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, [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has reviewed the customer’s records and has spoken to her regarding her concerns [redacted] informed the customer Microsoft has allowed Dell to sell their Xbox, but it is the manufacturer who supports the product, not Dell The customer has indicated she understands, but still felt the treatment received by some of Dell’s representatives were very unprofessional; the customer asked for some type of compensation [redacted] empathized with the customer and let her know Dell appreciates the feedback provided [redacted] apologized to the customer but respectfully denied her request Please have the customer contact our representative directly by email at [redacted] @Dell.com if she should need any further assistance in this matter Sincerely, Executive Support Team Incident 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, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative explained the terms of sale and the limited hardware warrantyAs a gesture of goodwill and in the interest of customer satisfaction, our representative processed a product returnOur records show that that the credit has been posted to the original form of paymentOur representative also followto confirm resolutionHis request for an additional credit was respectfully deniedWe 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 Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have not received my refund yetThey have been telling me for a week and a half that refund has been issued, but I have not received yet 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, [redacted] *** Thank you for providing a copy of the customer’s submissionOur records indicate Dell representative; [redacted] has reached out to Ms [redacted] for information regarding the ink cartridges she had purchased Ms [redacted] has informed [redacted] she had purchased the merchandise from a “big box store” [redacted] apologized to the customer and informed her since she had not purchased the ink cartridges from Dell, unfortunately Dell is unable to replace or refund the cartridges for her [redacted] suggested the customer reaches out to the seller for more assistance Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident 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 sends condolences to the family for their loss. Dell position remains unchanged in the customer will need to troubleshoot under the term of the warranty. Please have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concerns. Sincerely, Advanced Resolution Group INC [redacted] Dell Inc.
Complaint: [redacted] I am rejecting this response because: This is what was stated when I placed the order. I have called out specifically where the sales agent confirmed the inclusion of the gift card in addition to the sales agent coercing me to purchase the item to ensure I receive the gift card. I have also included the chat session word for word for reference. The last thing I would like to mention is that at this point I am only looking to receive the $250 eGift Card. The headaches and unwillingness that dell has expressed to not assist me with my concerns has been unfortunate. I truly do not understand why they have put forth so much effort to deny what customers have ordered. I have included below validation of my complaint by taking out excerpts from the chat. In addition, I have included the entire chat so that it can be validated what I have called out. I have also reached out to the person responsible for my claim to explain his interpretation on why he believes I don't deserve what I have claimed. I have not received a response yet. I have included the chat word for word below for reference. To call out specifically at 04:05:51 I asked does this include $250 eGift Card and the sales agent replies "yes, please stay online while I complete your order".In addition, At 03:54:02 the agent writes "I tried to process it and I am seeing the Receive a $250 Dell PROMO eGift Card with this purchase sent via email in 10-20 days." Followed by "If you want to be sure ***, let me process it for you ." and than "Would you like to get the gift card? Let me make process it if you did not completed it yet." This is an automated email sent from Dell. The following information is a log of your Dell Chat session. Please save this log for your records.Your session ID for this incident is [redacted] .TimeDetails11/29/2016 03:46:32PMSession Started with Agent ( [redacted] *)11/29/2016 03:46:32PM [redacted] : "3_227"11/29/2016 03:46:56PMAgent ( [redacted] *): "Welcome to Dell Parts and Accessories Chat! My name is [redacted] and I will be your Dell.com Sales Chat Expert. I can be reached at [redacted] @dell.com How can I help you today?"11/29/2016 03:46:58PMAgent ( [redacted] *): "Hi ! How are you doing today? :)"11/29/2016 03:48:31PM [redacted] : "I was going to checkout and the promotional gift card never showed up as I continued to checkout. I was looking at Samsung TelevisionSamsung 70 Inch 4K Ultra HD Smart TV UN70KU6300F UHD TV."11/29/2016 03:48:51PMAgent ( [redacted] *): "Glad you chatted in! I'll be happy to assist you with your concern :)"11/29/2016 03:48:55PM [redacted] : "It was supposed to include a $250 ecard"11/29/2016 03:49:30PMAgent ( [redacted] *): "Samsung 70 Inch 4K Ultra HD Smart TV UN70KU6300F UHD TV for $2799.99"11/29/2016 03:51:08PM [redacted] : "yes but discounted to 1299"11/29/2016 03:53:42PMAgent ( [redacted] *): "did you already ordered it ***? did you completed the order?"11/29/2016 03:54:02PMAgent ( [redacted] *): "I tried to process it and I am seeing the Receive a $250 Dell PROMO eGift Card with this purchase sent via email in 10-20 days."11/29/2016 03:55:34PM [redacted] : "where is that? maybe I am just missing it."11/29/2016 03:56:04PMAgent ( [redacted] *): "If you want to be sure ***, let me process it for you ."11/29/2016 03:56:08PM [redacted] : "I added it to my cart and than I went to checkout and didn't see anything."11/29/2016 03:56:32PMAgent ( [redacted] *): "Would you like to get the gift card? Let me make process it if you did not completed it yet."11/29/2016 03:57:11PM [redacted] : "yes, I would also like to apply for financing."11/29/2016 03:57:26PM [redacted] : "what do I need to do?"11/29/2016 03:57:32PMAgent ( [redacted] *): "May I please have your full name, phone number, billing and shipping address so that we can be rest assured to ship it to the correct address?"11/29/2016 03:58:43PM [redacted] : " [redacted] Clinton [redacted] , ###-###-####, [redacted] ***. The billing and shipping address are the same."11/29/2016 03:59:40PMAgent ( [redacted] *): "While checking, I also wanted to be sure you had enrolled in Dell’s new loyalty program, Dell Advantage. It is a loyalty program that gives our customers 5% back in the form of a Dell gift card and free 2nd business day shipping on most purchases. What em"ail address would you like to register for Dell Advantage11/29/2016 04:00:02PM [redacted] : " [redacted] @yahoo.com"11/29/2016 04:01:35PMAgent ( [redacted] *): "To place your order on DPA today, I will need 3 pieces of information from you to locate your account. Please provide the information asked for in the following 3 boxes, which will be sent to you one at a time."11/29/2016 04:02:44PMAgent ( [redacted] *): "I'll be sending you a secured script for the Dell Preferred Account information. Are you ready? :)"11/29/2016 04:02:53PM [redacted] : "ok"11/29/2016 04:03:04PMQuestion: "Please provide your Dell Preferred Account number or, as an alternative, your Social Security number."11/29/2016 04:03:04PMURL Shown: ""11/29/2016 04:03:26PM [redacted] : "***Masked Data***"11/29/2016 04:03:26PM [redacted] : "MaskedData_T_20"11/29/2016 04:03:26PMQuestion: "Please provide your Mother’s Maiden Name."11/29/2016 04:03:26PMURL Shown: ""11/29/2016 04:03:32PM [redacted] : "***Masked Data***"11/29/2016 04:03:32PM [redacted] : "MaskedData_T_20"11/29/2016 04:03:32PMQuestion: "Please provide your Date of Birth (MM-DD-YYYY)."11/29/2016 04:03:32PMURL Shown: ""11/29/2016 04:03:39PM [redacted] : "***Masked Data***"11/29/2016 04:03:39PM [redacted] : "MaskedData_T_10"11/29/2016 04:03:57PMAgent ( [redacted] *): "By the way shall we add extended warranty for the TV? It's a good investment, it covers all the parts of the TV and if that part is irreparable it will be replace for a new one + you will be having access on our chat and phone support 24/7 for just $199.9"9 and it will cover until 2018.11/29/2016 04:04:14PM [redacted] : "No Thanks."11/29/2016 04:04:25PMAgent ( [redacted] *): "sure :)"11/29/2016 04:04:47PMAgent ( [redacted] *): "Shipping Address [redacted] Cr: [redacted] **###-###-#### [redacted] @YAHOO.COMShipping MethodDell Standard DeliveryShipping Price:$0".00Contractual & Promotional Discounts:$0.00Manual Shipping Discount:$0.00Estimated Delivery Date:12/12/201611/29/2016 04:04:52PMAgent ( [redacted] *): "Subtotal:$1,299.99Total Shipping:$0.00Total Tax:$94.25Total Eco Fee:$0.00Total Amount:$1,394.24"11/29/2016 04:05:51PM [redacted] : "ok and this included the eCard for $250?"11/29/2016 04:06:20PMAgent ( [redacted] *): "Yes, please stay online while I complete this order for you."11/29/2016 04:06:55PM [redacted] : "and you are using the dell financing which is 12 months no interest and will get me 10% in rewards?"11/29/2016 04:08:28PMAgent ( [redacted] *): "I was able to check it [redacted] unfortunately our system is telling me that the information that you provided me does not match to any dell preferred account."11/29/2016 04:08:59PMAgent ( [redacted] *): "Do you have the dell preferred account number?"11/29/2016 04:09:02PM [redacted] : "ok, do I need to apply?"11/29/2016 04:09:31PMAgent ( [redacted] *): "If you want we can call you so that you can apply for it :)"11/29/2016 04:09:43PMAgent ( [redacted] *): "May I know the phone number that we can cal you? :)"11/29/2016 04:09:56PM [redacted] : "thats fine ###-###-####"11/29/2016 04:10:17PMAgent ( [redacted] *): "thanks! Please do keep your line open so that we can reach you easily :)"11/29/2016 04:10:27PMAgent ( [redacted] *): "Would there be anything else that I can help you with after this one ***? :)"11/29/2016 04:10:59PM [redacted] : "so to confirm, if approved, I will get the 12 months no interest and 10% rewards?"11/29/2016 04:11:38PMAgent ( [redacted] *): "Yes you will get that if you were able to apply for the Dell Preferred Account :)"11/29/2016 04:12:00PM [redacted] : "ok, my line is open and I am ready when you are."11/29/2016 04:12:08PMAgent ( [redacted] *): "Great! :)"11/29/2016 04:12:17PMAgent ( [redacted] *): "It was my pleasure chatting with you! ;-)I really appreciate if you would answer my very short survey on how I assisted you today. Our Chat Team strives to provide the very best levels of customer service. If you have a minute, we would really appreciat"e your feedback on a 1 minute survey that will appear above this chat once the session ends. My manager gets all the feedback and we use it to help our customers. The survey will pop up on a new window (please allow pop up for Dell.com) after you click th11/29/2016 04:14:11PMAgent ( [redacted] *): "Please click on the "Exit" button to end the chat session"11/29/2016 04:15:18PMAgent ( [redacted] *): "I apologize but since I'm not receiving any response from you, our chat line may end after 60 seconds. Please respond if you need further assistance, if not, kindly disconnect the chat."11/29/2016 04:15:30PM [redacted] : "how long will it take to receive the call?"11/29/2016 04:16:15PMAgent ( [redacted] *): "within 5mins [redacted] :)"11/29/2016 04:16:39PM [redacted] : "ok and thats how I will complete my order?"11/29/2016 04:16:56PMAgent ( [redacted] *): "Yes :)"11/29/2016 04:18:01PMAgent ( [redacted] *): "Please click on the "Exit" button to end the chat session"11/29/2016 04:20:50PMAgent ( [redacted] *): "I apologize but since I'm not receiving any response from you, our chat line may end after 60 seconds. Please respond if you need further assistance, if not, kindly disconnect the chat."11/29/2016 04:20:50PMAgent sent nudge11/29/2016 04:21:28PMSession Ended - Nudge11/29/2016 04:21:28PMSession EndedIf you require further assistance, please visit us at support.dell.com Regards, [redacted]
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.
Complaint: [redacted] I am rejecting this response because:It is not what was agreed upon or promised to me and getting my BRAND NEW computer worth over $2000 doctored up with old used parts from other computers is unacceptable. I have lost money and time with this and have since had to spend an additional $700 on a new computer so I can actually work and do my classes since Dell is dragging this out and refusing to give me what was promised. This is absolutely the worst experience I have ever had with any business and I will continue to warn others to stay away from this scam of a company. 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 a refund or adjustment for media player software that she stated was missing from her computer. We regret... any dissatisfaction she may have experienced and appreciate the feedback provided. Since the date of the submission, a Dell representative contacted the customer to discuss her concerns and provide assistance. The customer subsequently reported that she contacted Dell technical support and they assisted her with software and drivers and it appears the computer is functioning properly now. The customer may 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.
I am writing on behalf of Dell as a follow-up to our prior response regarding the complaint for Mr. [redacted] received in our office. Thank you for the opportunity to address his concerns. Mr. [redacted] reiterated dissatisfaction with Dell service and support. We regret any... dissatisfaction he may have experienced and appreciate the feedback provided. Since the date of our last response, our representative remained engaged to assist in resolving the issues described by Mr. [redacted] . The representative, for customer satisfaction reasons, processed a system exchange to replace Mr. [redacted] ’s computer and the replacement has been delivered. We ask that Mr. [redacted] contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.
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 had the customer’s computer sent to the Dell repair depot which has fixed it and returned it 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced or 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, for customer satisfaction reasons, processed a system exchange A replacement computer has been sent to the customer We 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 would like a call back from the representative handling thisHe is refusing to contact meDELL has resolved the matter by putting a part in my computer different from the original orderBut now my warranty would be invalid until they fix this to reflect the new partPlease reference dispatch number [redacted] Please call me at ###-###-#### Regards, [redacted]
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]
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative, [redacted] contacted the customer and apologized for the problemsThe representative requested the customer provide additional information supporting his claimAt that time the customer became unprofessional with commentsAdditional follow up calls and emails to the customer were left unansweredWe remain available to assist the customer but will need the additional informationThe representative can be reached at email [redacted] @Dell.com Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] * [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative explained the terms of sale and return policyIn the interest of customer satisfaction, our representative processed a replacement product 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:The agent claimed to refund the payment of $to my mastercardHowever, I only saw $429.99.Here is the transaction for the refund of my citi credit cardJun16, 2016DELL SALES & SERVICE ###-###-#### TXCollapse DetailsAdditional DetailsTransaction Type:CreditPosted Date:Jun16, 2016Category:MerchandiseCOMPUTERS, COMPUTER PERIPHERAL EQUIPMENTReference Number: [redacted] -$ Regards, [redacted] **
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, Our records indicate that Dell representative [redacted] followed up with the customer in regards to his rebuttalThe representative has respectfully denied the request for a refund due to purchase was made at retailThe representative has offered a new system exchange and is waiting for the customer to acceptWe ask that the customer please follow up with the representative by emailing at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [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, [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has reviewed the customer’s records and has spoken to her regarding her concerns [redacted] informed the customer Microsoft has allowed Dell to sell their Xbox, but it is the manufacturer who supports the product, not Dell The customer has indicated she understands, but still felt the treatment received by some of Dell’s representatives were very unprofessional; the customer asked for some type of compensation [redacted] empathized with the customer and let her know Dell appreciates the feedback provided [redacted] apologized to the customer but respectfully denied her request Please have the customer contact our representative directly by email at [redacted] @Dell.com if she should need any further assistance in this matter Sincerely, Executive Support Team Incident 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, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative explained the terms of sale and the limited hardware warrantyAs a gesture of goodwill and in the interest of customer satisfaction, our representative processed a product returnOur records show that that the credit has been posted to the original form of paymentOur representative also followto confirm resolutionHis request for an additional credit was respectfully deniedWe 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 Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have not received my refund yetThey have been telling me for a week and a half that refund has been issued, but I have not received yet 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, [redacted] *** Thank you for providing a copy of the customer’s submissionOur records indicate Dell representative; [redacted] has reached out to Ms [redacted] for information regarding the ink cartridges she had purchased Ms [redacted] has informed [redacted] she had purchased the merchandise from a “big box store” [redacted] apologized to the customer and informed her since she had not purchased the ink cartridges from Dell, unfortunately Dell is unable to replace or refund the cartridges for her [redacted] suggested the customer reaches out to the seller for more assistance Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident 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 sends condolences to the family for their loss. Dell position remains unchanged in the customer will need to troubleshoot under the term of the warranty. Please have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concerns. Sincerely, Advanced Resolution Group INC [redacted] Dell Inc.
Complaint: [redacted] I am rejecting this response because: This is what was stated when I placed the order. I have called out specifically where the sales agent confirmed the inclusion of the gift card in addition to the sales agent coercing me to purchase the item to ensure I receive the gift card. I have also included the chat session word for word for reference. The last thing I would like to mention is that at this point I am only looking to receive the $250 eGift Card. The headaches and unwillingness that dell has expressed to not assist me with my concerns has been unfortunate. I truly do not understand why they have put forth so much effort to deny what customers have ordered. I have included below validation of my complaint by taking out excerpts from the chat. In addition, I have included the entire chat so that it can be validated what I have called out. I have also reached out to the person responsible for my claim to explain his interpretation on why he believes I don't deserve what I have claimed. I have not received a response yet. I have included the chat word for word below for reference. To call out specifically at 04:05:51 I asked does this include $250 eGift Card and the sales agent replies "yes, please stay online while I complete your order".In addition, At 03:54:02 the agent writes "I tried to process it and I am seeing the Receive a $250 Dell PROMO eGift Card with this purchase sent via email in 10-20 days." Followed by "If you want to be sure ***, let me process it for you ." and than "Would you like to get the gift card? Let me make process it if you did not completed it yet." This is an automated email sent from Dell. The following information is a log of your Dell Chat session. Please save this log for your records.Your session ID for this incident is [redacted] .TimeDetails11/29/2016 03:46:32PMSession Started with Agent ( [redacted] *)11/29/2016 03:46:32PM [redacted] : "3_227"11/29/2016 03:46:56PMAgent ( [redacted] *): "Welcome to Dell Parts and Accessories Chat! My name is [redacted] and I will be your Dell.com Sales Chat Expert. I can be reached at [redacted] @dell.com How can I help you today?"11/29/2016 03:46:58PMAgent ( [redacted] *): "Hi ! How are you doing today? :)"11/29/2016 03:48:31PM [redacted] : "I was going to checkout and the promotional gift card never showed up as I continued to checkout. I was looking at Samsung TelevisionSamsung 70 Inch 4K Ultra HD Smart TV UN70KU6300F UHD TV."11/29/2016 03:48:51PMAgent ( [redacted] *): "Glad you chatted in! I'll be happy to assist you with your concern :)"11/29/2016 03:48:55PM [redacted] : "It was supposed to include a $250 ecard"11/29/2016 03:49:30PMAgent ( [redacted] *): "Samsung 70 Inch 4K Ultra HD Smart TV UN70KU6300F UHD TV for $2799.99"11/29/2016 03:51:08PM [redacted] : "yes but discounted to 1299"11/29/2016 03:53:42PMAgent ( [redacted] *): "did you already ordered it ***? did you completed the order?"11/29/2016 03:54:02PMAgent ( [redacted] *): "I tried to process it and I am seeing the Receive a $250 Dell PROMO eGift Card with this purchase sent via email in 10-20 days."11/29/2016 03:55:34PM [redacted] : "where is that? maybe I am just missing it."11/29/2016 03:56:04PMAgent ( [redacted] *): "If you want to be sure ***, let me process it for you ."11/29/2016 03:56:08PM [redacted] : "I added it to my cart and than I went to checkout and didn't see anything."11/29/2016 03:56:32PMAgent ( [redacted] *): "Would you like to get the gift card? Let me make process it if you did not completed it yet."11/29/2016 03:57:11PM [redacted] : "yes, I would also like to apply for financing."11/29/2016 03:57:26PM [redacted] : "what do I need to do?"11/29/2016 03:57:32PMAgent ( [redacted] *): "May I please have your full name, phone number, billing and shipping address so that we can be rest assured to ship it to the correct address?"11/29/2016 03:58:43PM [redacted] : " [redacted] Clinton [redacted] , ###-###-####, [redacted] ***. The billing and shipping address are the same."11/29/2016 03:59:40PMAgent ( [redacted] *): "While checking, I also wanted to be sure you had enrolled in Dell’s new loyalty program, Dell Advantage. It is a loyalty program that gives our customers 5% back in the form of a Dell gift card and free 2nd business day shipping on most purchases. What em"ail address would you like to register for Dell Advantage11/29/2016 04:00:02PM [redacted] : " [redacted] @yahoo.com"11/29/2016 04:01:35PMAgent ( [redacted] *): "To place your order on DPA today, I will need 3 pieces of information from you to locate your account. Please provide the information asked for in the following 3 boxes, which will be sent to you one at a time."11/29/2016 04:02:44PMAgent ( [redacted] *): "I'll be sending you a secured script for the Dell Preferred Account information. Are you ready? :)"11/29/2016 04:02:53PM [redacted] : "ok"11/29/2016 04:03:04PMQuestion: "Please provide your Dell Preferred Account number or, as an alternative, your Social Security number."11/29/2016 04:03:04PMURL Shown: ""11/29/2016 04:03:26PM [redacted] : "***Masked Data***"11/29/2016 04:03:26PM [redacted] : "MaskedData_T_20"11/29/2016 04:03:26PMQuestion: "Please provide your Mother’s Maiden Name."11/29/2016 04:03:26PMURL Shown: ""11/29/2016 04:03:32PM [redacted] : "***Masked Data***"11/29/2016 04:03:32PM [redacted] : "MaskedData_T_20"11/29/2016 04:03:32PMQuestion: "Please provide your Date of Birth (MM-DD-YYYY)."11/29/2016 04:03:32PMURL Shown: ""11/29/2016 04:03:39PM [redacted] : "***Masked Data***"11/29/2016 04:03:39PM [redacted] : "MaskedData_T_10"11/29/2016 04:03:57PMAgent ( [redacted] *): "By the way shall we add extended warranty for the TV? It's a good investment, it covers all the parts of the TV and if that part is irreparable it will be replace for a new one + you will be having access on our chat and phone support 24/7 for just $199.9"9 and it will cover until 2018.11/29/2016 04:04:14PM [redacted] : "No Thanks."11/29/2016 04:04:25PMAgent ( [redacted] *): "sure :)"11/29/2016 04:04:47PMAgent ( [redacted] *): "Shipping Address [redacted] C
r: [redacted] **###-###-#### [redacted] @YAHOO.COMShipping MethodDell Standard DeliveryShipping Price:$0".00Contractual & Promotional Discounts:$0.00Manual Shipping Discount:$0.00Estimated Delivery Date:12/12/201611/29/2016 04:04:52PMAgent ( [redacted] *): "Subtotal:$1,299.99Total Shipping:$0.00Total Tax:$94.25Total Eco Fee:$0.00Total Amount:$1,394.24"11/29/2016 04:05:51PM [redacted] : "ok and this included the eCard for $250?"11/29/2016 04:06:20PMAgent ( [redacted] *): "Yes, please stay online while I complete this order for you."11/29/2016 04:06:55PM [redacted] : "and you are using the dell financing which is 12 months no interest and will get me 10% in rewards?"11/29/2016 04:08:28PMAgent ( [redacted] *): "I was able to check it [redacted] unfortunately our system is telling me that the information that you provided me does not match to any dell preferred account."11/29/2016 04:08:59PMAgent ( [redacted] *): "Do you have the dell preferred account number?"11/29/2016 04:09:02PM [redacted] : "ok, do I need to apply?"11/29/2016 04:09:31PMAgent ( [redacted] *): "If you want we can call you so that you can apply for it :)"11/29/2016 04:09:43PMAgent ( [redacted] *): "May I know the phone number that we can cal you? :)"11/29/2016 04:09:56PM [redacted] : "thats fine ###-###-####"11/29/2016 04:10:17PMAgent ( [redacted] *): "thanks! Please do keep your line open so that we can reach you easily :)"11/29/2016 04:10:27PMAgent ( [redacted] *): "Would there be anything else that I can help you with after this one ***? :)"11/29/2016 04:10:59PM [redacted] : "so to confirm, if approved, I will get the 12 months no interest and 10% rewards?"11/29/2016 04:11:38PMAgent ( [redacted] *): "Yes you will get that if you were able to apply for the Dell Preferred Account :)"11/29/2016 04:12:00PM [redacted] : "ok, my line is open and I am ready when you are."11/29/2016 04:12:08PMAgent ( [redacted] *): "Great! :)"11/29/2016 04:12:17PMAgent ( [redacted] *): "It was my pleasure chatting with you! ;-)I really appreciate if you would answer my very short survey on how I assisted you today. Our Chat Team strives to provide the very best levels of customer service. If you have a minute, we would really appreciat"e your feedback on a 1 minute survey that will appear above this chat once the session ends. My manager gets all the feedback and we use it to help our customers. The survey will pop up on a new window (please allow pop up for Dell.com) after you click th11/29/2016 04:14:11PMAgent ( [redacted] *): "Please click on the "Exit" button to end the chat session"11/29/2016 04:15:18PMAgent ( [redacted] *): "I apologize but since I'm not receiving any response from you, our chat line may end after 60 seconds. Please respond if you need further assistance, if not, kindly disconnect the chat."11/29/2016 04:15:30PM [redacted] : "how long will it take to receive the call?"11/29/2016 04:16:15PMAgent ( [redacted] *): "within 5mins [redacted] :)"11/29/2016 04:16:39PM [redacted] : "ok and thats how I will complete my order?"11/29/2016 04:16:56PMAgent ( [redacted] *): "Yes :)"11/29/2016 04:18:01PMAgent ( [redacted] *): "Please click on the "Exit" button to end the chat session"11/29/2016 04:20:50PMAgent ( [redacted] *): "I apologize but since I'm not receiving any response from you, our chat line may end after 60 seconds. Please respond if you need further assistance, if not, kindly disconnect the chat."11/29/2016 04:20:50PMAgent sent nudge11/29/2016 04:21:28PMSession Ended - Nudge11/29/2016 04:21:28PMSession EndedIf you require further assistance, please visit us at support.dell.com Regards, [redacted]
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.
