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 apologized for the delay. The representative continued to monitor the account and confirmed credit has posted. We remain available to assist the customer if there are any further concerns the representative can be reached by email at [redacted] @[email protected] Advanced Resolution Group Incident [redacted] Dell Inc.
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]
Dear RevDex.com, Our records indicate that the customer was advised about fee based software support on 12/15/16 about fee based support prior to purchasing. The customer system original came with Windows 10 it was the customer’s choice to attempt to downgrade the operating system. The customer was provided support on how to do it and referred to self-help on Dell support. The customer continued to call in with questions and was advised on numerous occasions he will need to purchase a software contract. The customer will need to contact ###-###-#### to purchase a software contract. Sincerely Advanced Resolution Group Incident [redacted] Dell.
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 confirmed receipt of the customer’s five computers back to Dell and is processing the appropriate refund Should the customer have any additional concerns they 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 Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dell representative, [redacted] will continue to be the customers’ point of contactAt this time the representative is waiting for the customer to confirm that we have identified the correct systemWe understand the customer is in the process of moving or deploying by his rebuttalWe will not be able to resolve the issue without properly identifying the systemWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com
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, [redacted] , contacted the customer and explained that our records do not reflex his claimsDell shows last contact with the customer was last year and issue was confirmed resolvedThe customers warranty has been expired since 1/25/The representative and manager have respectfully denied the customer’s requestThe customer may contact our out of warranty repair department at ###-###-#### Please have the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] * [redacted] Customer expressed dissatisfaction with communication and processing expectations for their Dell order(s) 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 assistanceOur representative worked with the credit verification department to resolve this matterOur records indicate that all the necessary credits have been posted to the original form of paymentFurthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, a partial account credit was providedOur representative also followto confirm resolutionShould Mr [redacted] have any additional concerns regarding this case, 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, 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***A hard drive with Windows has been dispatchedWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
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 provided the information to update the ownershipPhysical damage is not covered under the terms and conditions of the Dell Limited Hardware Warranty and the request to have the repairs covered was respectfully deniedWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedThe Dell Out-of-Warranty department remains available to assist the customer and may be contacted at [redacted] Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because: The value of the product outweighs the refund valueBy having to re-purchase the product, I would suffer a $lossMr ***, Dell's representative, in a very condescending tone throughout our entire phone call offered only a 5% discount on a future order as compensation - a value of about $compared to the $I would be losing if I were to re-order with DellThis is nowhere near enough to cover their errorsIn addition, I have received a response from FedEx's corporate office claiming that Dell never even transferred the package into their possession - meaning Dell didn't live up to their end of the dealThis is advertisement on Dell's part, and I demand that they complete the transaction as agreed upon Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:Technician did not offer technical support, just provided the number to technical support which I said I could call myself I have called now and was informed again that my machine is over a year old I did refer to this Revdex.com case and was granted a replacement "as an exception" which tells me that tech support still thinks this computer is out of warranty I am further rejecting it because it appears that by the time it gets repaired, it will have been down for over weeks, for which I still respectfully request compensation Regards, [redacted] ***
Dell representative [redacted] will again send another system configuration the customer will need to review and respond with approvalOnce approval has been given the representative will authorize the exchangeThe representative has provided his contact information
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] The Revdex.com of Austin, TX has a letter from Dell that Mr [redacted] will now be handling my dispute with Dell and that action on my part is required.Today I received a call and email from ***[redacted] @dell.com I responded to his email and I returned his call multiple times as we had trouble sending and receiving each others phone call We finally connected and discussed the ongoing problem with my computer keyboard, all of the service work, all of the replacement parts and why this problem is still continuingBy the way, this is the first time that I have spoken with someone that I can actually understand...he does not have a foreign accent - and is not rude on the phone[redacted] requested that I send in the computer to the depot again so the tech can once again try and fix the problem with the keyboard not working properly He assures me that the right hand side of the keyboard (where the number pad is located) can be fixed and this process will be expedited with his full attention I have agreed to send in the computer upon receipt of the paperwork and box However, I informed Mr [redacted] that this third and final time that I'm giving Dell the opportunity to fix the problem with the defective product He is also very aware that the Revdex.com of Austin, TX and the PNC Bank whom the computer was purchased is involved with this dispute and they are fighting for me to get this problem resolved As a caveat, my willingness to work with Dell does not close or resolve this disputed defective product case in any way - shape - or form I will not tolerate being jacked around by this company and will continue moving forward in getting resolution[redacted]
Dear Revdex.com, Dell has supported the system under the terms of the warrantyOur records do not reflect the customer’s claimsDell respectfully denies the customer’s request for free extended warrantySincerely Advanced Resolution Group Incident [redacted] Dell
Complaint: [redacted] Yes, I am still in contact with the business representativeThe rep said the laptop was tested for defects and said they didnt find any defectsHowever, even on the second replacement the bottom cover seemed misaligned and the area with the charging LED had a very sharp edge that my finger would run over every time I try to use the laptop meaning the chassis wasn't assembled correctlyThe rep said that I couldn't get another replacement for some reason even when I asked for a refurbished oneHe wanted me to send the laptop in for repairs which is why I am having this issue with Dell in the first place because the last time it was damaged in repairIt has been more than a month with this case open and I haven't gotten a working and defect free computer Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The representative was unable to create a recovery drive to restore the computer to it's original factory condition. The representative created an empty folder that contained no data and no files which he called a recovery drive. I am completely dissatisfied because the representative failed to correct the problem. The representative NEVER discussed any Dell policies and NEVER discussed Dell's limited warranty. Again, the representative only created an empty folder that had no data or files to restore the computer to it's original factory condition. He kept saying you have a backup USB memory stick. The backup memory stick only has an emergency windows software and does not contain any software Dell had installed on the computer, for example, Cyber Link Media Player, Microsoft Office, Power Director, Adobe software. This is what happens when an American Company out sources to foreign countries. I may find it necessary to contact the Maryland General Attorney. At this point, I request that Dell give me a refund. Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Wayne L***
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 apologized for the delay. The representative continued to monitor the account and confirmed credit has posted. We remain available to assist the customer if there are any further concerns the representative can be reached by email at [redacted] @[email protected] Advanced Resolution Group Incident [redacted] Dell Inc.
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]
Dear RevDex.com, Our records indicate that the customer was advised about fee based software support on 12/15/16 about fee based support prior to purchasing. The customer system original came with Windows 10 it was the customer’s choice to attempt to downgrade the operating system. The customer was provided support on how to do it and referred to self-help on Dell support. The customer continued to call in with questions and was advised on numerous occasions he will need to purchase a software contract. The customer will need to contact ###-###-#### to purchase a software contract. Sincerely Advanced Resolution Group Incident [redacted] Dell.
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 confirmed receipt of the customer’s five computers back to Dell and is processing the appropriate refund Should the customer have any additional concerns they 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 Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dell representative, [redacted] will continue to be the customers’ point of contactAt this time the representative is waiting for the customer to confirm that we have identified the correct systemWe understand the customer is in the process of moving or deploying by his rebuttalWe will not be able to resolve the issue without properly identifying the systemWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com
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, [redacted] , contacted the customer and explained that our records do not reflex his claimsDell shows last contact with the customer was last year and issue was confirmed resolvedThe customers warranty has been expired since 1/25/The representative and manager have respectfully denied the customer’s requestThe customer may contact our out of warranty repair department at ###-###-#### Please have the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:As previously mentioned, the offered resolution is not acceptable Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] * [redacted] Customer expressed dissatisfaction with communication and processing expectations for their Dell order(s) 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 assistanceOur representative worked with the credit verification department to resolve this matterOur records indicate that all the necessary credits have been posted to the original form of paymentFurthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, a partial account credit was providedOur representative also followto confirm resolutionShould Mr [redacted] have any additional concerns regarding this case, 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, 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***A hard drive with Windows has been dispatchedWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
