Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell respectfully denies the customer’s request for additional warranty and softwareWe have provided a link to the customers warranty online which we request that he review the terms of warranty [redacted] As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterOur representative remains available to discuss this matter however there will be no change in the resolution offeredSincerely, Advanced Resolution Group FID # [redacted] Dell
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,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for an exchange computer We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative remains engaged to assist the customer with payment for the exchange computer and is coordinating efforts with internal Dell teams to obtain final resolution to close the exchange dispatchWe ask that the customer contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Our records indicate that a credit processing error transpired and Dell representative will be following up with the customerThe representative will expedite internally and update the customer on the progressDell apologizes for the unfortunate delay and we strive to resolve this as quickly as possibleThe representative can be reached by emailing [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: the matter of credits was address by me several times, and I never received a response I did email your representative, and never received a responserefer to the email belowthis is par for course with being ignored by dell I am glad that the credits were refunded, but it would have been nice to find that out a month ago, and actually receive a response Regards, [redacted] [redacted] < [redacted] @yahoo.com> To < [redacted] @Dell.com> Dec at 8:PM Hello [redacted] ,Were the dell credits used for the purchase also refunded? [redacted] Sent from my iPhoneOn Dec 9, 2015, at 7:PM, < [redacted] @Dell.com> < [redacted] @Dell.com> wrote:Dell Customer CommunicationDear [redacted] , This email is with reference to the conversation we had earlier regarding your Dell computer.Please accept my sincere apologies for any disappointment you may have experienced during your transactions with usOnce again, I thank you for sharing your experience with usThe feedback which we receive remains a crucial tool to determine how we can best improve our products and servicesWe truly regret any inconvenience or frustration this matter may have causedIf you have any questions or concerns regarding the issue discussed today, please do reply to this email or call me and I would be glad to assist you further.Regards, [redacted] *Dell | Advanced Resolution GroupPhone + [redacted] My work schedule is 09:am - 06:pm CST Monday to Friday Confidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient and may contain confidential or proprietary informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original messageconfirmation email that it was receivedand then no responseagain!!!! [redacted] @Dell.com To [redacted] @yahoo.com Dec at 8:PM Hi, Thank you for your emailI have received your email outside my working hours and I currently do not have any access to email or voicemailMy working hours are between 9:00AM to 6:00PM CST, Monday to FridayI shall respond to your email upon my return on 12/11/If this is an urgent issue that cannot wait until my return, please contact [email protected] you for choosing Dell and have a nice day!!Regards, [redacted] *Dell | Advanced Resolution Group Phone + [redacted] My work schedule is 09:am - 06:pm CST Monday to Friday
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 We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist in processing the refund A refund for $has since posted to the customer’s account 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell order We regret any miscommunication which may have occurred and appreciate the feedbackDell makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell Sometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errors Since the date of the submission, a Dell representative made multiple attempts to contact the customer by telephone and e-mail to advise that the order could not be placed at the price he requested due to a pricing error and, per Dell policy we would be unable to process an order at the incorrect priceWe ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, