Complaint: [redacted] I am rejecting this response because:This is the same non-responsive response I have received from Dell several times beforeThe contact person they name is not able to resolve the issueHe simply comes up with different excuses each time I contact himFor the record: I filed a dispute with my Visa card issuer back in December of last year when this issue began The bank provided a TEMPORARY credit to my account until such time as Dell refunded the moneyAt that time a PERMANENT credit would appear on my statement I still have the temporary credit This indicates to me that Dell has NOT refunded the money in spite of Mr***' statement that the money had been "charged back." I believe Dell still has some work to do to resolve this issue Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: They failed to mention that they were unable to provide the Accident protection advertised on their website so I received a similar computer with less coverage but the same cost.It appears this entire issue was caused by me selecting the accident coverage on their web sitePlease advise all consumers of this new baiting tactic 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: I have reviewed the response made by the business in reference to complaint ID [redacted] I will close the case as Dell has failed to provide an amicable solution 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 experienceDell representative, ***, contacted the customer and authorized for an onsite to replace partsThe representative confirmed the system is now working as designedThe customer continued to request a replacement system due to the amount of service calls which was respectfully deniedWith regard to the request for monetary compensation; Dell’s written policies, including as part of Terms and Conditions of Sale, dictate that Dell is not responsible for such compensationPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer [redacted] * [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has assisted the customer with registering his Dell XPS Notebook he had purchased from Best Buy, with Dell [redacted] has authorized a Dell Depot Repair because the system currently is having a no power issue, making it not possible for Mr [redacted] to boot up the computer to participate in the trouble-shooting process The customer has agreed to work directly with [redacted] and agrees to the depot repair [redacted] will remain Mr [redacted] ’s point of contact until he has received the repaired system back from the depot Mr [redacted] has ***’s contact information should he need to contact her Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative provided technical assistance and instructions to the customerHowever, the customer has not responded to subsequent contact attempts Our representative remains available and may be contacted directly via email at [redacted] @Dell.comWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience 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] A Dell representative recently contacted Ms [redacted] regarding her concernsAfter further review, depot service was issued; however, Ms [redacted] elected not to send her system to depotHer request for replacement unit or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by email at [redacted] , in case Ms [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submissionA 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 processed a refund for the customer’s inconvenience Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc
Dear Revdex.com I am writing on behalf of Dell 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 confirmed return authorization and followed up that the credit has posted back to his to the PayPal accountThe representative can be reached directly by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, [redacted] , contacted Ms [redacted] , however; Ms [redacted] has not responded to subsequent contact attempts for more informationWe regret any dissatisfaction Ms [redacted] may have experienced and appreciate the feedback provided regarding her Dell Experience [redacted] 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: yes the person I spoke to on the telephone was obviously a low IQ winchThe women ignored the evidence I submitted of the promotional coupons on Dell's website listing 35% off all Dell home outlet itemsI attached two graphics showing Dell had a huge banner on the website on EVERY page including the order pages which I took screen shots of saying "calling all early birds, Save 35% on all Dell Outlet for Home items with code [redacted] Code expires in 19:35" It was good for hours minutes per the time stamp code in the banner.the coupon code was listed also in Dell's official coupon code center located at this address: [redacted] Additionally third party websites ran promotions at Dell's request with the 35% coupon code and additional discounts, documenting that on August 4th Dell in fact had the saleSee the third attached graphic "dell-outlet-discount- [redacted] .png" - [redacted] a partner of Dell, had the coupon there as well, indicating Dell placed the coupon and promotional details on the [redacted] site [redacted] , techbargins.com, topcashback.com, befrugal.com etc are amongst other sites the coupon was listed at.Two different sources confirmed the 35% coupon code I provided; Dell's own website, dell.com and [redacted] .com a partner of Dell's.Upon entering the coupon code I received an error message on the page listed in dell-discount2.png - saying "error: coupon code only valid for XPS and Inspiron systems." This is despite the code being advertised for Alienware, monitor, tablets, laptops, desktops and all other Dell Outlet (refurbished units) items.When I first received the code from Dell, it prompted me to pay my credit card off (American Express Blue-Sky) so I could order the laptop which would have been about $1200-They caused me to make huge money payments to free up enough moneyThen when I went to buy the item and on the final page of checkout, it did not work and the cost remained at $for the base unit and cost for extra warranty I was ordering.When Dell called me, they acted like they didn't even have a sale on August 4th 2016, and the women was deliberately indifferent to me and the issueShe side stepped the issue, trying to claim it wasn't even a Dell sale, but was a third party sale from another siteBut, the screen shots of Dell's website show otherwiseShe got angry with me when I emailed the screenshots she refused to acknowledge a second timeIt's my belief Dell falsely advertised, conned people into going to their website, and tried to sucker people into paying more once they got on the website, and they're refusing to acknowledge it here.I have the entire phone call with the women recorded but perhaps in a second response I will attach it upon fetching it off my cellphone CallRecorder appVery dissatisfied with this response because they refused to acknowledge or address the issue, and acted like I was incompetent and didn't present a valid case Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any