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 provided the information to update the ownershipPhysical damage is not covered under the terms and conditions of the Dell Limited Hardware Warranty and the request to have the repairs covered was respectfully deniedWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedThe Dell Out-of-Warranty department remains available to assist the customer and may be contacted at [redacted] Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because: The value of the product outweighs the refund valueBy having to re-purchase the product, I would suffer a $lossMr ***, Dell's representative, in a very condescending tone throughout our entire phone call offered only a 5% discount on a future order as compensation - a value of about $compared to the $I would be losing if I were to re-order with DellThis is nowhere near enough to cover their errorsIn addition, I have received a response from FedEx's corporate office claiming that Dell never even transferred the package into their possession - meaning Dell didn't live up to their end of the dealThis is advertisement on Dell's part, and I demand that they complete the transaction as agreed upon Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:Technician did not offer technical support, just provided the number to technical support which I said I could call myself I have called now and was informed again that my machine is over a year old I did refer to this Revdex.com case and was granted a replacement "as an exception" which tells me that tech support still thinks this computer is out of warranty I am further rejecting it because it appears that by the time it gets repaired, it will have been down for over weeks, for which I still respectfully request compensation Regards, [redacted] ***
Dell representative [redacted] will again send another system configuration the customer will need to review and respond with approvalOnce approval has been given the representative will authorize the exchangeThe representative has provided his contact information
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] The Revdex.com of Austin, TX has a letter from Dell that Mr [redacted] will now be handling my dispute with Dell and that action on my part is required.Today I received a call and email from ***[redacted] @dell.com I responded to his email and I returned his call multiple times as we had trouble sending and receiving each others phone call We finally connected and discussed the ongoing problem with my computer keyboard, all of the service work, all of the replacement parts and why this problem is still continuingBy the way, this is the first time that I have spoken with someone that I can actually understand...he does not have a foreign accent - and is not rude on the phone[redacted] requested that I send in the computer to the depot again so the tech can once again try and fix the problem with the keyboard not working properly He assures me that the right hand side of the keyboard (where the number pad is located) can be fixed and this process will be expedited with his full attention I have agreed to send in the computer upon receipt of the paperwork and box However, I informed Mr [redacted] that this third and final time that I'm giving Dell the opportunity to fix the problem with the defective product He is also very aware that the Revdex.com of Austin, TX and the PNC Bank whom the computer was purchased is involved with this dispute and they are fighting for me to get this problem resolved As a caveat, my willingness to work with Dell does not close or resolve this disputed defective product case in any way - shape - or form I will not tolerate being jacked around by this company and will continue moving forward in getting resolution[redacted]
Dear Revdex.com, Dell has supported the system under the terms of the warrantyOur records do not reflect the customer’s claimsDell respectfully denies the customer’s request for free extended warrantySincerely Advanced Resolution Group Incident [redacted] Dell
Complaint: [redacted] Yes, I am still in contact with the business representativeThe rep said the laptop was tested for defects and said they didnt find any defectsHowever, even on the second replacement the bottom cover seemed misaligned and the area with the charging LED had a very sharp edge that my finger would run over every time I try to use the laptop meaning the chassis wasn't assembled correctlyThe rep said that I couldn't get another replacement for some reason even when I asked for a refurbished oneHe wanted me to send the laptop in for repairs which is why I am having this issue with Dell in the first place because the last time it was damaged in repairIt has been more than a month with this case open and I haven't gotten a working and defect free computer Regards, [redacted] ***
When contacted, cust confirmed system functionality, confirmed no other issueSent closure email
Complaint: [redacted] I am rejecting this response because: The representative was unable to create a recovery drive to restore the computer to it's original factory condition. The representative created an empty folder that contained no data and no files which he called a recovery drive. I am completely dissatisfied because the representative failed to correct the problem. The representative NEVER discussed any Dell policies and NEVER discussed Dell's limited warranty. Again, the representative only created an empty folder that had no data or files to restore the computer to it's original factory condition. He kept saying you have a backup USB memory stick. The backup memory stick only has an emergency windows software and does not contain any software Dell had installed on the computer, for example, Cyber Link Media Player, Microsoft Office, Power Director, Adobe software. This is what happens when an American Company out sources to foreign countries. I may find it necessary to contact the Maryland General Attorney. At this point, I request that Dell give me a refund. Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Wayne L***