Complaint: [redacted] I am rejecting this response because:It is not what was agreed upon or promised to me and getting my BRAND NEW computer worth over $2000 doctored up with old used parts from other computers is unacceptable. I have lost money and time with this and have since had to spend an additional $700 on a new computer so I can actually work and do my classes since Dell is dragging this out and refusing to give me what was promised. This is absolutely the worst experience I have ever had with any business and I will continue to warn others to stay away from this scam of a company. 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 a refund or adjustment for media player software that she stated was missing from her computer. We regret... any dissatisfaction she may have experienced and appreciate the feedback provided. Since the date of the submission, a Dell representative contacted the customer to discuss her concerns and provide assistance. The customer subsequently reported that she contacted Dell technical support and they assisted her with software and drivers and it appears the computer is functioning properly now. The customer may 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.
I am writing on behalf of Dell as a follow-up to our prior response regarding the complaint for Mr. [redacted] received in our office. Thank you for the opportunity to address his concerns. Mr. [redacted] reiterated dissatisfaction with Dell service and support. We regret any... dissatisfaction he may have experienced and appreciate the feedback provided. Since the date of our last response, our representative remained engaged to assist in resolving the issues described by Mr. [redacted] . The representative, for customer satisfaction reasons, processed a system exchange to replace Mr. [redacted] ’s computer and the replacement has been delivered. We ask that Mr. [redacted] contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.
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 had the customer’s computer sent to the Dell repair depot which has fixed it and returned it 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced or 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, for customer satisfaction reasons, processed a system exchange A replacement computer has been sent to the customer We 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 would like a call back from the representative handling thisHe is refusing to contact meDELL has resolved the matter by putting a part in my computer different from the original orderBut now my warranty would be invalid until they fix this to reflect the new partPlease reference dispatch number [redacted] Please call me at ###-###-#### Regards, [redacted]
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]
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative, [redacted] contacted the customer and apologized for the problemsThe representative requested the customer provide additional information supporting his claimAt that time the customer became unprofessional with commentsAdditional follow up calls and emails to the customer were left unansweredWe remain available to assist the customer but will need the additional informationThe representative can be reached at email [redacted] @Dell.com Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] * [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative explained the terms of sale and return policyIn the interest of customer satisfaction, our representative processed a replacement product 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:The agent claimed to refund the payment of $to my mastercardHowever, I only saw $429.99.Here is the transaction for the refund of my citi credit cardJun16, 2016DELL SALES & SERVICE ###-###-#### TXCollapse DetailsAdditional DetailsTransaction Type:CreditPosted Date:Jun16, 2016Category:MerchandiseCOMPUTERS, COMPUTER PERIPHERAL EQUIPMENTReference Number: [redacted] -$ Regards, [redacted] **
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, Our records indicate that Dell representative [redacted] followed up with the customer in regards to his rebuttalThe representative has respectfully denied the request for a refund due to purchase was made at retailThe representative has offered a new system exchange and is waiting for the customer to acceptWe ask that the customer please follow up with the representative by emailing at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc