Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund for recent Dell orders recalled by Dell We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer and, subsequently, refunds for the orders have completed processing Our representative remains engaged and has informed the customer that the refunds have posted and they should see the credits reflected on their next monthly billing statement Our representative relayed that the customer should have received an automated e-mail indicating the order was being recalled and to contact Dell’s order verification team to discuss removing the verification hold from the account The customer indicated that the e-mail was not received Dell will not be providing any additional internal Dell communications as the customer requests We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance they may need regarding this 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 and apologized for the problemsThe representative explain that the system is out of warrantyThe representative did provide some suggestion on resolutionIf the steps do not resolve the problem the customer will need to contact the fee based supportThe representative can be reached at email [redacted] @Dell.comAdvanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***Our representative, ***, respectfully denied Mr***’s request to honor the promotional price as the order was cancelled per Dell’s Terms and Conditions of the Sale and the promotion is no longer available [redacted] However, as a one-time goodwill gesture, [redacted] offered Mr[redacted] a 15% credit on any order placed on a monitorWe regret the dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell experience [redacted] remains available and 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:I do not believe Dell.com actually had any of the promotional stock available for sale, and this was a case of bait-and-switch advertising, which Dell has faced litigation for in the past I base this assumption on the fact that I have found hundreds of complaints on this exact sale, and not a single person who were able to secure the promotional price before being redirected to the same product at full priceWhile I have given up on pursuing the promotional price for this TV, I have not conceded that I was just unlucky I believe the Revdex.com should request that Dell release documentation in good faith that there was actually promotional stock available, because I absolutely do not believe that be the case The Revdex.com is charged with protecting consumers from fraudulent advertising as described in their mission statement: "The Revdex.com system since its founding in has made advertising self-regulation a part of their missionDuring that time, misleading and fraudulent advertising and the lack of any effective regulation led to Revdex.coms formation, for the purpose of promoting truth in advertisingUntil today, review and voluntary correction of local advertising is till a core service offered by the bureau."I believe that Dell should release documentation in good faith to the Revdex.com to prove that this was not a bait-and-switch scam, and there should be an ethical guideline established by the Revdex.com that disallows organizations from aggressive promotion of a sale where "limited quantities" actually means 1, 2, or even zero of stock available at that sale price Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: [redacted] sent an email that said that although an exchange was not approved that the unit was repaired and sent back Unfortunately, nothing was done to the unit, it was returned unrepaired Regards, [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 recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] explained that an imaged hard drive would only have the original operating system installed on it and not software the customer installed after receipt [redacted] also respectfully declined the customer’s request for reimbursement as it was the customer’s decision to involve a third party 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 GroupIncident ID# [redacted] Dell Inc
Revdex.com: I confirm that the credit did finally post to our credit card and that was our original desireWe returned the laptop which did not meet our expectations and that we be fully credited Thus, 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]
Dear Revdex.com, Thank you for providing a copy of the customer’s submission A Dell representative contacted the customer and explained that the system only came with a one year warranty The customer purchased the system from the retailer as a clearance item This is why the retailer advised it would only have a to day warranty The system is out of warranty if the customer would like to receive support he may contact the out of warranty department at ###-###-#### Should 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/Support Sincerely, Advanced Resolution Group FID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: I understand what Dell Incis sayingHowever I feel I had to start high with my request to resolve this issueWould I would really like is my extented primum coverage on software and hardware extented years for freeAccitentle proctection can be drop after the years I paid for 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 offered to have the customer’s computer serviced/repaired If the customer wishes to accept this offer he can contact [redacted] 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***Our representative has been in contact with the customer and advised, per the terms and conditions of the Dell Gift Card policy, the account is not eligible to use a gift card We regret any dissatisfaction which may have been experienced and appreciate the feedback provided Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because: I still haven't heard anything on how long this will takeI have sent these awhile back now.? Regards, [redacted]
Today’s Date: 08/16/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] ***, to address the contents of their correspondenceAt this time a refund has been approved and processed for the customerDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
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, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has been instrumental in assisting the customer with the service call in order to have the Liquid Crystal Display (LCD) replaced on the computer [redacted] had explained to the customer the necessary parts for the repair had been on back-order so this is why the process had been delayed The repair has since been completed and [redacted] has confirmed with the customer the repair has been done We certainly do apologize for any frustration this matter may have caused our customer 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
