Complaint: [redacted] I am rejecting this response because: I did receive a call from DellI was told that I would receive a box to send my laptop in to have the work done on itI was told I would receive a follow up email and that I was to let him know in the email when I received the box and again when I shipped the laptopI received the email but have not received the box to ship them the laptopI received another email telling me that Dell had confirmation of the box being delivered and I responded to that email stating that the box was never delivered to my addressI also told him in the email that I had confirmed my address to him before the box was shipped to me so they had the correct address but I had received no box at my addressI'm still waiting on the box to send it in to be fixed Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: For over months I have had an issue with my laptop and DELL missed every opportunity to correct the problemI spent over hours on the phone on multiple occasions with Dell Support, allowing remote accessing to my laptopThey damaged the laptop even furtherI FedExed the laptop to themWhen it was returned, It was damaged with another problemAfter hours of phone conversation and remote access by support again, I FedExed the laptop for a SECOND timeUpon receiving the laptop back, I found that the original problem was not fully resolved and on top of that, they downgraded my laptop operating system to an older Window's versionNow they want me to waste my time even further by allowing a technician to come to my place to address the problem after months of struggleAs an owner of a small company I can not afford to spend any more time on a simple laptop and have lost faith in their repairs After the first month of these issues Dell had the opportunity to resolve them swiftly by replacing the laptop but they refuseI am very unsatisfied with my laptop and at this point I consider it a lossI request that Revdex.com publishes my complaint about DEll Regards, [redacted]
Today’s Date: 03/07/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceThe customer states extensive repairs issued on the unitAt this time an exchange was 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 with any questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThis matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionMr [redacted] contacted our Dell Financial Services believing a DFS Business line of credit was openedWe have confirmed that was not the caseDell has confirmed that the customers information was not released this was a case of a customer paying with their own credit card but the order was mistakenly placed on Mr [redacted] Dell accountThe orders were cancelled due to not passing the verification processWe are unable to provide credit card information because it is not visible due to orders being cancelledAt this time Dell considers this issue closedOur representative may be contacted directly by e-mail at [redacted] @DELL.com Sincerely, Advanced Resolution Group [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 her computer repaired We regret any dissatisfaction she may have experienced and appreciate the feedback provided The customer purchased her computer with a two year warranty which expired March 6, The last service dispatch was processed during December, 2013, and there are no calls logged under the customer’s account prior to the warranty expiration date to report any unresolved technical issues The first calls logged under the customer’s account since December, 2013, occurred during September, Since the date of the complaint, a Dell representative contacted the customer who requested a call to her husband Our representative contacted the customer’s husband and explained that Dell would be unable to provide free out of warranty support We remain available to assist via Dell’s fee-based Out of Warranty Repairs department should the customer want to purchase this service and 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
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 submissionA Dell representative, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has offered to service the system and update the customer’s warranty information if they so desire 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
A Dell representative is continuing to work with Mr [redacted] to achieve an amicable resolution for his concernsOur representative may be contacted at [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 It took an unacceptable time to resolve this issue!! How long does it take to issue a simple credit? Yhis will be the last time I deal with Dell!!!!!!! Regards, [redacted]
Dear Revdex.com, Our records indicate that a new representative will be assigned to the accountPer the terms of Dell’s Limited Hardware Warranty, in order to obtain support, it would be necessary for the customer to engage with a Dell technical representative to perform diagnostics to determine what, if any, hardware component is not functioning properlyDell cannot provide support under the warranty without the customer’s cooperation to determine the cause of the issueWe remain ready to assist the customer within the terms of the warranty and our other policiesThe representative will be following up with the customer within to hoursSincerely Advanced Resolution Group Incident [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 concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a partial account creditOur representative will also 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer repaired or replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate there were delays caused by a need for an international ownership and support transfer Since the date of the submission, a Dell representative has remained engaged to assist the customer Parts to repair the customer’s computer were backlogged so our representative processed a service dispatch to generate an exchange computer to replace the original computer The customer subsequently confirmed receipt of the replacement system The customer may contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matterSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response We regret any miscommunication which may have occurred and appreciate the feedback As previously indicated, our representative confirmed with Dell Financial Services (DFS) that the customer has a zero balance on his DFS account While there may have been some delay in stopping any associated outside collections calls, there should be no further calls regarding the customer’s DFS account Should the customer