Dear Revdex.com,Thank you for providing a copy of the customer’s submission Ms [redacted] expressed dissatisfaction with communication and processing expectations for promotional gift cards from Dell As with most Dell promotions, an expiration date is assigned to promotional gift cards when offered at no additional charge with the purchase of a product from Dell This information is made available under the terms of the promotion and when the promotional gift card is distributed It would be against Dell policy for a Dell representative to provide a promotion outside of the guidelines of the promotion Since the date of the submission, a Dell representative contacted Ms [redacted] to inform her that Dell will not reissue the gift cards again as the expiration date has passed Our representative provided her contact information should there be any further questions regarding this matter Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
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 To Whom it may concern I will accept the offer from Dell to be reimbursed for the FULL AMOUNT of the cost I paid for the Computer $Thank You [redacted]
Dear RevDex.com, Thank you for the opportunity to address the correspondence submitted by Ms. [redacted] . A Dell representative recently contacted Ms. [redacted] regarding her concerns. Our representative explained the terms of sale and limited hardware warranty. After further... review, our representative processed a replacement unit. Our records show that the replacement was delivered on December 29th, 2015 under FedEx Tracking # [redacted] . Our representative also followed-up to confirm resolution. We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience. We remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policies. Our representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms. [redacted] has any further concerns regarding this case. Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc.
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, [redacted] , dispatched depot service and our records indicate the repairs have been completed and the system returned to Ms [redacted] , however; she has not responded to subsequent contact attemptsWe regret any dissatisfaction Ms [redacted] may have experienced and [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [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]
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
Complaint: [redacted] I am rejecting this response because: I want to be clear. The replacement did not have the same specification as the original system. I payed for a gtx 1050ti not a gtx 1050. Your response "customer wasnt satisfied" sounds like its my fault Regards, [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 submissionIf the customer would like to move forward with the repair she may contact the representative for a 10% discountIf the customer would like to move forward with the repair we ask that they contact them at ###-###-####The representative maybe reached by emailing him at [redacted] @Dell.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:First they said it was for warranties now they are saying that I had a unpaid balance I asked them for a statement they can not provide me with that and they also said that I paid for the laptop but I did not pay for the tabletWell they had a promotion going on buy a computer and get a free tabletSo no I did not pay for the free tablet.What kind of company does not keep records of purchases and payments.I have talked to them several times and asked them what are the charges for and they can not tell me their response is "I don't have that information" Regards, [redacted]
Thank you for providing a copy of the customer submissionDell representative, ***, contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at [redacted] @Dell.com
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative explained the terms of sale, limited hardware warranty, and return policy [redacted] [redacted] [redacted] Our representative offered an onsite service; however, Ms [redacted] elected not to accept our offer of assistancePlease note that Ms [redacted] stated that she has disputed the charges with her BankHer request for refund through Dell was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her 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 Ms [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, This case was routed to Global Escalation Management for resolutionMs [redacted] will be assigned a Dell representative that will be her single point of contact through to resolutionSincerely,Dell Advanced Resolution Team
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 meRegards, [redacted] ***
Dear Revdex.com, Our records indicate that Dell representative [redacted] has been in contact with Ms [redacted] to discuss her issue of ordering a Vizio inch 4K TV and discovering a month later that she had received a model that was not 4K [redacted] is working to expedite a pickup and return of the TV for a full refundWe ask that Ms [redacted] contact our representative at [redacted] @Dell.com with any further questions regarding this matterWe will update your office again once Ms***’s issues have been resolvedWe request the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
BBB Complaint ID: [redacted] Dear RevDex.com, I am writing on behalf of Dell Inc. in response to the complaint filed with your office by the customer, [redacted] *. [redacted] . Thank you for providing a copy of the customer’s submission. I appreciate Mr. [redacted] ’s input... regarding his most recent purchase with Dell and the support he had received from one of our Care representatives. Whether our customers’ observations are positive or negative, they remain one of our most valuable tools for determining how we can best improve our service. I sincerely apologize if any of Dell’s representatives failed to address Mr. [redacted] in a professional and courteous manner. Our records indicate the customer had placed his online order on 12/03/2015; this order actually shipped the very same day, and was delivered on 12/04/2015 which is Next Business Day delivery, per the customer’s request. A friendly reminder to our customer, at this time we do not offer weekend delivery. Dell representative; [redacted] had reached out to the customer by telephone but at the time of the call, the customer had no account information with him in order for the customer and the representative to discuss this matter. I sincerely hope this letter is sufficient. Please have the customer contact our representative directly by email at [redacted] _***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc.
Complaint: [redacted] I am rejecting this response because: Dell is not attempting to resolve this issueTheir tactic is to continue to reiterate the same consumer-unfriendly "deal with it or leave" attitude, until I hopefully go awayTheir response about a general statement regarding prices and promotions is not sufficient to satisfy Texas consumer protection law, which declares unlawful:"(10) advertising goods or services with intent not to supply a reasonable expectable public demand, unless the advertisements disclosed a limitation of quantity;"- Texas Business and Commerce Code, Section 2, 17.46Dell did not disclose a limitation of quantity on this good, and they clearly could not supply reasonable expectable public demandTheir internal supply chain challenges are not the issue, and certainly not my problem as a consumerVery simply, they advertised this good at an aggressive price without sufficient supply, knowing their tactic would just be to blame the supplier while taking customers moneyThis is illegalAgain, my intent is to be treated fairly, not pursue a legal case against Dell, but in return their only intent seems to be getting an unhappy customer off their back, rather than dealing fairly and turning my impression aroundAfter my experience so far I have little hope that Dell will be a responsible businessI categorically reject their "resolutions" and warn all other buyers that what used to be a reputable company is now running an antagonistic and deceptive business without regard for consumer protection law or customer happiness[redacted] Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:While Dell has sent a new computer, I have not yet received it Once I receive the computer, set it up and test it, we will respond with either an acceptance or additional information Regards, [redacted]
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 Regards, [redacted] PS - Dell's customer service is atrociousOriginal order was placed 11/26, was cancelled, and then a second order was placed to replace it which had an original estimated deliver date of 12/This was delayed, and the second order didn't end up being delivered until 12/In between Dell tried to up-sell me on a replacement (more money), I spent about hours total on hold, and details about why my order was cancelled/delayed multiple times were murky at bestSo yes, my order was received, but Dell has lost me as a customer
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 Since the date of our last response, a Dell representative, [redacted] , made multiple attempts by telephone and e-mail to contact the customer to discuss their concerns and, to date, there has been no response to the messages left by the representative Should the customer still need assistance, we ask that they contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Dell fulfilled the order by shipping the items regardless if it was a pricing errorDell's terms of sale and the UCC state that the title of the items passes to the buyer at time of shipmentDell therefore does not have legal authority to return the items to themselvesDell has refused to acknowledge this factFurthermore, Dell has failed to communicate with all buyers about their intentions and has failed to give a refund to any of the buyers after more than enough time Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Ms [redacted] expressed dissatisfaction with communication and processing expectations for promotional gift cards from Dell As with most Dell promotions, an expiration date is assigned to promotional gift cards when offered at no additional charge with the purchase of a product from Dell This information is made available under the terms of the promotion and when the promotional gift card is distributed It would be against Dell policy for a Dell representative to provide a promotion outside of the guidelines of the promotion Since the date of the submission, a Dell representative contacted Ms [redacted] to inform her that Dell will not reissue the gift cards again as the expiration date has passed Our representative provided her contact information should there be any further questions regarding this matter Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
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 To Whom it may concern I will accept the offer from Dell to be reimbursed for the FULL AMOUNT of the cost I paid for the Computer $Thank You [redacted]
Dear RevDex.com, Thank you for the opportunity to address the correspondence submitted by Ms. [redacted] . A Dell representative recently contacted Ms. [redacted] regarding her concerns. Our representative explained the terms of sale and limited hardware warranty. After further... review, our representative processed a replacement unit. Our records show that the replacement was delivered on December 29th, 2015 under FedEx Tracking # [redacted] . Our representative also followed-up to confirm resolution. We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience. We remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policies. Our representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms. [redacted] has any further concerns regarding this case. Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc.
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, [redacted] , dispatched depot service and our records indicate the repairs have been completed and the system returned to Ms [redacted] , however; she has not responded to subsequent contact attemptsWe regret any dissatisfaction Ms [redacted] may have experienced and [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [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]
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
Complaint: [redacted] I am rejecting this response because: I want to be clear. The replacement did not have the same specification as the original system. I payed for a gtx 1050ti not a gtx 1050. Your response "customer wasnt satisfied" sounds like its my fault Regards, [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 submissionIf the customer would like to move forward with the repair she may contact the representative for a 10% discountIf the customer would like to move forward with the repair we ask that they contact them at ###-###-####The representative maybe reached by emailing him at [redacted] @Dell.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:First they said it was for warranties now they are saying that I had a unpaid balance I asked them for a statement they can not provide me with that and they also said that I paid for the laptop but I did not pay for the tabletWell they had a promotion going on buy a computer and get a free tabletSo no I did not pay for the free tablet.What kind of company does not keep records of purchases and payments.I have talked to them several times and asked them what are the charges for and they can not tell me their response is "I don't have that information" Regards, [redacted]
Thank you for providing a copy of the customer submissionDell representative, ***, contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at [redacted] @Dell.com
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative explained the terms of sale, limited hardware warranty, and return policy [redacted] [redacted] [redacted] Our representative offered an onsite service; however, Ms [redacted] elected not to accept our offer of assistancePlease note that Ms [redacted] stated that she has disputed the charges with her BankHer request for refund through Dell was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her 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 Ms [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, This case was routed to Global Escalation Management for resolutionMs [redacted] will be assigned a Dell representative that will be her single point of contact through to resolutionSincerely,Dell Advanced Resolution Team
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 meRegards, [redacted] ***
Dear Revdex.com, Our records indicate that Dell representative [redacted] has been in contact with Ms [redacted] to discuss her issue of ordering a Vizio inch 4K TV and discovering a month later that she had received a model that was not 4K [redacted] is working to expedite a pickup and return of the TV for a full refundWe ask that Ms [redacted] contact our representative at [redacted] @Dell.com with any further questions regarding this matterWe will update your office again once Ms***’s issues have been resolvedWe request the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
BBB Complaint ID: [redacted] Dear RevDex.com, I am writing on behalf of Dell Inc. in response to the complaint filed with your office by the customer, [redacted] *. [redacted] . Thank you for providing a copy of the customer’s submission. I appreciate Mr. [redacted] ’s input... regarding his most recent purchase with Dell and the support he had received from one of our Care representatives. Whether our customers’ observations are positive or negative, they remain one of our most valuable tools for determining how we can best improve our service. I sincerely apologize if any of Dell’s representatives failed to address Mr. [redacted] in a professional and courteous manner. Our records indicate the customer had placed his online order on 12/03/2015; this order actually shipped the very same day, and was delivered on 12/04/2015 which is Next Business Day delivery, per the customer’s request. A friendly reminder to our customer, at this time we do not offer weekend delivery. Dell representative; [redacted] had reached out to the customer by telephone but at the time of the call, the customer had no account information with him in order for the customer and the representative to discuss this matter. I sincerely hope this letter is sufficient. Please have the customer contact our representative directly by email at [redacted] _***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc.
Complaint: [redacted] I am rejecting this response because: Dell is not attempting to resolve this issueTheir tactic is to continue to reiterate the same consumer-unfriendly "deal with it or leave" attitude, until I hopefully go awayTheir response about a general statement regarding prices and promotions is not sufficient to satisfy Texas consumer protection law, which declares unlawful:"(10) advertising goods or services with intent not to supply a reasonable expectable public demand, unless the advertisements disclosed a limitation of quantity;"- Texas Business and Commerce Code, Section 2, 17.46Dell did not disclose a limitation of quantity on this good, and they clearly could not supply reasonable expectable public demandTheir internal supply chain challenges are not the issue, and certainly not my problem as a consumerVery simply, they advertised this good at an aggressive price without sufficient supply, knowing their tactic would just be to blame the supplier while taking customers moneyThis is illegalAgain, my intent is to be treated fairly, not pursue a legal case against Dell, but in return their only intent seems to be getting an unhappy customer off their back, rather than dealing fairly and turning my impression aroundAfter my experience so far I have little hope that Dell will be a responsible businessI categorically reject their "resolutions" and warn all other buyers that what used to be a reputable company is now running an antagonistic and deceptive business without regard for consumer protection law or customer happiness[redacted] Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:While Dell has sent a new computer, I have not yet received it Once I receive the computer, set it up and test it, we will respond with either an acceptance or additional information Regards, [redacted]
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 Regards, [redacted] PS - Dell's customer service is atrociousOriginal order was placed 11/26, was cancelled, and then a second order was placed to replace it which had an original estimated deliver date of 12/This was delayed, and the second order didn't end up being delivered until 12/In between Dell tried to up-sell me on a replacement (more money), I spent about hours total on hold, and details about why my order was cancelled/delayed multiple times were murky at bestSo yes, my order was received, but Dell has lost me as a customer
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 Since the date of our last response, a Dell representative, [redacted] , made multiple attempts by telephone and e-mail to contact the customer to discuss their concerns and, to date, there has been no response to the messages left by the representative Should the customer still need assistance, we ask that they contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Dell fulfilled the order by shipping the items regardless if it was a pricing errorDell's terms of sale and the UCC state that the title of the items passes to the buyer at time of shipmentDell therefore does not have legal authority to return the items to themselvesDell has refused to acknowledge this factFurthermore, Dell has failed to communicate with all buyers about their intentions and has failed to give a refund to any of the buyers after more than enough time Regards, [redacted]