reference # [redacted] . We ask that the customer follow up with her bank in regards to the funds. The customer may contact the representative by email at [redacted] @Dell.com if there are any further questions or concerns. Sincerely Advanced Resolution Group Incident [redacted] Dell Inc.