receive any further calls, he may contact DFS directly or our representative at [redacted] for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [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 refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to provide assistance and subsequently processed a manual credit to refund $for the printer order The credit was processed and returned to the original form of payment, a Mastercard The customer should see this reflected on his next monthly billing statement and may contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matterSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Dear Revdex.com, While my printer was covered under the warranty, Dell sent out a technician multiple times to repair this same problem With each repair attempt, the printer would work for a few hundred pages and would fail again As experts on this printer, why were so many repairs not performed in a good workmanship manner? Why were the repairs temporary rather than permanent? Was it to buy just enough time for my warranty to expire? To now assert that my option is limited to an inferior refurbished machine since my warranty is expired is disingenuous They used and deceptive trade practices to run out my warranty Due to their last response, I purchased a competitor's product and will be setting it up today As a long time Dell customer I am very disappointed I will never buy a Dell product again By "saving" a few pennies by not working with me on a reasonable compromise, they will lose even more through lost ink sales and future equipment sales to me and my family How is that a good long term business decision? Sincerely, [redacted] *** Regards, [redacted] *** 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 concernsThe representative worked with our account verification team to resolve this matterOur records show that the credit for order# [redacted] has been posted to the original form of payment, 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 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 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, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has informed the customer that her printer is out of warranty so it is not entitled to support Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc
Revdex.com 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 informed the customer that all orders such as his were cancelled due to a pricing error on Dell.com As a good will gesture [redacted] has offered the customer a 15% discount on any order placed in the next days 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 Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsIn the interest of customer satisfaction, our representative processed a credit for order# [redacted] to the original form of payment, which should reflect on her next billing statementOur representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted MsSin regarding her concernsOur representative informed her of the terms of Price Match Guarantee and Dell Advantage Rewards [redacted] As a gesture of goodwill and in the interest of customer satisfaction, our representative processed a partial account credit and followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I did receive a call from DellI was told that I would receive a box to send my laptop in to have the work done on itI was told I would receive a follow up email and that I was to let him know in the email when I received the box and again when I shipped the laptopI received the email but have not received the box to ship them the laptopI received another email telling me that Dell had confirmation of the box being delivered and I responded to that email stating that the box was never delivered to my addressI also told him in the email that I had confirmed my address to him before the box was shipped to me so they had the correct address but I had received no box at my addressI'm still waiting on the box to send it in to be fixed Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: For over months I have had an issue with my laptop and DELL missed every opportunity to correct the problemI spent over hours on the phone on multiple occasions with Dell Support, allowing remote accessing to my laptopThey damaged the laptop even furtherI FedExed the laptop to themWhen it was returned, It was damaged with another problemAfter hours of phone conversation and remote access by support again, I FedExed the laptop for a SECOND timeUpon receiving the laptop back, I found that the original problem was not fully resolved and on top of that, they downgraded my laptop operating system to an older Window's versionNow they want me to waste my time even further by allowing a technician to come to my place to address the problem after months of struggleAs an owner of a small company I can not afford to spend any more time on a simple laptop and have lost faith in their repairs After the first month of these issues Dell had the opportunity to resolve them swiftly by replacing the laptop but they refuseI am very unsatisfied with my laptop and at this point I consider it a lossI request that Revdex.com publishes my complaint about DEll Regards, [redacted]
Today’s Date: 03/07/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceThe customer states extensive repairs issued on the unitAt this time an exchange was 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 with any questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThis matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionMr [redacted] contacted our Dell Financial Services believing a DFS Business line of credit was openedWe have confirmed that was not the caseDell has confirmed that the customers information was not released this was a case of a customer paying with their own credit card but the order was mistakenly placed on Mr [redacted] Dell accountThe orders were cancelled due to not passing the verification processWe are unable to provide credit card information because it is not visible due to orders being cancelledAt this time Dell considers this issue closedOur representative may be contacted directly by e-mail at [redacted] @DELL.com Sincerely, Advanced Resolution Group [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 her computer repaired We regret any dissatisfaction she may have experienced and appreciate the feedback provided The customer purchased her computer with a two year warranty which expired March 6, The last service dispatch was processed during December, 2013, and there are no calls logged under the customer’s account prior to the warranty expiration date to report any unresolved technical issues The first calls logged under the customer’s account since December, 2013, occurred during September, Since the date of the complaint, a Dell representative contacted the customer who requested a call to her husband Our representative contacted the customer’s husband and explained that Dell would be unable to provide free out of warranty support We remain available to assist via Dell’s fee-based Out of Warranty Repairs department should the customer want to purchase this service and 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
