Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionOur records indicate that Dell provided a full refund back to the original mode of payment which Dell is legally bound to doThe credit will reflect on the customers’ next billing statementThe customer may contact Dell Financial at ###-###-#### to receive further informationPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident 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 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 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, [redacted] , has dispatched depot service for the replacement system and our records indicate the repairs are in progress [redacted] will remain engaged and may be contacted via email at [redacted] @Dell.comWe regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] followed up with the customer and offered to exchange the black keyboard and mouse for a white oneThe representative provided pictures of the Pedestal stand verses the Easel standThe customers receipt and confirmation shows she purchased the Easel standAt this time the representative is waiting for the customer to confirm her shipping address for the white keyboard and mouse to be sentThe representative will maintain ownership of the account until the replacement keyboard and mouse on receivedThe customer has been provided the representatives contact informationSincerely, Advanced Resolution Group FID # [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I received this computer in July, it was unopened and unused prior to my receiving itI have proof of registration on July 17thThey refuse to exchange this computer even though it was just opened less than days ago, but they paid to have a technician come out to install a hard drive that they talked me into buying, when they knew it would not workI have returned the hard drive and they have not initiated my refundThey have lied to me repeatedlyThey had the nerve to offer me a 10% discount to buy something elseWhy would I want to buy anything else from them, when I know they do not stand behind their products, they lie and then try to make me buy more products that are useless from them, especially since they have not refunded my money for the hard drive I returned? They are dishonest and don't care about their customersThe computer they sold me is also uselessThe entire memory/hard drive is taken up by the Windows operating system, rendering the machine uselessThere are tons of complaints up on their Facebook and Yelp pagesThey don't care Regards, [redacted] ***
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] ***
Today’s Date: 04/12/2016 Dear RevDex.com, Thank you for providing a copy of the customer submission. Dell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondence. The customer states the refund has not yet been processed. At this time the agent has confirmed with the customer the refund has been processed and matter addressed. Dell regrets any inconvenience caused and we thank the customer for their time and patience during this process. The customer may also contact the representative at [redacted] with any additional questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: [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
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
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. I have received my replacement laptop from Dell. I consider the matter resolved. Thank you for your assistance. Regards, [redacted] ***
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 Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsIn the interest of customer satisfactions, our representative processed a product return for order# [redacted] Our records show that the credit has been posted to the original form of payment, which should reflect on his next billing statementOur representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. It is a shame that it had to come to this because Dell customer service did not reply to 3 inquiries and did not get any response until [redacted] got involved Regards, [redacted]
Revdex.com Complaint ID: [redacted] 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, [redacted] 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 [redacted] has confirmed with the customer that the Microsoft Store has resolved his issue Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
A Dell representative remains engaged with the customer to address these issues and a service dispatch has been scheduledWe ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter
The Dell representative is continuing to work with the customer regarding their concerns Representative, [redacted] will remain the customer’s point of contact until this matter has been resolved The representative can be reached directly by email at [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 a new monitor or a partial refund We regret any miscommunication which may have occurred and appreciate the feedbackDell records indicate the customer was originally sent a new monitor and that a subsequent exchange was for a refurbished monitor Per the terms and conditions of Dell’s Limited Hardware Warranty, systems which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or units, as described in the warranty terms Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative, for customer satisfaction reasons, processed a service dispatch to replace the customer’s monitor with a new monitor and, upon follow up, the customer confirmed receipt of the replacement monitor Our representative remains available to assist the customer with the return of the original monitor We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] 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 resolutionOur records indicate that Dell provided a full refund back to the original mode of payment which Dell is legally bound to doThe credit will reflect on the customers’ next billing statementThe customer may contact Dell Financial at ###-###-#### to receive further informationPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident 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 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 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, [redacted] , has dispatched depot service for the replacement system and our records indicate the repairs are in progress [redacted] will remain engaged and may be contacted via email at [redacted] @Dell.comWe regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] followed up with the customer and offered to exchange the black keyboard and mouse for a white oneThe representative provided pictures of the Pedestal stand verses the Easel standThe customers receipt and confirmation shows she purchased the Easel standAt this time the representative is waiting for the customer to confirm her shipping address for the white keyboard and mouse to be sentThe representative will maintain ownership of the account until the replacement keyboard and mouse on receivedThe customer has been provided the representatives contact informationSincerely, Advanced Resolution Group FID # [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I received this computer in July, it was unopened and unused prior to my receiving itI have proof of registration on July 17thThey refuse to exchange this computer even though it was just opened less than days ago, but they paid to have a technician come out to install a hard drive that they talked me into buying, when they knew it would not workI have returned the hard drive and they have not initiated my refundThey have lied to me repeatedlyThey had the nerve to offer me a 10% discount to buy something elseWhy would I want to buy anything else from them, when I know they do not stand behind their products, they lie and then try to make me buy more products that are useless from them, especially since they have not refunded my money for the hard drive I returned? They are dishonest and don't care about their customersThe computer they sold me is also uselessThe entire memory/hard drive is taken up by the Windows operating system, rendering the machine uselessThere are tons of complaints up on their Facebook and Yelp pagesThey don't care Regards, [redacted] ***
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] ***
Today’s Date: 04/12/2016 Dear RevDex.com, Thank you for providing a copy of the customer submission. Dell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondence. The customer states the refund has not yet been processed. At this time the agent has confirmed with the customer the refund has been processed and matter addressed. Dell regrets any inconvenience caused and we thank the customer for their time and patience during this process. The customer may also contact the representative at [redacted] with any additional questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: [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
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
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. I have received my replacement laptop from Dell. I consider the matter resolved. Thank you for your assistance. Regards, [redacted] ***
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 Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsIn the interest of customer satisfactions, our representative processed a product return for order# [redacted] Our records show that the credit has been posted to the original form of payment, which should reflect on his next billing statementOur representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. It is a shame that it had to come to this because Dell customer service did not reply to 3 inquiries and did not get any response until [redacted] got involved Regards, [redacted]
Revdex.com Complaint ID: [redacted] 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, [redacted] 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 [redacted] has confirmed with the customer that the Microsoft Store has resolved his issue Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Our representative will maintain ownership until a final resolution has been determined
A Dell representative remains engaged with the customer to address these issues and a service dispatch has been scheduledWe ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter
The Dell representative is continuing to work with the customer regarding their concerns Representative, [redacted] will remain the customer’s point of contact until this matter has been resolved The representative can be reached directly by email at [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 a new monitor or a partial refund We regret any miscommunication which may have occurred and appreciate the feedbackDell records indicate the customer was originally sent a new monitor and that a subsequent exchange was for a refurbished monitor Per the terms and conditions of Dell’s Limited Hardware Warranty, systems which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or units, as described in the warranty terms Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative, for customer satisfaction reasons, processed a service dispatch to replace the customer’s monitor with a new monitor and, upon follow up, the customer confirmed receipt of the replacement monitor Our representative remains available to assist the customer with the return of the original monitor We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc