Dear RevDex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] . Our representative has contacted the customer and dispatched a system exchange. The customer confirmed receipt. We regret any dissatisfaction which may have been experienced... and appreciate the feedback provided. Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc.
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]
Dear RevDex.com, Dell records indicate Dell representative [redacted] contacted the customer and offered to have the system brought into the depot for diagnosis. Mr. [redacted] declined this offer, we will continue to support the system under the terms of the hard ware warranty. Sincerely Advanced Resolution Group Incident [redacted] Dell.
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] **Customer expressed dissatisfaction with Dell service and support 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 explained the terms of the maLimited Hardware Warranty and the Return PolicyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our presentative offered an onsite service or a replacement unitFurthermore, due to the terms of the return policy, customer’s request for refund was respectfully deniedWe ask that the customer contact our representative at [redacted] @Dell.com with their decision at the earliest to avoid further delays in this matter Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
A Dell representative is continuing to work with Mr [redacted] to achieve an amicable resolution for his concernsOur representative may be contacted at [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed 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 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
Complaint: [redacted] I am rejecting this response because: I accepted the replacement laptop on 9/26/and it is now 10/3/one week later and I still have not received any tracking informationI have sent several emails with no responseI have to make arrangements to be home when the laptop arrives to sign for it; otherwise, it may get stolenNO COMMUNICATIONLooks like Dell is not sending me a replacementWTF! 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 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]
Today’s Date: 05/17/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 correspondenceThe customer states the unit is not working in proper orderAt this time the agent observed the unit has been returned for a refundAs such the customer has been informed and is being processedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s 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
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]
Thank you for providing a copy of the customer’s submission Dell representative, [redacted] , is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintWe remain available to assist Please have the customer contact the representative by email at [redacted] @Dell.com
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 replacement unitOur records show that the replacement order# [redacted] was delivered to Mr [redacted] on October 24, under FedEx Tracking# [redacted] The representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this caseSincerely, Executive Support TeamIncident 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 all that Dell is willing to do for me so, I am forced to accept it Dell has wasted countless of my work hours on this computer along with actual dollars on local IT technical support This resolution is what Dell is willing to do to have me shut up and go away but, it does not make up for the time, money, and frustration their product and customer service department has caused me I have accepted the replacement computer so, this Revdex.com case can be considered resolved but, the steps that had to be taken to get here were appalling! Regards, [redacted]
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionIt was the customer responsibility to review the items received and to notify Dell within days the invoice if any item was missingAdvanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative [redacted] contacted the customer and authorized an onsite to replace partsThe representative will follow up once the service is completedPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionCustomer expressed dissatisfaction with Dell service and support and wants a repair, a replacement, or a refundWe regret any dissatisfaction they may have experienced and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceDell records indicate the unit was purchased during August 2014, therefore a return for a refund would not be an optionOur representative explained the terms of the sale, the limited hardware warranty, and the return policy www.Dell.com/WarrantyFurthermore, complete care warranty is not a valid warranty without the active hardware warrantyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unit and a credit for the invalid warrantyDell records indicate the unit was delivered on March 22, under FedEx tracking number [redacted] Our representative also followto verify that the replacement unit was received and functioning properlyShould the customer have any additional concerns regarding this case, 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 Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMsB [redacted] expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction she may have experienced and appreciate the feedback providedSince the date of the submission, a Dell representative contacted MsB [redacted] to discuss her concerns and provide assistanceSubsequently, for customer satisfaction reasons, our representative processed a Return Authorization for a refundOur records indicate the refund has since posted and MsB [redacted] should see this reflected on her next monthly billing statementWe ask that she contact our representative should there be any further questions regarding this matter Sincerely,Advanced Resolution GroupIncident 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 concernsIn the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement order# [redacted] was delivered to Mr [redacted] on June 29, under FedEx tracking# [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur 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, Thank you for the opportunity to address the correspondence submitted by [redacted] . Our representative has contacted the customer and dispatched a system exchange. The customer confirmed receipt. We regret any dissatisfaction which may have been experienced... and appreciate the feedback provided. Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc.
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]
Dear RevDex.com, Dell records indicate Dell representative [redacted] contacted the customer and offered to have the system brought into the depot for diagnosis. Mr. [redacted] declined this offer, we will continue to support the system under the terms of the hard ware warranty. Sincerely Advanced Resolution Group Incident [redacted] Dell.
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] **Customer expressed dissatisfaction with Dell service and support 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 explained the terms of the maLimited Hardware Warranty and the Return PolicyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our presentative offered an onsite service or a replacement unitFurthermore, due to the terms of the return policy, customer’s request for refund was respectfully deniedWe ask that the customer contact our representative at [redacted] @Dell.com with their decision at the earliest to avoid further delays in this matter Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
A Dell representative is continuing to work with Mr [redacted] to achieve an amicable resolution for his concernsOur representative may be contacted at [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed 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 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
Complaint: [redacted] I am rejecting this response because: I accepted the replacement laptop on 9/26/and it is now 10/3/one week later and I still have not received any tracking informationI have sent several emails with no responseI have to make arrangements to be home when the laptop arrives to sign for it; otherwise, it may get stolenNO COMMUNICATIONLooks like Dell is not sending me a replacementWTF! 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 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]
Today’s Date: 05/17/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 correspondenceThe customer states the unit is not working in proper orderAt this time the agent observed the unit has been returned for a refundAs such the customer has been informed and is being processedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s 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
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]
Thank you for providing a copy of the customer’s submission Dell representative, [redacted] , is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintWe remain available to assist Please have the customer contact the representative by email at [redacted] @Dell.com
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 replacement unitOur records show that the replacement order# [redacted] was delivered to Mr [redacted] on October 24, under FedEx Tracking# [redacted] The representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this caseSincerely, Executive Support TeamIncident 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 all that Dell is willing to do for me so, I am forced to accept it Dell has wasted countless of my work hours on this computer along with actual dollars on local IT technical support This resolution is what Dell is willing to do to have me shut up and go away but, it does not make up for the time, money, and frustration their product and customer service department has caused me I have accepted the replacement computer so, this Revdex.com case can be considered resolved but, the steps that had to be taken to get here were appalling! Regards, [redacted]
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionIt was the customer responsibility to review the items received and to notify Dell within days the invoice if any item was missingAdvanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative [redacted] contacted the customer and authorized an onsite to replace partsThe representative will follow up once the service is completedPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionCustomer expressed dissatisfaction with Dell service and support and wants a repair, a replacement, or a refundWe regret any dissatisfaction they may have experienced and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceDell records indicate the unit was purchased during August 2014, therefore a return for a refund would not be an optionOur representative explained the terms of the sale, the limited hardware warranty, and the return policy www.Dell.com/WarrantyFurthermore, complete care warranty is not a valid warranty without the active hardware warrantyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unit and a credit for the invalid warrantyDell records indicate the unit was delivered on March 22, under FedEx tracking number [redacted] Our representative also followto verify that the replacement unit was received and functioning properlyShould the customer have any additional concerns regarding this case, 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 Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMsB [redacted] expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction she may have experienced and appreciate the feedback providedSince the date of the submission, a Dell representative contacted MsB [redacted] to discuss her concerns and provide assistanceSubsequently, for customer satisfaction reasons, our representative processed a Return Authorization for a refundOur records indicate the refund has since posted and MsB [redacted] should see this reflected on her next monthly billing statementWe ask that she contact our representative should there be any further questions regarding this matter Sincerely,Advanced Resolution GroupIncident 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 concernsIn the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement order# [redacted] was delivered to Mr [redacted] on June 29, under FedEx tracking# [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur 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