Dear Revdex.com, Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with communication regarding his Dell Financial Services (DFS) account and processing expectations for a promotional gift cardWe regret any dissatisfaction he may have experienced and appreciate the feedback provided The customer would need to contact DFS directly to discuss the confidential DFS account information Since the date of the follow up submission, a Dell representative contacted the customer to discuss his concerns Our representative informed the customer that the gift card promotion would be provided days after the invoice date and provided contact information should he need further assistance We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
The customer purchased a new system which had technical issues that were not resolved in an adequate mannerThe customer requested a new system exchange which was denied as well as a return for credit being deniedThe customer reports she disputed the charges with her bank and she will receive a refund in full when they reverse the chargesOur representative closed this case but can be reached at [redacted] @dell.com
Dell representative remains engaged to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at [redacted] @Dell.com for any further assistance they may need regarding this matter
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] *** Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has spoken with the customer regarding the Dell 3100CN Printer they had purchased from a third party In the interest of customer satisfaction, [redacted] has assisted and resolved the matter for the customer free of charge, but has explained to the customer, going forward if they should need assistance with the printer, they should transfer ownership into their name and since the printer is out of warranty, the customer will need to pay for support; the customer has indicated they understand the terms The customer has our representative’s contact information should they need further assistance in this particular matter Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission The customer expressed dissatisfaction with Dell’s response and stated they have already done an operating system software installation and do not believe it will resolve the intermittent issue Dell records do not support the customer’s statements A factory reset was performed however if there was corruption in the operating system software, it may not be resolved with a reset as opposed to an operating system reinstallation which deletes any prior version of the software and reloads the operating system software During a phone call with our representative, assistance was offered to perform a clean operating system reinstallation and the customer declined Our representative followed up with an e-mail dated August 24, 2017, indicating he would be happy to assist with this process if the customer was willing to accept the assistance As Dell’s stance remains unchanged, no further attempt will be made to reach the customer regarding this matterOur representative remains available to discuss these issues however there will be no change in the resolution offeredAlternatively, the customer may follow the online self-help options available at www.Dell.com/Support Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund for recent Dell orders recalled by Dell We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer and, subsequently, refunds for the orders have completed processing Our representative remains engaged and has informed the customer that the refunds have posted and they should see the credits reflected on their next monthly billing statement Our representative relayed that the customer should have received an automated e-mail indicating the order was being recalled and to contact Dell’s order verification team to discuss removing the verification hold from the account The customer indicated that the e-mail was not received Dell will not be providing any additional internal Dell communications as the customer requests We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance they may need regarding this 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 and apologized for the problemsThe representative explain that the system is out of warrantyThe representative did provide some suggestion on resolutionIf the steps do not resolve the problem the customer will need to contact the fee based supportThe representative can be reached at email [redacted] @Dell.comAdvanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***Our representative, ***, respectfully denied Mr***’s request to honor the promotional price as the order was cancelled per Dell’s Terms and Conditions of the Sale and the promotion is no longer available [redacted] However, as a one-time goodwill gesture, [redacted] offered Mr[redacted] a 15% credit on any order placed on a monitorWe regret the dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell experience [redacted] remains available and may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Thank you for the letter from [redacted] ***Our representative has attempted to contact the customer concerning the correspondence
Complaint: [redacted] I am rejecting this response because:I do not believe Dell.com actually had any of the promotional stock available for sale, and this was a case of bait-and-switch advertising, which Dell has faced litigation for in the past I base this assumption on the fact that I have found hundreds of complaints on this exact sale, and not a single person who were able to secure the promotional price before being redirected to the same product at full priceWhile I have given up on pursuing the promotional price for this TV, I have not conceded that I was just unlucky I believe the Revdex.com should request that Dell release documentation in good faith that there was actually promotional stock available, because I absolutely do not believe that be the case The Revdex.com is charged with protecting consumers from fraudulent advertising as described in their mission statement: "The Revdex.com system since its founding in has made advertising self-regulation a part of their missionDuring that time, misleading and fraudulent advertising and the lack of any effective regulation led to Revdex.coms formation, for the purpose of promoting truth in advertisingUntil today, review and voluntary correction of local advertising is till a core service offered by the bureau."I believe that Dell should release documentation in good faith to the Revdex.com to prove that this was not a bait-and-switch scam, and there should be an ethical guideline established by the Revdex.com that disallows organizations from aggressive promotion of a sale where "limited quantities" actually means 1, 2, or even zero of stock available at that sale price Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: [redacted] sent an email that said that although an exchange was not approved that the unit was repaired and sent back Unfortunately, nothing was done to the unit, it was returned unrepaired Regards, [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 recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] explained that an imaged hard drive would only have the original operating system installed on it and not software the customer installed after receipt [redacted] also respectfully declined the customer’s request for reimbursement as it was the customer’s decision to involve a third party 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 GroupIncident ID# [redacted] Dell Inc
Revdex.com: I confirm that the credit did finally post to our credit card and that was our original desireWe returned the laptop which did not meet our expectations and that we be fully credited Thus, 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]
Dear Revdex.com, Thank you for providing a copy of the customer’s submission A Dell representative contacted the customer and explained that the system only came with a one year warranty The customer purchased the system from the retailer as a clearance item This is why the retailer advised it would only have a to day warranty The system is out of warranty if the customer would like to receive support he may contact the out of warranty department at ###-###-#### Should 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/Support Sincerely, Advanced Resolution Group FID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: I understand what Dell Incis sayingHowever I feel I had to start high with my request to resolve this issueWould I would really like is my extented primum coverage on software and hardware extented years for freeAccitentle proctection can be drop after the years I paid for 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 offered to have the customer’s computer serviced/repaired If the customer wishes to accept this offer he can contact [redacted] 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***Our representative has been in contact with the customer and advised, per the terms and conditions of the Dell Gift Card policy, the account is not eligible to use a gift card We regret any dissatisfaction which may have been experienced and appreciate the feedback provided Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because: I still haven't heard anything on how long this will takeI have sent these awhile back now.? Regards, [redacted]
Today’s Date: 08/16/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] ***, to address the contents of their correspondenceAt this time a refund has been approved and processed for the customerDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
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, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has been instrumental in assisting the customer with the service call in order to have the Liquid Crystal Display (LCD) replaced on the computer [redacted] had explained to the customer the necessary parts for the repair had been on back-order so this is why the process had been delayed The repair has since been completed and [redacted] has confirmed with the customer the repair has been done We certainly do apologize for any frustration this matter may have caused our customer 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
Dear Revdex.com, Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with communication regarding his Dell Financial Services (DFS) account and processing expectations for a promotional gift cardWe regret any dissatisfaction he may have experienced and appreciate the feedback provided The customer would need to contact DFS directly to discuss the confidential DFS account information Since the date of the follow up submission, a Dell representative contacted the customer to discuss his concerns Our representative informed the customer that the gift card promotion would be provided days after the invoice date and provided contact information should he need further assistance We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
The customer purchased a new system which had technical issues that were not resolved in an adequate mannerThe customer requested a new system exchange which was denied as well as a return for credit being deniedThe customer reports she disputed the charges with her bank and she will receive a refund in full when they reverse the chargesOur representative closed this case but can be reached at [redacted] @dell.com
Dell representative remains engaged to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at [redacted] @Dell.com for any further assistance they may need regarding this matter
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] *** Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has spoken with the customer regarding the Dell 3100CN Printer they had purchased from a third party In the interest of customer satisfaction, [redacted] has assisted and resolved the matter for the customer free of charge, but has explained to the customer, going forward if they should need assistance with the printer, they should transfer ownership into their name and since the printer is out of warranty, the customer will need to pay for support; the customer has indicated they understand the terms The customer has our representative’s contact information should they need further assistance in this particular matter Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission The customer expressed dissatisfaction with Dell’s response and stated they have already done an operating system software installation and do not believe it will resolve the intermittent issue Dell records do not support the customer’s statements A factory reset was performed however if there was corruption in the operating system software, it may not be resolved with a reset as opposed to an operating system reinstallation which deletes any prior version of the software and reloads the operating system software During a phone call with our representative, assistance was offered to perform a clean operating system reinstallation and the customer declined Our representative followed up with an e-mail dated August 24, 2017, indicating he would be happy to assist with this process if the customer was willing to accept the assistance As Dell’s stance remains unchanged, no further attempt will be made to reach the customer regarding this matterOur representative remains available to discuss these issues however there will be no change in the resolution offeredAlternatively, the customer may follow the online self-help options available at www.Dell.com/Support Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell