Complaint: [redacted] I am rejecting this response because: they have the image available for download on the Dell website, they want everyone to pay for media as a revenue stream, this is nothing but greed Microsoft made the image available on their website for free and got me backup and running Dell continues to sell OEM images as a way to increase their revenue instead of supporting their customers We will never do business with sad company again Hope they go out of business Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed an account credit of $Our records show, the credit has been posted to the original form of payment under reference number [redacted] , which should reflect on his next billing statementOur representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceShould Mr [redacted] have any additional concerns, he 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
Dear RevDex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolution. Our records do indicate that the correct cord has been sent and requested the customer try plugging the cord in. The representative further explained about software support and what she was requesting is out of scope. We remain available to work with her under the terms of her hardware warranty. Advanced Resolution Group Incident [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
Complaint: [redacted] I am rejecting this response for the same reasons stated in my previous emails - the substance of which have not been addressedI did not refuse telephone support and Dell's error on this, as well as their failure to understand the difference between hardware and software faults is unacceptable Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative updated the customer that the refund has processed and she should see it reflected on her next billing statement We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance she 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 customer Thank you for providing a copy of the customer’s submission A 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 [redacted] has setup a return of the customer’s computer for a refund that will appear in the customers next billing cycle 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
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] . Thank you for providing a copy of the customer’s submission. Our records indicate Dell... representative; [redacted] has been instrumental in assisting the customer in placing her order with Sales for the Dell Inspiron BTX Notebook. Per Federal Express’ website the system was delivered on Friday, 05/06/2016 at 2:07 pm. Once the customer was informed the system had shipped she had expressed her appreciation to ***; but he has not heard back from her since the delivery of the equipment. Please have the customer contact our representative directly by email at [redacted] @Dell.com if she 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: [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,Thank you for the opportunity to address the correspondence submitted by Ms. [redacted] . A Dell representative contacted the customer regarding the issues described in her correspondence. A credit was processed and our records indicate it has been applied to the... original form of payment. The customer confirms the shipment is now in her possession. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experience. Our representative may be contacted directly via email at [redacted] @Dell.com. Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc.
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to provide assistance A refund for $has since posted to the customer’s account and he should see this reflected on his next monthly billing statement Our representative remains available to assist the customer with a return for an associated order for a laptop sleeve He may contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, 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
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 meThe laptop in question has been restored to fully operational state, and Dell support team addressed and resolved each of several issues previously affecting its performanceFrom that perspective, this case can be closed.Things Dell did well:-Effectively fix problems-Good communication throughout case resolution-Fast turnaround Things Dell did not do so well:-ListenEven though the complete list of issues was submitted immediately upon opening the case, the laptop had to be sent twice to the repair shop to have all of the problems addressedThe same message had to be resend multiple times to be finally accepted by the repair team.-Dell initially rejected the warranty, and it wasn't until the problem was reported to Revdex.com when they took it seriously 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionCustomer expressed dissatisfaction with communication and processing expectations for a Dell promotion We regret any dissatisfaction the customer may have experienced and appreciate the feedback Our records indicate when there was a problem with the original order, and a reorder was processed, the promotion had expired Since the date of the submission, a Dell representative contacted the customer and, for customer satisfaction reasons, assisted with providing a $gift card and the $concession which was previously offered Our representative denied the customer’s request for additional compensation as Dell will not offer concessions for time spent escalating or waiting for a promotion or concession The customer may contact our representative at [redacted] @Dell.com for any further assistance they may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
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
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]
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] declined the customer’s request for a refund due to the computer being out of the Dell return period but did offer to troubleshoot and setup service per the conditions of his warranty The customer refused this offer Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:parts were replaced on friday the 11thas of today the 15th I have used the computer very littlei was repeatedly told that this issue would be resolved even if it was past the february warranty datehowever they keep stating that it is now out of warranty and " out of good faith" they have replaced partsso I am asking for some time, possibly a week or two to see of the problem has in fact been resolvedi will write a final response once I am certain that they have fixed my computer Regards, [redacted]
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
Complaint: [redacted] I am rejecting this response because: they have the image available for download on the Dell website, they want everyone to pay for media as a revenue stream, this is nothing but greed Microsoft made the image available on their website for free and got me backup and running Dell continues to sell OEM images as a way to increase their revenue instead of supporting their customers We will never do business with sad company again Hope they go out of business Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed an account credit of $Our records show, the credit has been posted to the original form of payment under reference number [redacted] , which should reflect on his next billing statementOur representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceShould Mr [redacted] have any additional concerns, he 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
Dear RevDex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolution. Our records do indicate that the correct cord has been sent and requested the customer try plugging the cord in. The representative further explained about software support and what she was requesting is out of scope. We remain available to work with her under the terms of her hardware warranty. Advanced Resolution Group Incident [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
Complaint: [redacted] I am rejecting this response for the same reasons stated in my previous emails - the substance of which have not been addressedI did not refuse telephone support and Dell's error on this, as well as their failure to understand the difference between hardware and software faults is unacceptable Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative updated the customer that the refund has processed and she should see it reflected on her next billing statement We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance she 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 customer Thank you for providing a copy of the customer’s submission A 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 [redacted] has setup a return of the customer’s computer for a refund that will appear in the customers next billing cycle 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
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] . Thank you for providing a copy of the customer’s submission. Our records indicate Dell... representative; [redacted] has been instrumental in assisting the customer in placing her order with Sales for the Dell Inspiron BTX Notebook. Per Federal Express’ website the system was delivered on Friday, 05/06/2016 at 2:07 pm. Once the customer was informed the system had shipped she had expressed her appreciation to ***; but he has not heard back from her since the delivery of the equipment. Please have the customer contact our representative directly by email at [redacted] @Dell.com if she 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: [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,Thank you for the opportunity to address the correspondence submitted by Ms. [redacted] . A Dell representative contacted the customer regarding the issues described in her correspondence. A credit was processed and our records indicate it has been applied to the... original form of payment. The customer confirms the shipment is now in her possession. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experience. Our representative may be contacted directly via email at [redacted] @Dell.com. Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc.
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to provide assistance A refund for $has since posted to the customer’s account and he should see this reflected on his next monthly billing statement Our representative remains available to assist the customer with a return for an associated order for a laptop sleeve He may contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, 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
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 meThe laptop in question has been restored to fully operational state, and Dell support team addressed and resolved each of several issues previously affecting its performanceFrom that perspective, this case can be closed.Things Dell did well:-Effectively fix problems-Good communication throughout case resolution-Fast turnaround Things Dell did not do so well:-ListenEven though the complete list of issues was submitted immediately upon opening the case, the laptop had to be sent twice to the repair shop to have all of the problems addressedThe same message had to be resend multiple times to be finally accepted by the repair team.-Dell initially rejected the warranty, and it wasn't until the problem was reported to Revdex.com when they took it seriously 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionCustomer expressed dissatisfaction with communication and processing expectations for a Dell promotion We regret any dissatisfaction the customer may have experienced and appreciate the feedback Our records indicate when there was a problem with the original order, and a reorder was processed, the promotion had expired Since the date of the submission, a Dell representative contacted the customer and, for customer satisfaction reasons, assisted with providing a $gift card and the $concession which was previously offered Our representative denied the customer’s request for additional compensation as Dell will not offer concessions for time spent escalating or waiting for a promotion or concession The customer may contact our representative at [redacted] @Dell.com for any further assistance they may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
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
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]
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] declined the customer’s request for a refund due to the computer being out of the Dell return period but did offer to troubleshoot and setup service per the conditions of his warranty The customer refused this offer Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:parts were replaced on friday the 11thas of today the 15th I have used the computer very littlei was repeatedly told that this issue would be resolved even if it was past the february warranty datehowever they keep stating that it is now out of warranty and " out of good faith" they have replaced partsso I am asking for some time, possibly a week or two to see of the problem has in fact been resolvedi will write a final response once I am certain that they have fixed my computer Regards, [redacted]
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