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 submissionA Dell representative, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has offered to service the system and update the customer’s warranty information if they so desire 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
A Dell representative is continuing to work with Mr [redacted] to achieve an amicable resolution for his concernsOur representative may be contacted at [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 It took an unacceptable time to resolve this issue!! How long does it take to issue a simple credit? Yhis will be the last time I deal with Dell!!!!!!! Regards, [redacted]
Dear Revdex.com, Our records indicate that a new representative will be assigned to the accountPer the terms of Dell’s Limited Hardware Warranty, in order to obtain support, it would be necessary for the customer to engage with a Dell technical representative to perform diagnostics to determine what, if any, hardware component is not functioning properlyDell cannot provide support under the warranty without the customer’s cooperation to determine the cause of the issueWe remain ready to assist the customer within the terms of the warranty and our other policiesThe representative will be following up with the customer within to hoursSincerely Advanced Resolution Group Incident [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 concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a partial account creditOur representative will also 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer repaired or replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate there were delays caused by a need for an international ownership and support transfer Since the date of the submission, a Dell representative has remained engaged to assist the customer Parts to repair the customer’s computer were backlogged so our representative processed a service dispatch to generate an exchange computer to replace the original computer The customer subsequently confirmed receipt of the replacement system The customer may contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matterSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response We regret any miscommunication which may have occurred and appreciate the feedback As previously indicated, our representative confirmed with Dell Financial Services (DFS) that the customer has a zero balance on his DFS account While there may have been some delay in stopping any associated outside collections calls, there should be no further calls regarding the customer’s DFS account Should the customer receive any further calls, he may contact DFS directly or our representative at [redacted] for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [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 refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to provide assistance and subsequently processed a manual credit to refund $for the printer order The credit was processed and returned to the original form of payment, a Mastercard The customer should see this reflected on his next monthly billing statement and may contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matterSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Dear Revdex.com, While my printer was covered under the warranty, Dell sent out a technician multiple times to repair this same problem With each repair attempt, the printer would work for a few hundred pages and would fail again As experts on this printer, why were so many repairs not performed in a good workmanship manner? Why were the repairs temporary rather than permanent? Was it to buy just enough time for my warranty to expire? To now assert that my option is limited to an inferior refurbished machine since my warranty is expired is disingenuous They used and deceptive trade practices to run out my warranty Due to their last response, I purchased a competitor's product and will be setting it up today As a long time Dell customer I am very disappointed I will never buy a Dell product again By "saving" a few pennies by not working with me on a reasonable compromise, they will lose even more through lost ink sales and future equipment sales to me and my family How is that a good long term business decision? Sincerely, [redacted] *** Regards, [redacted] *** 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 concernsThe representative worked with our account verification team to resolve this matterOur records show that the credit for order# [redacted] has been posted to the original form of payment, 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 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 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, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has informed the customer that her printer is out of warranty so it is not entitled to support Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc
Revdex.com 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 informed the customer that all orders such as his were cancelled due to a pricing error on Dell.com As a good will gesture [redacted] has offered the customer a 15% discount on any order placed in the next days 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
A Dell representative has contacted Mr [redacted] to achieve a resolution for his concernsOur representative may be contacted via e-mail at [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsIn the interest of customer satisfaction, our representative processed a credit for order# [redacted] to the original form of payment, which should reflect on her next billing statementOur representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted MsSin regarding her concernsOur representative informed her of the terms of Price Match Guarantee and Dell Advantage Rewards [redacted] As a gesture of goodwill and in the interest of customer satisfaction, our representative processed a partial account credit and followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc