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.
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,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 [redacted] ***Our representative contacted the customer and our records indicate the credit has been applied to the original form of paymentWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
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 providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a Dell promotion We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative has attempted multiple times to contact the customer by telephone and e-mail to discuss his concerns To date, the customer has not responded to the contact attempts Should the customer still need assistance, we ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our representative, [redacted] , has been in contact with Mr***, however; Mr [redacted] has not responded to subsequent contact attemptsWe regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience [redacted] remains available and may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because:Dell's customer service has got some nerve quoting their privacy policy about cancelling order.First of all, the order was never cancelled.It was a legitimate order and it was shipped and my order detail still says it's shipped.They recalled the package while it was on route and never bothered to send me email.I waited whole day on Monday based on the shipping notification to receive the package but it never arrived and when I checked tracking I found out that it was recalled.I contacted customer service and only then I found out the reason (price mistake) and I was fine with that.What I'm not fine is Dell processing payment but refusing to refund the payment when they recalled the product.They kept treating it like a return and told me to wait until product was returned to their warehouse and in the end the refund never happened until a day agoFULL BUSINESS DAYS after they received the productThey wasted no effort working Saturday to place a recall but a simple return they will quote the damn business day.What's more disgusting is the customer service now posting about privacy policy about their rights to cancel here on Revdex.com.How'bout their own consumer terms of sale on their website? [redacted] "ShippingProduct title passes to you when the Product is shippedYou have days to notify Dell of any missing, wrong, or damaged portion of your purchase or Dell cannot be held responsible for these issuesUnless you provide Dell with a valid and correct tax exemption certificate applicable to your purchase of Product and the Product shlocation, you are responsible for sales and other taxes associated with the order."Says right there, the product title passes to customer once the product ships.So which is it? Since you guys like to quote your policies, are you going to admit that you stole a product since according to your policy, I, the consumer owned the product when the product was shipped but you guys recalled it and yanked it backNot only did you steal my product but you stole my money and wouldn't return it for daysYou guys have some nerve quoting your policy to try and justify this gross thievery! Regards, [redacted] ***
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, 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.
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: 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, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative requested information, such as, Order # and a copy of the receipt; however, Ms [redacted] failed to provide any valid informationHer request for a replacement item was respectfully deniedWe 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 questions regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I've payed for a brand new part and Dell has the audacity to send a used part that has depreciated in value and refuses to give any sort of compensation for the loss of value for said part and their so called "Tech Support" does not help at all because I found the fix for my countless issues myself with no help from themI would not recommend Dell to anyoneFurthermore, if Revdex.com wants to review all of my recordings during the support calls, I give full permission to do so Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his 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
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:DELL's representative Ms [redacted] is only telling part of the story-the part that happened AFTER I filed a complaint with Revdex.com.It's true- Ms [redacted] did offer an in-house technician visit FINALLY after my trying for months to get help through DELL.I called DELL many times over the past months yet DELL Service Technicians refused to service the laptop.The Technicians said they could not fix the issue and told me to return or replace it.They sent me to Customer Service but Customer Service said they would not return or replace the unit if I didn't let them service it.They sent me back to Service Technicians.The Technicians AGAIN said they could not fix the laptop and sent me BACK to Customer Service.This loop continued for over months.I have nothing positive to say about the way I was treated or the disrespect DELL expressed toward me given the fact that DELL sold me a BROKEN Laptop and refused to take responsibility for it.FINALLY a Representative in the Collections Department agreed to the return and sent me a Return Shipping LabelThe laptop was returned earlier this weekI am grateful that there is one decent person working at DELL.At this point I consider the case closed.Thank you, Revdex.com, or offering a forum to communicate 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 Thank you, [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 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 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
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.
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,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 [redacted] ***Our representative contacted the customer and our records indicate the credit has been applied to the original form of paymentWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
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 providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a Dell promotion We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative has attempted multiple times to contact the customer by telephone and e-mail to discuss his concerns To date, the customer has not responded to the contact attempts Should the customer still need assistance, we ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our representative, [redacted] , has been in contact with Mr***, however; Mr [redacted] has not responded to subsequent contact attemptsWe regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience [redacted] remains available and may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because:Dell's customer service has got some nerve quoting their privacy policy about cancelling order.First of all, the order was never cancelled.It was a legitimate order and it was shipped and my order detail still says it's shipped.They recalled the package while it was on route and never bothered to send me email.I waited whole day on Monday based on the shipping notification to receive the package but it never arrived and when I checked tracking I found out that it was recalled.I contacted customer service and only then I found out the reason (price mistake) and I was fine with that.What I'm not fine is Dell processing payment but refusing to refund the payment when they recalled the product.They kept treating it like a return and told me to wait until product was returned to their warehouse and in the end the refund never happened until a day agoFULL BUSINESS DAYS after they received the productThey wasted no effort working Saturday to place a recall but a simple return they will quote the damn business day.What's more disgusting is the customer service now posting about privacy policy about their rights to cancel here on Revdex.com.How'bout their own consumer terms of sale on their website? [redacted] "ShippingProduct title passes to you when the Product is shippedYou have days to notify Dell of any missing, wrong, or damaged portion of your purchase or Dell cannot be held responsible for these issuesUnless you provide Dell with a valid and correct tax exemption certificate applicable to your purchase of Product and the Product shlocation, you are responsible for sales and other taxes associated with the order."Says right there, the product title passes to customer once the product ships.So which is it? Since you guys like to quote your policies, are you going to admit that you stole a product since according to your policy, I, the consumer owned the product when the product was shipped but you guys recalled it and yanked it backNot only did you steal my product but you stole my money and wouldn't return it for daysYou guys have some nerve quoting your policy to try and justify this gross thievery! Regards, [redacted] ***
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, 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.
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: 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, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative requested information, such as, Order # and a copy of the receipt; however, Ms [redacted] failed to provide any valid informationHer request for a replacement item was respectfully deniedWe 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 questions regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I've payed for a brand new part and Dell has the audacity to send a used part that has depreciated in value and refuses to give any sort of compensation for the loss of value for said part and their so called "Tech Support" does not help at all because I found the fix for my countless issues myself with no help from themI would not recommend Dell to anyoneFurthermore, if Revdex.com wants to review all of my recordings during the support calls, I give full permission to do so Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his 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
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:DELL's representative Ms [redacted] is only telling part of the story-the part that happened AFTER I filed a complaint with Revdex.com.It's true- Ms [redacted] did offer an in-house technician visit FINALLY after my trying for months to get help through DELL.I called DELL many times over the past months yet DELL Service Technicians refused to service the laptop.The Technicians said they could not fix the issue and told me to return or replace it.They sent me to Customer Service but Customer Service said they would not return or replace the unit if I didn't let them service it.They sent me back to Service Technicians.The Technicians AGAIN said they could not fix the laptop and sent me BACK to Customer Service.This loop continued for over months.I have nothing positive to say about the way I was treated or the disrespect DELL expressed toward me given the fact that DELL sold me a BROKEN Laptop and refused to take responsibility for it.FINALLY a Representative in the Collections Department agreed to the return and sent me a Return Shipping LabelThe laptop was returned earlier this weekI am grateful that there is one decent person working at DELL.At this point I consider the case closed.Thank you, Revdex.com, or offering a forum to communicate 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 Thank you, [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 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 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