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 and returned or replaced We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, Dell records indicate the customer has been contacted by Dell representatives and a service dispatch to process an exchange has been generated An exchange computer was shipped to the customer who confirmed that the replacement appears to be working fineThe customer may contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc
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]
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
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
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, 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
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 follow up submission Mr [redacted] expressed dissatisfaction with Dell’s response We regret any miscommunication which may have occurred and appreciate the feedback Upon further review, it has been noted that the original computer, a Dell XPS M1530R, was purchased during Per the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced with refurbished computers, as described in the warranty termsDell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchased and does not entitle a customer to upgrades from previous exchange computers sent from Dell Dell is not required to provide additional upgrades based on the warranty and our policies Since the date of the original submission, Dell representatives contacted Mr [redacted] and his request for a new, upgraded unlike exchange computer is being denied His options are to repair his existing computer, accept an exchange for an Alienware 17, or opt for a refund for the prorated balance of the latest warranty extension purchased on an exchange computer sent from Dell We ask that Mr [redacted] contact our representative within ten (10) days from the date of this response for any further assistance he may need regarding this matter after which time all offers will be withdrawn and we will assist him with support per the terms of the warranty.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
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] ***
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
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 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.
Complaint: [redacted] I am rejecting this response because: They have refused to provide simple part # That I requested in chat with TWO of their representativesI will upgrade my self but nobody can find any part # requiredTheir website cannot even tell me the standard drivers for this computer based on the service tag#!This matter is not Closed until they support their "product" - or do they deny shipping this item? 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] informed the customer he could download the Windows recovery media for free from the Dell website and provided him the URL Dell cannot provide a physical copy without a fee 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
Complaint: [redacted] I am rejecting this response because:1) I have already provided all of the information they have requested.2) I have emailed back and forth with the referenced representative many times, explaining the issu again and again.3) When I called to speak with the referenced representative, I was met by several very rude individuals who refused to let me speak with the representativeWhen I requested a direct phone number to reach the representative, I was advised that the number I called was the direct number Subsequent attempts to reach the agent proved futile 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 an exchange computer We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative remains engaged to assist the customer with payment for the exchange computer and is coordinating efforts with internal Dell teams to obtain final resolution to close the exchange dispatchWe ask that the customer contact our representative at [redacted] @Dell.com for any further assistance she may need 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 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 agreed to the customer’s request and processed refunds These refunds will reflect in the customer’s next billing cycle 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
Dear RevDex.com, I am writing on behalf of Dell Inc. in response to the rebuttal filed with your office by the customer. Thank you for providing a copy of the submission. Dell representative [redacted] has been back in touch with the customer and another exchange will be sent. The representative offered as a goodwill gesture for the inconvenience to provide a $25 coupon or a refund on 3 months of warranty the customer declined both. The representative will follow up once shipping information is available. If the customer has any questions or concerns the representative maybe reached by emailing [redacted] @Dell.com Sincerely, Advanced Resolution Group INC# [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
Complaint: [redacted] I am rejecting this response because: All I want is the computer I paid forIt should not take over a month to resolve this and its frustrating because Dell had called me earllier in the week but instead of sending me a replacement , they want to take the computer (with all my information on it) and refund me at a later date (date not given)At this point I have no ther laptop to do my work onPlease, I NEED a replacement or the computer I originally ordered first before I send this one back 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 her computer repaired and returned or replaced We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, Dell records indicate the customer has been contacted by Dell representatives and a service dispatch to process an exchange has been generated An exchange computer was shipped to the customer who confirmed that the replacement appears to be working fineThe customer may contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc
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]
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
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
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, 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
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 follow up submission Mr [redacted] expressed dissatisfaction with Dell’s response We regret any miscommunication which may have occurred and appreciate the feedback Upon further review, it has been noted that the original computer, a Dell XPS M1530R, was purchased during Per the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced with refurbished computers, as described in the warranty termsDell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchased and does not entitle a customer to upgrades from previous exchange computers sent from Dell Dell is not required to provide additional upgrades based on the warranty and our policies Since the date of the original submission, Dell representatives contacted Mr [redacted] and his request for a new, upgraded unlike exchange computer is being denied His options are to repair his existing computer, accept an exchange for an Alienware 17, or opt for a refund for the prorated balance of the latest warranty extension purchased on an exchange computer sent from Dell We ask that Mr [redacted] contact our representative within ten (10) days from the date of this response for any further assistance he may need regarding this matter after which time all offers will be withdrawn and we will assist him with support per the terms of the warranty.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
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] ***
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
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 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.
Complaint: [redacted] I am rejecting this response because: They have refused to provide simple part # That I requested in chat with TWO of their representativesI will upgrade my self but nobody can find any part # requiredTheir website cannot even tell me the standard drivers for this computer based on the service tag#!This matter is not Closed until they support their "product" - or do they deny shipping this item? 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] informed the customer he could download the Windows recovery media for free from the Dell website and provided him the URL Dell cannot provide a physical copy without a fee 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
Complaint: [redacted] I am rejecting this response because:1) I have already provided all of the information they have requested.2) I have emailed back and forth with the referenced representative many times, explaining the issu again and again.3) When I called to speak with the referenced representative, I was met by several very rude individuals who refused to let me speak with the representativeWhen I requested a direct phone number to reach the representative, I was advised that the number I called was the direct number Subsequent attempts to reach the agent proved futile 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 an exchange computer We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative remains engaged to assist the customer with payment for the exchange computer and is coordinating efforts with internal Dell teams to obtain final resolution to close the exchange dispatchWe ask that the customer contact our representative at [redacted] @Dell.com for any further assistance she may need 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 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 agreed to the customer’s request and processed refunds These refunds will reflect in the customer’s next billing cycle 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
Dear RevDex.com, I am writing on behalf of Dell Inc. in response to the rebuttal filed with your office by the customer. Thank you for providing a copy of the submission. Dell representative [redacted] has been back in touch with the customer and another exchange will be sent. The representative offered as a goodwill gesture for the inconvenience to provide a $25 coupon or a refund on 3 months of warranty the customer declined both. The representative will follow up once shipping information is available. If the customer has any questions or concerns the representative maybe reached by emailing [redacted] @Dell.com Sincerely, Advanced Resolution Group INC# [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
Complaint: [redacted] I am rejecting this response because: All I want is the computer I paid forIt should not take over a month to resolve this and its frustrating because Dell had called me earllier in the week but instead of sending me a replacement , they want to take the computer (with all my information on it) and refund me at a later date (date not given)At this point I have no ther laptop to do my work onPlease, I NEED a replacement or the computer I originally ordered first before I send this one back Regards, [redacted] ***