Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***-***A Dell representative contacted the customer regarding the issues described in her correspondenceA credit was processed and our records indicate the credit has been
applied to the original form of paymentWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident 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
However, Dell needs to greatly improve their customer service, as this was a painful process for no reason whatsoever
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell service and support and wants to return his computer We regret any miscommunication which may have occurred and appreciate the feedback Dell
has a thirty (30) day return period and, as the order invoiced during March, 2016, a return for a refund would not be an optionDell records indicate there was a miscommunication with the part sent by Dell to resolve the issue as Mr*** indicated he expected an SSD drive replacement instead of the hard drive sent In order to send a different part, a second dispatch would be necessary and terms of a customer’s warranty would not be altered based on a customer’s expectations Our records further indicate Mr*** was provided support consistent with the terms of his warranty Since the date of the submission, a Dell representative contacted Mr*** to discuss his concerns and clarify the terms of the warranty Our representative offered support, per the warranty, however, Mr*** requested a refund or a system exchange which our representative denied We remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policies Our representative provided contact information and will remain available should Mr*** want our representative’s assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Today’s Date: 06/15/2016 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 been unable to reach the customer nor has the customer responded to the agents correspondenceWe ask the customer to contact the representative at ***@Dell.com should they still require assistance. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: the representative was extremely RUDEi was told by other rep I would receive something and this rep *** decided to laugh and mach me on phoneI am filing every complaint I could after talking with heri then iasked her to put me through to a manager and she said she was the only boss and there was no boss above her? so in short *** owns and runs dell? thanks *** for no help what so ever and trying to laugh at a customer that bought a 2,laptopi will be returning everything I can to dell and telling everyone I know not to deal with dell for anything anytime*** has also hung up on me numerous times because of asking her a question and she does not know the answer so instead of asking a manager she hangs up on youDELL I dont know if you know how BAD your customer service isfrom *** to *** "who put through a $sale on my account when I told him to leave me alone and I hung up on him" DELL get your employees together or hire someone that can.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The request of using promotional gift card was submitted at the time of order using Dell Email supportDell has ignored the request and I still have not received any responseDell stated they can't apply the gift card because the order has already shipped, but it only happens because Dell did not do their part of fulfill my request.
Regards,
*** ***
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe customers purchased online and elected a one year warranty which expired on 7/31/The last contact and service call was 5/30/Dell has closed this complaintAdvanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative has followed up with the customer Mr*** received an exchange system but has not returned the old unitAt this time a prepaid label is being issued and once a system is received in further service can be providedThe representative will continue to work with the customer until a resolution is in placeOur representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** Dell Inc
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 informed the customer the charge on her account is from Cleverbridge and
not Dell and she will need to contact them. 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
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. I really appreciate ***'s (From Dell) help on this.
m
Regards,
*** ***
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
Today’s Date: 04/22/2016 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 battery concerns with their Dell unitAt this time the customer advised the agent the system was returned to the retail storeThe agent apologized for the inconvenience and took the customers feedbackDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should there be any additional questions. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: I am out of town until Oct The company sent a refurbished computer and it has been delivered according to my wifeI have not been able to check out the computer to see if it works or has any issuesThe computer that I currently have has been repaired several times and still has issues with crashes and freezing up even after being repaired by DellThe refurbished computer may have the same type of issuesI will not know until I have had a chance to check the computer out and use it to see if it works properly
Regards,
*** ***
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,
*** * ***
Today’s Date: 01/04/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, ** ***, to address the contents of their correspondenceThe customer states a delayed shipment with a TV orderAt this time the agent has confirmed the customer received the TV and has taken the customers feedback regarding the shipping experienceDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by
MrTaylor MeyerA Dell representative recently contacted *** *** regarding his concernsIn the interest of customer satisfaction, a replacement unit was processedOur records show that the replacement order# *** was delivered to *** *** on April 13, under FedEx tracking# ***Our representative also followwith *** *** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***, in case *** *** has any further questions regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDells position remains the same the customer records indicate order completed the build process and shipped on 1/18/and delivered on 1/20/which is 2nd dayThe customers chat clearly shows that she was told to contact customer care for a return if that is her decisionThe scratch the customer describes is unfortunate but also cosmetic and does not affect performanceThe customer did not contact again until April which is why her option to return is deniedWe remain available to assist the customer under the terms of the warrantyIf the customer has any further questions he may contact the representative by emailing ***@Dell.com
Sincerely,
Advanced Resolution Group
***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, dispatched a return for credit for Ms*** and our records indicate the system has been returned and the credit has been applied to the
original form of payment*** may be contacted via e-mail at ***@Dell.comWe regret any dissatisfaction Ms*** may have experienced and appreciate the feedback provided regarding his Dell Experience.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
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, Our records indicate that Dell has confirmed that the Mr*** received a new replacement from the retailer. Mr*** has received a return shipping label for the monitor that was damaged. Dell does understand the Mr*** is very frustrated but for our customers security the records were not reflecting Mr***’s information. Mr*** requested no further contact by Dell representatives so we will close the complaintSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***-***A Dell representative contacted the customer regarding the issues described in her correspondenceA credit was processed and our records indicate the credit has been
applied to the original form of paymentWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident 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
However, Dell needs to greatly improve their customer service, as this was a painful process for no reason whatsoever
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell service and support and wants to return his computer We regret any miscommunication which may have occurred and appreciate the feedback Dell
has a thirty (30) day return period and, as the order invoiced during March, 2016, a return for a refund would not be an optionDell records indicate there was a miscommunication with the part sent by Dell to resolve the issue as Mr*** indicated he expected an SSD drive replacement instead of the hard drive sent In order to send a different part, a second dispatch would be necessary and terms of a customer’s warranty would not be altered based on a customer’s expectations Our records further indicate Mr*** was provided support consistent with the terms of his warranty Since the date of the submission, a Dell representative contacted Mr*** to discuss his concerns and clarify the terms of the warranty Our representative offered support, per the warranty, however, Mr*** requested a refund or a system exchange which our representative denied We remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policies Our representative provided contact information and will remain available should Mr*** want our representative’s assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Today’s Date: 06/15/2016 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 been unable to reach the customer nor has the customer responded to the agents correspondenceWe ask the customer to contact the representative at ***@Dell.com should they still require assistance. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: the representative was extremely RUDEi was told by other rep I would receive something and this rep *** decided to laugh and mach me on phoneI am filing every complaint I could after talking with heri then iasked her to put me through to a manager and she said she was the only boss and there was no boss above her? so in short *** owns and runs dell? thanks *** for no help what so ever and trying to laugh at a customer that bought a 2,laptopi will be returning everything I can to dell and telling everyone I know not to deal with dell for anything anytime*** has also hung up on me numerous times because of asking her a question and she does not know the answer so instead of asking a manager she hangs up on youDELL I dont know if you know how BAD your customer service isfrom *** to *** "who put through a $sale on my account when I told him to leave me alone and I hung up on him" DELL get your employees together or hire someone that can.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The request of using promotional gift card was submitted at the time of order using Dell Email supportDell has ignored the request and I still have not received any responseDell stated they can't apply the gift card because the order has already shipped, but it only happens because Dell did not do their part of fulfill my request.
Regards,
*** ***
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe customers purchased online and elected a one year warranty which expired on 7/31/The last contact and service call was 5/30/Dell has closed this complaintAdvanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative has followed up with the customer Mr*** received an exchange system but has not returned the old unitAt this time a prepaid label is being issued and once a system is received in further service can be providedThe representative will continue to work with the customer until a resolution is in placeOur representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** Dell Inc
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 informed the customer the charge on her account is from Cleverbridge and
not Dell and she will need to contact them. 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
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. I really appreciate ***'s (From Dell) help on this.
m
Regards,
*** ***
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
Today’s Date: 04/22/2016 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 battery concerns with their Dell unitAt this time the customer advised the agent the system was returned to the retail storeThe agent apologized for the inconvenience and took the customers feedbackDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should there be any additional questions. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: I am out of town until Oct The company sent a refurbished computer and it has been delivered according to my wifeI have not been able to check out the computer to see if it works or has any issuesThe computer that I currently have has been repaired several times and still has issues with crashes and freezing up even after being repaired by DellThe refurbished computer may have the same type of issuesI will not know until I have had a chance to check the computer out and use it to see if it works properly
Regards,
*** ***
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,
*** * ***
Today’s Date: 01/04/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, ** ***, to address the contents of their correspondenceThe customer states a delayed shipment with a TV orderAt this time the agent has confirmed the customer received the TV and has taken the customers feedback regarding the shipping experienceDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by
MrTaylor MeyerA Dell representative recently contacted *** *** regarding his concernsIn the interest of customer satisfaction, a replacement unit was processedOur records show that the replacement order# *** was delivered to *** *** on April 13, under FedEx tracking# ***Our representative also followwith *** *** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***, in case *** *** has any further questions regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDells position remains the same the customer records indicate order completed the build process and shipped on 1/18/and delivered on 1/20/which is 2nd dayThe customers chat clearly shows that she was told to contact customer care for a return if that is her decisionThe scratch the customer describes is unfortunate but also cosmetic and does not affect performanceThe customer did not contact again until April which is why her option to return is deniedWe remain available to assist the customer under the terms of the warrantyIf the customer has any further questions he may contact the representative by emailing ***@Dell.com
Sincerely,
Advanced Resolution Group
***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, dispatched a return for credit for Ms*** and our records indicate the system has been returned and the credit has been applied to the
original form of payment*** may be contacted via e-mail at ***@Dell.comWe regret any dissatisfaction Ms*** may have experienced and appreciate the feedback provided regarding his Dell Experience.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
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, Our records indicate that Dell has confirmed that the Mr*** received a new replacement from the retailer. Mr*** has received a return shipping label for the monitor that was damaged. Dell does understand the Mr*** is very frustrated but for our customers security the records were not reflecting Mr***’s information. Mr*** requested no further contact by Dell representatives so we will close the complaintSincerely Advanced Resolution Group Incident *** Dell Inc