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,
*** ***
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
Complaint: ***
I am rejecting this response because: First of all I have received this laptop with manufacturing defect & as per the law of United States Of America this is called as unfair trade practicesIt is not my responsibility to check the laptop for it's quality & defects, it supposed to be Dell's responsibility to send me laptop after doing all the necessary quality testsAs i'm not from technical background it is but obvious that I will not be able to realize that this is a manufacturing defectsThis my 2nd experience with Dell's laptop and both are were with manufacturing defectsMy 1st laptop is still lying with defects & I don't pay money to Dell for selling me their defective stuff. Dell offered me REFURBISHED laptop not CERTIFIED laptop, and who will be the responsible if refurbished one doesn't work? When brand new laptops are behaving like this who is going to trust refurbishedBecause of this laptop I am getting burn marks on my legs too as this is heating above 92CI can firmly say that this is effecting my health badly & this is very injuries to health. Looking at all this factors I strongly believe that dell has lost all the ethics & is using malpractices to sell their stuffAgain I will say it is not at all my responsibility to check quality & defects in laptop as I don't belong to this departmentIt is purely Dell's mistake and they should compensate me my way. I know I am right & I want my right & law will help me to get thatI want a brand new laptop same as my current oneThank you.
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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission. Mr*** expressed dissatisfaction with Dell service and support and wants an exchange computer with upgraded specificationsWe regret any dissatisfaction he may have experienced and appreciate the
feedback provided. Since the date of the submission, a Dell representative contacted Mr*** to provide assistance. His original computer was returned to him however he was unhappy with the condition of the computer and wanted a new computer. Our representative denied this request and offered to provide warranty support to repair the computer which the customer declined. As a one-time gesture for customer satisfaction reasons, our representative offered a refurbished exchange computer with a configuration as good as or better than the original purchase, per the terms of Dell’s Limited Hardware Warranty. Mr*** approved the exchange, then once it was on the way requested an upgraded unlike computer which our representative denied. The exchange computer has been delivered and our representative provided contact information should Mr*** need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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
I wish that Dell had been able to provide me with the computer I originally purchased so that it would not have been necessary to involve Revdex.com. I did receive a better computer for the same price and I am satisfied with that resolution
Regards,
*** ***
Today’s Date: 02/10/2016 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 they wish to have gift cards purchased refundedAt this time the agent advised and confirmed with the gift card issuing team that Dell is unable to issue a refund on gift cardsGift cards are non refundable itemsDell 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,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate the order invoiced on 7/13/July customer requested help installing Adobe and MCafee softwareAt the end of the call the customer indicated she was happy and had no further questionsWe did not receive another call until 9/13/the customer has a mail in to depot warrantyThe customer indicated in the rebuttal that they have received the shipping material to ship the system in to the depotAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely,
Advanced Resolution Group
FID # ***
Dell
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
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 worked with our account verification team to resolve the matterOur
representative explained the charges/credits and referred him to DFS (Dell Financial Services) for further account related supportHis request for any additional credit was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,Executive Support TeamIncident 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 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr*** expressed dissatisfaction with communication and processing expectations for a refund to a promotional gift card used for a Dell order that was cancelledWe regret any dissatisfaction he may have
experienced and appreciate the feedback providedAs with most Dell promotions, an expiration date is assigned to promotional gift cards when offered at no additional charge with a purchase from Dell. The terms of the gift cards indicate that if an order is cancelled, a refund can be applied to the gift card however the expiration date remains and if the gift card has expired, Dell would be unable to process a refund to the expired cardSince the date of the submission, a Dell representative contacted Mr*** and, for customer satisfaction reasons, processed a concession coupon that he can use toward a future purchase from DellWe ask that Mr*** contact our representative should there be any further questions regarding this matterSincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because:It's hard to return a unit within days if Dell says send back to them to repair I have been very patient with this It is now past months of needing a computer and still don't have a working computer I received the replacement unit while I was out of town I set up the replacement unit yesterday and within hours it was doing the same exact thing the defective unit is doing I did talk to my Dell contact immediately when it started and he took control of my replacement computer and changed some settings It did not fix the problem I took a video last night and emailed it to my Dell contact I have not heard anything from him so far I would be happy to include the video to anyone that would like to see what the computer is doing I'm beginning to believe it is a bad design in this particular model
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe retailer is currently working with the customer in regards to the refundThe retail representative will be reaching out to the customer to update him on the statusAt this time Dell moves to close the complaint since all further communication will come from the retailerSincerely, 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 customerA Dell representative *** recently contacted the customer regarding this matterThe representative reviewed the details with the customer and we regret any
dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative confirmed system was return and credit has posted by to the original mode of paymentPlease have the customer contact the representative by emailing at ***@Dell.com with any additional questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because Mr*** and Dell refused to provide warranty on a new system purchased from *** around a month back now which legally is still within year of warranty which any manufacturers providesHowever in this case, Dell seems to have sold the laptop to *** yrs back, and citing that date, Dell is refusing to provide warranty. In all warranty and as per their Terms and Conditions, the Warranty starts from the date of purchase by a consumer and no where in the warranty terms it says, that the warranty starts from the date when Dell sells to the retailersThis is illegal practice by Dell to refuse warranty. I am afraid that such a big company is misleading customers and refusing to provide service as per their T&CEven after escalating and putting this in Revdex.com, I have no option where a company refuses to provide and honor their own T&C, and brings in another clause that warranty starts from the date they have sold and not from the date Consumer has purchasedThis is not mentioned any where and I strongly would advice all consumers NOT to buy products from Dell which is an unfair companyEven *** was rude while talking to me when I pointed out these misleading warranty terms and failure to adhere to UDAAP law, and mis-representation of warranty T&Cs, where finally he said, Dell reserves the right to NOT provide warranty to any customerThis is very wrong.I would request Revdex.com to keep this open in Revdex.com so that all consumer can view this and how dishonest Dell as a company is, and what kind of service Dell providesMy purchase is a legal and genuine purchase and its not even one month, and Dell refused to provide warranty serviceDell expects consumers to figure out when the system was sold to the retailer before buying from them to make sure Warranty still existsIts very strange that a new unit purchased has NO warranty, and Dell wants to make money out of this.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I sent back damaged boxes- finally semi- un-damaged ones came months later- I was painting and did not open them- When I did they are both cracked looking- the screens- this is unacceptable.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
However, Dell needs to greatly improve their customer service, as this was a painful process for no reason whatsoever
Regards,
*** ***
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
Complaint: ***
I am rejecting this response because: First of all I have received this laptop with manufacturing defect & as per the law of United States Of America this is called as unfair trade practicesIt is not my responsibility to check the laptop for it's quality & defects, it supposed to be Dell's responsibility to send me laptop after doing all the necessary quality testsAs i'm not from technical background it is but obvious that I will not be able to realize that this is a manufacturing defectsThis my 2nd experience with Dell's laptop and both are were with manufacturing defectsMy 1st laptop is still lying with defects & I don't pay money to Dell for selling me their defective stuff. Dell offered me REFURBISHED laptop not CERTIFIED laptop, and who will be the responsible if refurbished one doesn't work? When brand new laptops are behaving like this who is going to trust refurbishedBecause of this laptop I am getting burn marks on my legs too as this is heating above 92CI can firmly say that this is effecting my health badly & this is very injuries to health. Looking at all this factors I strongly believe that dell has lost all the ethics & is using malpractices to sell their stuffAgain I will say it is not at all my responsibility to check quality & defects in laptop as I don't belong to this departmentIt is purely Dell's mistake and they should compensate me my way. I know I am right & I want my right & law will help me to get thatI want a brand new laptop same as my current oneThank you.