miscommunication which may have occurred and appreciate the feedback Dell records indicate a refund for $was posted to the customer’s Dell account on January 15, Since the date of the submission, a Dell representative contacted the customer to provide assistance and subsequently notified the customer that the refund has been processed We ask that he contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [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 submission Our records indicate Dell representative; [redacted] has spoken with the customer who has informed they did a Windows update and are now having tech issues with their system [redacted] explained to the customer that Dell did not push the Microsoft Windows update to her computer and he went on to explain that since the customer’s system has no warranty coverage, there will be a fee if the customer wishes Dell to repair the system for her [redacted] documents that the customer has declined to pay Dell for any assistance We certainly do apologize for any frustration this matter may have caused our customer 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, Our records indicate the Dell representative [redacted] followed up with the customerThe representative is working internally to determine why the customer has not received the creditThe representative can be reached by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: [redacted] is not willing to help at her last email, she refused to do anything without me filing for a "stolen" computer which she won't provide the details and in her email she says that she won't talk to the policeI need a phone number for a Dell supervisor as [redacted] has been combatant and accused me of lying on the phoneShe may be involved in federal crime as she is using the Internet to force me to file a police report Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our representative, ***, dispatched a system exchange and our records indicate the system has been delivered [redacted] confirmed the receipt with Mr [redacted] and we regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience [redacted] may be contacted via email at ***.***@Dell.com Sincerely, Advanced Resolution Group Incident ID: [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] * [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has explained to the customer, while the tablet is still covered under the Dell Hardware Warranty, there is no Accidental Damage coverage included on the support contract The customer had not purchased the Accidental Damage Coverage, so unfortunately, and with all due respect, Dell is unable to authorize a free out-of-warranty repair on this tablet It is not fair to our paying customers who have purchased this additionally coverage; the Accidental Damage Contract That being said, ***, in the interest of customer satisfaction, has authorized a very generous discount to the customer if they would like to pay for the repair of the tablet At present, the customer has declined the offer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should change their mind and decide they would like to accept the offer The discount is valid until end of day, November 20, 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 submissionA 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 confirmed the customer has received their order Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @ [redacted] Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:This is the same non-responsive response I have received from Dell several times beforeThe contact person they name is not able to resolve the issueHe simply comes up with different excuses each time I contact himFor the record: I filed a dispute with my Visa card issuer back in December of last year when this issue began The bank provided a TEMPORARY credit to my account until such time as Dell refunded the moneyAt that time a PERMANENT credit would appear on my statement I still have the temporary credit This indicates to me that Dell has NOT refunded the money in spite of Mr***' statement that the money had been "charged back." I believe Dell still has some work to do to resolve this issue Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: They failed to mention that they were unable to provide the Accident protection advertised on their website so I received a similar computer with less coverage but the same cost.It appears this entire issue was caused by me selecting the accident coverage on their web sitePlease advise all consumers of this new baiting tactic 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: I have reviewed the response made by the business in reference to complaint ID [redacted] I will close the case as Dell has failed to provide an amicable solution 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 experienceDell representative, ***, contacted the customer and authorized for an onsite to replace partsThe representative confirmed the system is now working as designedThe customer continued to request a replacement system due to the amount of service calls which was respectfully deniedWith regard to the request for monetary compensation; Dell’s written policies, including as part of Terms and Conditions of Sale, dictate that Dell is not responsible for such compensationPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer [redacted] * [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has assisted the customer with registering his Dell XPS Notebook he had purchased from Best Buy, with Dell [redacted] has authorized a Dell Depot Repair because the system currently is having a no power issue, making it not possible for Mr [redacted] to boot up the computer to participate in the trouble-shooting process The customer has agreed to work directly with [redacted] and agrees to the depot repair [redacted] will remain Mr [redacted] ’s point of contact until he has received the repaired system back from the depot Mr [redacted] has ***’s contact information should he need to contact her Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative provided technical assistance and instructions to the customerHowever, the customer has not responded to subsequent contact attempts Our representative remains available and may be contacted directly via email at [redacted] @Dell.comWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience 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] A Dell representative recently contacted Ms [redacted] regarding her concernsAfter further review, depot service was issued; however, Ms [redacted] elected not to send her system to depotHer request for replacement unit or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by email at [redacted] , in case Ms [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submissionA 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 processed a refund for the customer’s inconvenience Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc
Dear Revdex.com I am writing on behalf of Dell 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 confirmed return authorization and followed up that the credit has posted back to his to the PayPal accountThe representative can be reached directly by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, [redacted] , contacted Ms [redacted] , however; Ms [redacted] has not responded to subsequent contact attempts for more informationWe regret any dissatisfaction Ms [redacted] may have experienced and appreciate the feedback provided regarding her Dell Experience [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Thank you for the letter from [redacted] Our representative has attempted to contact the customer to discuss the contents
Complaint: [redacted] I am rejecting this response because: yes the person I spoke to on the telephone was obviously a low IQ winchThe women ignored the evidence I submitted of the promotional coupons on Dell's website listing 35% off all Dell home outlet itemsI attached two graphics showing Dell had a huge banner on the website on EVERY page including the order pages which I took screen shots of saying "calling all early birds, Save 35% on all Dell Outlet for Home items with code [redacted] Code expires in 19:35" It was good for hours minutes per the time stamp code in the banner.the coupon code was listed also in Dell's official coupon code center located at this address: [redacted] Additionally third party websites ran promotions at Dell's request with the 35% coupon code and additional discounts, documenting that on August 4th Dell in fact had the saleSee the third attached graphic "dell-outlet-discount- [redacted] .png" - [redacted] a partner of Dell, had the coupon there as well, indicating Dell placed the coupon and promotional details on the [redacted] site [redacted] , techbargins.com, topcashback.com, befrugal.com etc are amongst other sites the coupon was listed at.Two different sources confirmed the 35% coupon code I provided; Dell's own website, dell.com and [redacted] .com a partner of Dell's.Upon entering the coupon code I received an error message on the page listed in dell-discount2.png - saying "error: coupon code only valid for XPS and Inspiron systems." This is despite the code being advertised for Alienware, monitor, tablets, laptops, desktops and all other Dell Outlet (refurbished units) items.When I first received the code from Dell, it prompted me to pay my credit card off (American Express Blue-Sky) so I could order the laptop which would have been about $1200-They caused me to make huge money payments to free up enough moneyThen when I went to buy the item and on the final page of checkout, it did not work and the cost remained at $for the base unit and cost for extra warranty I was ordering.When Dell called me, they acted like they didn't even have a sale on August 4th 2016, and the women was deliberately indifferent to me and the issueShe side stepped the issue, trying to claim it wasn't even a Dell sale, but was a third party sale from another siteBut, the screen shots of Dell's website show otherwiseShe got angry with me when I emailed the screenshots she refused to acknowledge a second timeIt's my belief Dell falsely advertised, conned people into going to their website, and tried to sucker people into paying more once they got on the website, and they're refusing to acknowledge it here.I have the entire phone call with the women recorded but perhaps in a second response I will attach it upon fetching it off my cellphone CallRecorder appVery dissatisfied with this response because they refused to acknowledge or address the issue, and acted like I was incompetent and didn't present a valid case Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any miscommunication which may have occurred and appreciate the feedback Dell records indicate a refund for $was posted to the customer’s Dell account on January 15, Since the date of the submission, a Dell representative contacted the customer to provide assistance and subsequently notified the customer that the refund has been processed We ask that he contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [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 submission Our records indicate Dell representative; [redacted] has spoken with the customer who has informed they did a Windows update and are now having tech issues with their system [redacted] explained to the customer that Dell did not push the Microsoft Windows update to her computer and he went on to explain that since the customer’s system has no warranty coverage, there will be a fee if the customer wishes Dell to repair the system for her [redacted] documents that the customer has declined to pay Dell for any assistance We certainly do apologize for any frustration this matter may have caused our customer 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, Our records indicate the Dell representative [redacted] followed up with the customerThe representative is working internally to determine why the customer has not received the creditThe representative can be reached by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: [redacted] is not willing to help at her last email, she refused to do anything without me filing for a "stolen" computer which she won't provide the details and in her email she says that she won't talk to the policeI need a phone number for a Dell supervisor as [redacted] has been combatant and accused me of lying on the phoneShe may be involved in federal crime as she is using the Internet to force me to file a police report Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our representative, ***, dispatched a system exchange and our records indicate the system has been delivered [redacted] confirmed the receipt with Mr [redacted] and we regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience [redacted] may be contacted via email at ***.***@Dell.com Sincerely, Advanced Resolution Group Incident ID: [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] * [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has explained to the customer, while the tablet is still covered under the Dell Hardware Warranty, there is no Accidental Damage coverage included on the support contract The customer had not purchased the Accidental Damage Coverage, so unfortunately, and with all due respect, Dell is unable to authorize a free out-of-warranty repair on this tablet It is not fair to our paying customers who have purchased this additionally coverage; the Accidental Damage Contract That being said, ***, in the interest of customer satisfaction, has authorized a very generous discount to the customer if they would like to pay for the repair of the tablet At present, the customer has declined the offer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should change their mind and decide they would like to accept the offer The discount is valid until end of day, November 20, 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 submissionA 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 confirmed the customer has received their order Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @ [redacted] Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc