Dear RevDex.com I am writing on behalf of Dell Inc. in response to the complaint filed with your office by the customer. Thank you for providing a copy of the submission. We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this... experience. Dell representative, [redacted] contacted the customer and apologized for the problems. The representative confirmed receipt of the order. The representative worked with Dell internal Financial teams the credit was posted. The representative confirmed all late fees and interest charges were removed and will reflect this on the next billing cycle. The representative can be reached at email [redacted] @Dell.com. Advanced Resolution Group Incident [redacted] Dell Inc.
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 Dell representative, *** has confirmed the customer’s receipt of the system exchange; however the customer has made comment that the replacement system is a reconditioned computer and he would prefer Dell to send him a new system [redacted] has explained to him the Terms and Conditions of the hardware warranty Dell uses both new and reconditioned parts when we build a replacement system [redacted] has respectfully denied the customer’s request for a new system exchange or a return of the equipment for refund; due to the fact the customer did not purchase the computer from Dell Dell has upheld the terms of the hardware warranty to address the technical problems for the customer Mr [redacted] has ***’s contact information if he should require further assistance in this matter Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
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 concerns and worked with the account/order verification department to resolve this matterOur records show, a credit for order number [redacted] has been posted to the original form of paymentFurthermore, the new order [redacted] has been processed; once delivered, our representative will follwith Mr [redacted] to confirm resolutionWe 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 [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Today’s Date: 02/10/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 the agent has processed the customers credit and has been confirmed with the customer as wellDell 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 with any other questions on the 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 experience Dell representative, Dell representative [redacted] contacted the customer with regard to their concerns and explained that Dell’s Terms and Conditions of Sale dictate that a return for credit is limited to the first thirty (30) days from the invoice date, and that such hardware items would be subject to the available remedies under the applicable hardware warranty thereafterTo distinguish between software and hardware problems and determine whether and what part dispatches might be necessary, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to dispatching serviceThe customer declined the assistance by our offer to troubleshootShould he reconsider and agree to troubleshoot, he may contact Dell’s technical support representatives at ###-###-####Alternatively, should he want assistance from the representative assigned to assist with her submission, we ask that he contact the representative at [redacted] @Dell.com for any further assistance she may need regarding this matter Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I paid more than $for Microsoft Office Home and Student and never received it I did not receive any product code You can't charge me for something I did not receive No one ever told me I had to activate MS Office, nor was there any instuctions included telling me how to do so I didn't realize it was an issue until recently because I didn't need to use it until recently Regards, [redacted]
Better Business [redacted] It seems only 1/of my complaint has been addressedI ask what they are going to do about their Support member who called me back and harassed me and the Person who gave me the wrong information on their ChatI asked them about it and they are handling it internallyThis is unsatisfactory to methis incident has possible international repercussionsThis is not taken as seriously as a company of their caliber should be
Today’s Date: 12/02/2016Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, Arthur, has been assigned to this case and has reached out to the customer, Mr [redacted] ***, to address the contents of their correspondenceThe customer states continued technical concerns with their Dell systemAt this time the agent has issued a service repair on the unit and the matter has been addressedDell 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 should they have any other questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response.“ Later the customer had reported he had been having an issue with Cortana, but actually went online and found the resolution.” There is a fair amount of misinformation in this statement; please allow me to give some historyThe problem was always a Cortana problem – going back to August (two months after I purchased the machine) when it first appearedWhile the phenomena may have been described by me (and I am not a tech expert) as screen flashing, I always described the flashing as occurring at the site of the Cortana search boxIndeed Dell technicians themselves witnessed it when they took remote control of the machineWay back then they had me reset the machine (wiping out my files and programs on the hard drive) and when that did not solve the problem I was then told to send the machine back to themAt that time they replaced the LCD and “cables”The machine worked without problem until April when the exact same problem with “flashing” at the Cortana box again appearedAgain this was seen by Dell when they took remote control of the machine (I also sent them videos), and after they downloaded some driver updates which did result in resolution of the Cortana flashing problem they had me send the machine to them again This time they changed the hard drive and reinstalled the operating systemThe machine worked for a few weeks and then the exact same problem reappearedThis is when the Revdex.com was contactedAt this point Dell did more remote video downloading and tried a few other things which I cannot attest to (although I recognized some of this from some online investigation I had done) and when the problem did not go away they sent someone to replace the LCD againIt was at this time I began to explain to them that it seemed to me that the problem was not a screen display issue but rather a problem with an uncontrollable activation of CortanaNo one from Dell had ever given me this assessment of the problemAnyway replacing the LCD did not solve the problemAt that point their plan as mentioned in their response given above was to reinstall the operating system, an intervention which had already been done without resolution of the problem during the previous machine returnAt this point, almost out of desperation I began trying different things and when I hit the Fkey on the keyboard (a key with a search icon on it) the problem of the uncontrollable activation of the Coratana search box instantly stoppedWhen I conveyed this to the person [redacted] from Dell he seemed rather surprisedSince then the problem has periodically returned but I can get it to stop by hitting the FkeyMy problem with Dell is that they never seemed to correctly diagnose the problem as uncontrolled Cortana search box activation (I had to bring that to their attention) and then had me try interventions which cost me an excessive amount of time and put my responsibility as a university professor who teaches public health (I am also a physician) in jeopardyTwice they had me try things that involved wiping out my files and programs from my hard drive (once during the August-September episode and then again in April-May 2017)In both instances the machine went back to them, ostensibly for repairBoth times when the machine was returned I had to reload my files and programs, a task complicated by a number of Microsoft features (e.g., One Drive) that I did not even want – this is very time consuming and not easy for me as I am not a tech personThen in their last correspondence before I found the Fsolution they said they would have to reinstall the operating system - as indicated in their note to you they “informed the customer an operating system reinstall was necessary” In addition to this requiring that I again would have to clear out my files and programs (and then laboriously reload them), this was tried in the past and it did not workThe best Dell could do was to keep flailing around proposing solutions like replacing the LCD (which they did twice) and reloading the operation system, solutions which failed in the past for a problem that it seems to me they misdiagnosed in the first placeThe only reason the machine is now operable (at least so far, and I am by no means confident it will last) is because of my serendipitous finding (i.e., uncontrolled activation of the Cortana search box can be halted by hitting the Ffunction key containing the search icon), a solution that no one from Dell has attempted to explain to meDell’s inability to recognize this may be understandable (although their misdiagnosis of the problem is somewhat shocking) but I cannot be satisfied with the performance of this companyI have expended so much time and personal anguish, not to mention had my teaching livelihood threatened, by what could only be considered as poor performance on the part of Dell to resolve a problem as part of a service that I paid for in a service contract which is active until 8/31/Personal computers are electronic devises that people have much of their lives and livelihoods invested inThey are not toastersIt seems to me that companies that not only manufacture but sell service contracts for these devices should have more accountability, accountability which provides justice to a victim of a product and service that is of inferior quality and as a consequence can wreck havoc in one’s lifeThe automobile industry has to live with lemon laws, physicians (like me – I cannot misdiagnose and subsequently mistreat an illness without accountability) have to live with malpractice, why do companies like this get off so easyAs a single user private citizen with no leverage who has been victimized by the flailing attempts of a large corporation to fix (under contractual obligation) a defective product which they sold me, I do not think I have received justice in this case Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 9, and find that this resolution is satisfactory to me New delivered computer is up and running and so far do not have any problems.If this computer appear to have problems we are not going to complain about that any more to DellWe just dispose the Dell computer and get more reliable brand computer.In our point of view this case is now closed.Thank you for your help Revdex.com! Regards, [redacted]
Thank you for providing a copy of the customer submission A Dell representative, [redacted] has contacted the customer and is working with them to reach a reasonable resolution The representative can be reached directly by email at [redacted] @Dell.com
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 explained to the customer that his order was cancelled due to a pricing error but did offer a discount of 10% on a new order 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell product and wants a refundWe 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 assistanceDell records indicate the product was purchased from a third party distributor, therefore a return to Dell for a refund would not be an optionCustomer was referred to the third party distributor for their requestShould Mr [redacted] have any additional concerns regarding this case, can reach out to our representative at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative recently contacted Mr [redacted] regarding his concerns [redacted] Mr [redacted] informed our representative that he has received the promotional Gift Card and considers this matter resolvedWe 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 [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support Team 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 me the issue has been resovled thanks Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I have contracted Ms [redacted] via e-mail who still tells me she now has to check all the correspondence and see what is going on She is asking another 3-days I still have no refund and no computer.I am now asking that I be paid interest on the money of mine that they have had since the beginning of November I cannot go anywhere and get an "interest free loan" but it seems Dell can do this by using consumer's money 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, [redacted] *** Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has addressed this matter with the customer The customer’s order number [redacted] shipped with a 500gigabite mechanical RPM Hard Drive with a small amount of solid state storage built in for speed When the customer called Dell to report that he believed he had received the wrong hard drive on his Dell Outlet purchase, the representative arranged for a system exchange When an exchange is processed, our dispatchers will ship like items as best they can, so the same hard drive was shipped on the exchange system [redacted] apologized to the customer if the order was incorrect or not to the customer’s satisfaction; therefore, in the interest of customer satisfaction, [redacted] offered to allow the customer to return the order to Dell for a full refund At this time, the customer has declined the offer We certainly do apologize for any frustration or miscommunication this matter may have been for our customer We invite the customer to contact our representative directly by email at [redacted] _***@Dell.com if they should change their mind and decide they would like to return the equipment to Dell for a full refund This offer is valid until end of day August 31, Sincerely, Executive Support Team Incident 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 experienceThe representative explained that the promotion is subject to quantityIn regards to the screen shots the customer is providing our quantities do change as the supplier provides the productsThis matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent promotion We regret any miscommunication which may have occurred and appreciate the feedback The free TV promotion, as outlined in a copy of the promotional flyer provided by the customer, was for select PC configurations Dell records indicate the customer was advised that they did not order one of the select configurations and was offered a return for a refund so that he could order a configuration that would include the free TV promotion however the customer declined Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative verified that the computer purchased by the customer was not eligible for the free TV promotion It would be a violation of Dell policy for a representative to provide a promotion outside of the guidelines of the promotional offering and our representative denied the customer’s request for the promotional TV We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Thank you again for providing a copy of the customer’s submission Dell representative, [redacted] has been assigned to this case and is in contact with Mr [redacted] by email; in their attempt to work with the customer and bring this matter to a reasonable resolution We ask that the customer continue to work with [redacted] The representative can be reached directly by email at [redacted] @Dell.com
Dear RevDex.com I am writing on behalf of Dell Inc. in response to the complaint filed with your office by the customer. Thank you for providing a copy of the submission. We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this... experience. Dell representative, [redacted] contacted the customer and apologized for the problems. The representative confirmed receipt of the order. The representative worked with Dell internal Financial teams the credit was posted. The representative confirmed all late fees and interest charges were removed and will reflect this on the next billing cycle. The representative can be reached at email [redacted] @Dell.com. Advanced Resolution Group Incident [redacted] Dell Inc.
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 Dell representative, *** has confirmed the customer’s receipt of the system exchange; however the customer has made comment that the replacement system is a reconditioned computer and he would prefer Dell to send him a new system [redacted] has explained to him the Terms and Conditions of the hardware warranty Dell uses both new and reconditioned parts when we build a replacement system [redacted] has respectfully denied the customer’s request for a new system exchange or a return of the equipment for refund; due to the fact the customer did not purchase the computer from Dell Dell has upheld the terms of the hardware warranty to address the technical problems for the customer Mr [redacted] has ***’s contact information if he should require further assistance in this matter Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
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 concerns and worked with the account/order verification department to resolve this matterOur records show, a credit for order number [redacted] has been posted to the original form of paymentFurthermore, the new order [redacted] has been processed; once delivered, our representative will follwith Mr [redacted] to confirm resolutionWe 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 [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Today’s Date: 02/10/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 the agent has processed the customers credit and has been confirmed with the customer as wellDell 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 with any other questions on the 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 experience Dell representative, Dell representative [redacted] contacted the customer with regard to their concerns and explained that Dell’s Terms and Conditions of Sale dictate that a return for credit is limited to the first thirty (30) days from the invoice date, and that such hardware items would be subject to the available remedies under the applicable hardware warranty thereafterTo distinguish between software and hardware problems and determine whether and what part dispatches might be necessary, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to dispatching serviceThe customer declined the assistance by our offer to troubleshootShould he reconsider and agree to troubleshoot, he may contact Dell’s technical support representatives at ###-###-####Alternatively, should he want assistance from the representative assigned to assist with her submission, we ask that he contact the representative at [redacted] @Dell.com for any further assistance she may need regarding this matter Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I paid more than $for Microsoft Office Home and Student and never received it I did not receive any product code You can't charge me for something I did not receive No one ever told me I had to activate MS Office, nor was there any instuctions included telling me how to do so I didn't realize it was an issue until recently because I didn't need to use it until recently Regards, [redacted]
Better Business [redacted] It seems only 1/of my complaint has been addressedI ask what they are going to do about their Support member who called me back and harassed me and the Person who gave me the wrong information on their ChatI asked them about it and they are handling it internallyThis is unsatisfactory to methis incident has possible international repercussionsThis is not taken as seriously as a company of their caliber should be
Today’s Date: 12/02/2016Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, Arthur, has been assigned to this case and has reached out to the customer, Mr [redacted] ***, to address the contents of their correspondenceThe customer states continued technical concerns with their Dell systemAt this time the agent has issued a service repair on the unit and the matter has been addressedDell 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 should they have any other questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response.“ Later the customer had reported he had been having an issue with Cortana, but actually went online and found the resolution.” There is a fair amount of misinformation in this statement; please allow me to give some historyThe problem was always a Cortana problem – going back to August (two months after I purchased the machine) when it first appearedWhile the phenomena may have been described by me (and I am not a tech expert) as screen flashing, I always described the flashing as occurring at the site of the Cortana search boxIndeed Dell technicians themselves witnessed it when they took remote control of the machineWay back then they had me reset the machine (wiping out my files and programs on the hard drive) and when that did not solve the problem I was then told to send the machine back to themAt that time they replaced the LCD and “cables”The machine worked without problem until April when the exact same problem with “flashing” at the Cortana box again appearedAgain this was seen by Dell when they took remote control of the machine (I also sent them videos), and after they downloaded some driver updates which did result in resolution of the Cortana flashing problem they had me send the machine to them again This time they changed the hard drive and reinstalled the operating systemThe machine worked for a few weeks and then the exact same problem reappearedThis is when the Revdex.com was contactedAt this point Dell did more remote video downloading and tried a few other things which I cannot attest to (although I recognized some of this from some online investigation I had done) and when the problem did not go away they sent someone to replace the LCD againIt was at this time I began to explain to them that it seemed to me that the problem was not a screen display issue but rather a problem with an uncontrollable activation of CortanaNo one from Dell had ever given me this assessment of the problemAnyway replacing the LCD did not solve the problemAt that point their plan as mentioned in their response given above was to reinstall the operating system, an intervention which had already been done without resolution of the problem during the previous machine returnAt this point, almost out of desperation I began trying different things and when I hit the Fkey on the keyboard (a key with a search icon on it) the problem of the uncontrollable activation of the Coratana search box instantly stoppedWhen I conveyed this to the person [redacted] from Dell he seemed rather surprisedSince then the problem has periodically returned but I can get it to stop by hitting the FkeyMy problem with Dell is that they never seemed to correctly diagnose the problem as uncontrolled Cortana search box activation (I had to bring that to their attention) and then had me try interventions which cost me an excessive amount of time and put my responsibility as a university professor who teaches public health (I am also a physician) in jeopardyTwice they had me try things that involved wiping out my files and programs from my hard drive (once during the August-September episode and then again in April-May 2017)In both instances the machine went back to them, ostensibly for repairBoth times when the machine was returned I had to reload my files and programs, a task complicated by a number of Microsoft features (e.g., One Drive) that I did not even want – this is very time consuming and not easy for me as I am not a tech personThen in their last correspondence before I found the Fsolution they said they would have to reinstall the operating system - as indicated in their note to you they “informed the customer an operating system reinstall was necessary” In addition to this requiring that I again would have to clear out my files and programs (and then laboriously reload them), this was tried in the past and it did not workThe best Dell could do was to keep flailing around proposing solutions like replacing the LCD (which they did twice) and reloading the operation system, solutions which failed in the past for a problem that it seems to me they misdiagnosed in the first placeThe only reason the machine is now operable (at least so far, and I am by no means confident it will last) is because of my serendipitous finding (i.e., uncontrolled activation of the Cortana search box can be halted by hitting the Ffunction key containing the search icon), a solution that no one from Dell has attempted to explain to meDell’s inability to recognize this may be understandable (although their misdiagnosis of the problem is somewhat shocking) but I cannot be satisfied with the performance of this companyI have expended so much time and personal anguish, not to mention had my teaching livelihood threatened, by what could only be considered as poor performance on the part of Dell to resolve a problem as part of a service that I paid for in a service contract which is active until 8/31/Personal computers are electronic devises that people have much of their lives and livelihoods invested inThey are not toastersIt seems to me that companies that not only manufacture but sell service contracts for these devices should have more accountability, accountability which provides justice to a victim of a product and service that is of inferior quality and as a consequence can wreck havoc in one’s lifeThe automobile industry has to live with lemon laws, physicians (like me – I cannot misdiagnose and subsequently mistreat an illness without accountability) have to live with malpractice, why do companies like this get off so easyAs a single user private citizen with no leverage who has been victimized by the flailing attempts of a large corporation to fix (under contractual obligation) a defective product which they sold me, I do not think I have received justice in this case Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 9, and find that this resolution is satisfactory to me New delivered computer is up and running and so far do not have any problems.If this computer appear to have problems we are not going to complain about that any more to DellWe just dispose the Dell computer and get more reliable brand computer.In our point of view this case is now closed.Thank you for your help Revdex.com! Regards, [redacted]
Thank you for providing a copy of the customer submission A Dell representative, [redacted] has contacted the customer and is working with them to reach a reasonable resolution The representative can be reached directly by email at [redacted] @Dell.com
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 explained to the customer that his order was cancelled due to a pricing error but did offer a discount of 10% on a new order 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell product and wants a refundWe 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 assistanceDell records indicate the product was purchased from a third party distributor, therefore a return to Dell for a refund would not be an optionCustomer was referred to the third party distributor for their requestShould Mr [redacted] have any additional concerns regarding this case, can reach out to our representative at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative recently contacted Mr [redacted] regarding his concerns [redacted] Mr [redacted] informed our representative that he has received the promotional Gift Card and considers this matter resolvedWe 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 [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support Team 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 me the issue has been resovled thanks Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I have contracted Ms [redacted] via e-mail who still tells me she now has to check all the correspondence and see what is going on She is asking another 3-days I still have no refund and no computer.I am now asking that I be paid interest on the money of mine that they have had since the beginning of November I cannot go anywhere and get an "interest free loan" but it seems Dell can do this by using consumer's money 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, [redacted] *** Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has addressed this matter with the customer The customer’s order number [redacted] shipped with a 500gigabite mechanical RPM Hard Drive with a small amount of solid state storage built in for speed When the customer called Dell to report that he believed he had received the wrong hard drive on his Dell Outlet purchase, the representative arranged for a system exchange When an exchange is processed, our dispatchers will ship like items as best they can, so the same hard drive was shipped on the exchange system [redacted] apologized to the customer if the order was incorrect or not to the customer’s satisfaction; therefore, in the interest of customer satisfaction, [redacted] offered to allow the customer to return the order to Dell for a full refund At this time, the customer has declined the offer We certainly do apologize for any frustration or miscommunication this matter may have been for our customer We invite the customer to contact our representative directly by email at [redacted] _***@Dell.com if they should change their mind and decide they would like to return the equipment to Dell for a full refund This offer is valid until end of day August 31, Sincerely, Executive Support Team Incident 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 experienceThe representative explained that the promotion is subject to quantityIn regards to the screen shots the customer is providing our quantities do change as the supplier provides the productsThis matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent promotion We regret any miscommunication which may have occurred and appreciate the feedback The free TV promotion, as outlined in a copy of the promotional flyer provided by the customer, was for select PC configurations Dell records indicate the customer was advised that they did not order one of the select configurations and was offered a return for a refund so that he could order a configuration that would include the free TV promotion however the customer declined Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative verified that the computer purchased by the customer was not eligible for the free TV promotion It would be a violation of Dell policy for a representative to provide a promotion outside of the guidelines of the promotional offering and our representative denied the customer’s request for the promotional TV We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Thank you again for providing a copy of the customer’s submission Dell representative, [redacted] has been assigned to this case and is in contact with Mr [redacted] by email; in their attempt to work with the customer and bring this matter to a reasonable resolution We ask that the customer continue to work with [redacted] The representative can be reached directly by email at [redacted] @Dell.com