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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission. Mr*** expressed dissatisfaction with Dell service and support and wants an exchange computer with upgraded specificationsWe regret any dissatisfaction he may have experienced and appreciate the
feedback provided. Since the date of the submission, a Dell representative contacted Mr*** to provide assistance. His original computer was returned to him however he was unhappy with the condition of the computer and wanted a new computer. Our representative denied this request and offered to provide warranty support to repair the computer which the customer declined. As a one-time gesture for customer satisfaction reasons, our representative offered a refurbished exchange computer with a configuration as good as or better than the original purchase, per the terms of Dell’s Limited Hardware Warranty. Mr*** approved the exchange, then once it was on the way requested an upgraded unlike computer which our representative denied. The exchange computer has been delivered and our representative provided contact information should Mr*** need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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
I wish that Dell had been able to provide me with the computer I originally purchased so that it would not have been necessary to involve Revdex.com. I did receive a better computer for the same price and I am satisfied with that resolution
Regards,
*** ***
Today’s Date: 02/10/2016 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 they wish to have gift cards purchased refundedAt this time the agent advised and confirmed with the gift card issuing team that Dell is unable to issue a refund on gift cardsGift cards are non refundable itemsDell 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,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate the order invoiced on 7/13/July customer requested help installing Adobe and MCafee softwareAt the end of the call the customer indicated she was happy and had no further questionsWe did not receive another call until 9/13/the customer has a mail in to depot warrantyThe customer indicated in the rebuttal that they have received the shipping material to ship the system in to the depotAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely,
Advanced Resolution Group
FID # ***
Dell
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
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 worked with our account verification team to resolve the matterOur
representative explained the charges/credits and referred him to DFS (Dell Financial Services) for further account related supportHis request for any additional credit was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Thank you for the letter from *** ** ***Our representative has attempted to contact the customer to discuss the correspondence
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 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr*** expressed dissatisfaction with communication and processing expectations for a refund to a promotional gift card used for a Dell order that was cancelledWe regret any dissatisfaction he may have
experienced and appreciate the feedback providedAs with most Dell promotions, an expiration date is assigned to promotional gift cards when offered at no additional charge with a purchase from Dell. The terms of the gift cards indicate that if an order is cancelled, a refund can be applied to the gift card however the expiration date remains and if the gift card has expired, Dell would be unable to process a refund to the expired cardSince the date of the submission, a Dell representative contacted Mr*** and, for customer satisfaction reasons, processed a concession coupon that he can use toward a future purchase from DellWe ask that Mr*** contact our representative should there be any further questions regarding this matterSincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because:It's hard to return a unit within days if Dell says send back to them to repair I have been very patient with this It is now past months of needing a computer and still don't have a working computer I received the replacement unit while I was out of town I set up the replacement unit yesterday and within hours it was doing the same exact thing the defective unit is doing I did talk to my Dell contact immediately when it started and he took control of my replacement computer and changed some settings It did not fix the problem I took a video last night and emailed it to my Dell contact I have not heard anything from him so far I would be happy to include the video to anyone that would like to see what the computer is doing I'm beginning to believe it is a bad design in this particular model
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe retailer is currently working with the customer in regards to the refundThe retail representative will be reaching out to the customer to update him on the statusAt this time Dell moves to close the complaint since all further communication will come from the retailerSincerely, 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 customerA Dell representative *** recently contacted the customer regarding this matterThe representative reviewed the details with the customer and we regret any
dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative confirmed system was return and credit has posted by to the original mode of paymentPlease have the customer contact the representative by emailing at ***@Dell.com with any additional questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because Mr*** and Dell refused to provide warranty on a new system purchased from *** around a month back now which legally is still within year of warranty which any manufacturers providesHowever in this case, Dell seems to have sold the laptop to *** yrs back, and citing that date, Dell is refusing to provide warranty. In all warranty and as per their Terms and Conditions, the Warranty starts from the date of purchase by a consumer and no where in the warranty terms it says, that the warranty starts from the date when Dell sells to the retailersThis is illegal practice by Dell to refuse warranty. I am afraid that such a big company is misleading customers and refusing to provide service as per their T&CEven after escalating and putting this in Revdex.com, I have no option where a company refuses to provide and honor their own T&C, and brings in another clause that warranty starts from the date they have sold and not from the date Consumer has purchasedThis is not mentioned any where and I strongly would advice all consumers NOT to buy products from Dell which is an unfair companyEven *** was rude while talking to me when I pointed out these misleading warranty terms and failure to adhere to UDAAP law, and mis-representation of warranty T&Cs, where finally he said, Dell reserves the right to NOT provide warranty to any customerThis is very wrong.I would request Revdex.com to keep this open in Revdex.com so that all consumer can view this and how dishonest Dell as a company is, and what kind of service Dell providesMy purchase is a legal and genuine purchase and its not even one month, and Dell refused to provide warranty serviceDell expects consumers to figure out when the system was sold to the retailer before buying from them to make sure Warranty still existsIts very strange that a new unit purchased has NO warranty, and Dell wants to make money out of this.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I sent back damaged boxes- finally semi- un-damaged ones came months later- I was painting and did not open them- When I did they are both cracked looking- the screens- this is unacceptable.
Regards,
*** ***