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 resolved the customer’s issue 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
Thank you for providing a copy of the customer’s correspondenceA Dell representative has contacted [redacted] to achieve a resolution for his concernsOur representative may be contacted via e-mail at [redacted]
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 Dell is not responsible for data, software, or personal applications and, as outlined in the terms and conditions of Dell’s Limited Hardware Warranty, Dell’s responsibility is limited to repair or replacement of covered hardware components If the customer needs assistance with a software issue, we remain available to assist her via Dell’s fee-based software support Since the date of the submission, a Dell representative has attempted multiple times to contact the customer by phone and e-mail to discuss her concerns and provide assistance To date, we have been unable to discuss the contents of her submission Should the customer still need assistance, we ask that she contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s 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 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 product return for order# [redacted] Our records show that a credit has been posted to the original form of paymentOur representative also followwith Ms [redacted] to 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
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: Regards, [redacted] Dell knows I had problems with this soft ware from day See all records of TECH SUPPORT I call to remove viris and spam from my computer I did not requested refund from day FIVE beuause thet repaired it under my TEC SUPOORT plan
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, ***, contacted Ms [redacted] and explained to her the parts are not available to repair her systemA discount on a new purchase was offered, however; she has not responded [redacted] remains available and may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident 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 submissionThe representative [redacted] is currently working with the customer on an agreed configuration of the replacement systemThe representative will continue to stay in contact with the customer until confirmation of receiptThe representative can be reached by emailing 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 communication and processing expectations for a Dell order We regret any dissatisfaction he may have experienced and appreciate the feedback In conforming to new industry standards which are moving away from providing disk software, Dell no longer offers backup software disks as this information is available to download from Dell’s site or, in many cases, via a USB key upon request Since the date of the submission, a Dell representative contacted the customer to discuss his concerns As the customer waited for almost two months prior to following up with Dell to request Return Authorization information, our representative denied the customer’s request for a refund We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty and ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
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] ***
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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe original online order number [redacted] invoiced September, The customer has to agree to the terms and conditions of sale when placing an order onlineDell sympathizes with the customers’ situation but returning an item almost a year old is not an optionAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterSincerely, Advanced Resolution Group FID # [redacted] Dell
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThe computer is working as it should, and I have been able to return to workI am fortunate that my company understands this issue was beyond my control and agreed to continue my employment, as I am sure most employers would notThis whole ordeal set me back financially over $Rest assured, I will NEVER purchase another Dell product, and will do my part to ensure my employer no longer recommends them for purchase Regards, [redacted]
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 replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative denied the customer’s request for an exchange and assisted with a service dispatch, per the terms of Dell’s Limited Hardware Warranty Our records indicate the customer’s technical issues have been resolved and we ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently made multiple attempts to reach Ms***; however, has not been able to discuss the contents of her correspondenceWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by email 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: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] ***
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. The representative worked with our order verification team to resolve this matter. Our records show... that the order# [redacted] was delivered to Mr. [redacted] on May 25, 2016 under FedEx tracking# [redacted] . Our representative also followed-up with Mr. [redacted] to confirm resolution. We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience. Our 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.
Today’s Date: 05/03/2016 Dear RevDex.com, Thank you for providing a copy of the customer submission. Dell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] ***, to address the contents of their correspondence. The... customer states order and technical concerns. At this time the customer advised the agent the matter has been addressed and they no longer wish to communicate. Dell regrets any inconvenience caused and we thank the customer for their time and patience during this process. The customer may also contact the representative at [redacted] @Dell.com with any other questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc.
Complaint: [redacted] I am rejecting this response because: the laptop was sent back to us but still does not work! It charges now, so that problem is gone, but the mouse pad is stuck in the down-click position. This never happened before. The laptop can't be used in this condition. So frustrating to be without a working laptop still - they fixed on problem and created a new problem. Regards, [redacted] ***
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has resolved the customer’s issue 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
Thank you for providing a copy of the customer’s correspondenceA Dell representative has contacted [redacted] to achieve a resolution for his concernsOur representative may be contacted via e-mail at [redacted]
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 Dell is not responsible for data, software, or personal applications and, as outlined in the terms and conditions of Dell’s Limited Hardware Warranty, Dell’s responsibility is limited to repair or replacement of covered hardware components If the customer needs assistance with a software issue, we remain available to assist her via Dell’s fee-based software support Since the date of the submission, a Dell representative has attempted multiple times to contact the customer by phone and e-mail to discuss her concerns and provide assistance To date, we have been unable to discuss the contents of her submission Should the customer still need assistance, we ask that she contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s 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 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 product return for order# [redacted] Our records show that a credit has been posted to the original form of paymentOur representative also followwith Ms [redacted] to 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
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: Regards, [redacted] Dell knows I had problems with this soft ware from day See all records of TECH SUPPORT I call to remove viris and spam from my computer I did not requested refund from day FIVE beuause thet repaired it under my TEC SUPOORT plan
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, ***, contacted Ms [redacted] and explained to her the parts are not available to repair her systemA discount on a new purchase was offered, however; she has not responded [redacted] remains available and may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident 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 submissionThe representative [redacted] is currently working with the customer on an agreed configuration of the replacement systemThe representative will continue to stay in contact with the customer until confirmation of receiptThe representative can be reached by emailing 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 communication and processing expectations for a Dell order We regret any dissatisfaction he may have experienced and appreciate the feedback In conforming to new industry standards which are moving away from providing disk software, Dell no longer offers backup software disks as this information is available to download from Dell’s site or, in many cases, via a USB key upon request Since the date of the submission, a Dell representative contacted the customer to discuss his concerns As the customer waited for almost two months prior to following up with Dell to request Return Authorization information, our representative denied the customer’s request for a refund We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty and ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
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] ***
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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe original online order number [redacted] invoiced September, The customer has to agree to the terms and conditions of sale when placing an order onlineDell sympathizes with the customers’ situation but returning an item almost a year old is not an optionAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterSincerely, Advanced Resolution Group FID # [redacted] Dell
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThe computer is working as it should, and I have been able to return to workI am fortunate that my company understands this issue was beyond my control and agreed to continue my employment, as I am sure most employers would notThis whole ordeal set me back financially over $Rest assured, I will NEVER purchase another Dell product, and will do my part to ensure my employer no longer recommends them for purchase Regards, [redacted]
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 replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative denied the customer’s request for an exchange and assisted with a service dispatch, per the terms of Dell’s Limited Hardware Warranty Our records indicate the customer’s technical issues have been resolved and we ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently made multiple attempts to reach Ms***; however, has not been able to discuss the contents of her correspondenceWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by email 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: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] ***
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. The representative worked with our order verification team to resolve this matter. Our records show... that the order# [redacted] was delivered to Mr. [redacted] on May 25, 2016 under FedEx tracking# [redacted] . Our representative also followed-up with Mr. [redacted] to confirm resolution. We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience. Our 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.
Today’s Date: 05/03/2016 Dear RevDex.com, Thank you for providing a copy of the customer submission. Dell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] ***, to address the contents of their correspondence. The... customer states order and technical concerns. At this time the customer advised the agent the matter has been addressed and they no longer wish to communicate. Dell regrets any inconvenience caused and we thank the customer for their time and patience during this process. The customer may also contact the representative at [redacted] @Dell.com with any other questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc.
Complaint: [redacted] I am rejecting this response because: the laptop was sent back to us but still does not work! It charges now, so that problem is gone, but the mouse pad is stuck in the down-click position. This never happened before. The laptop can't be used in this condition. So frustrating to be without a working laptop still - they fixed on problem and created a new problem. Regards, [redacted] ***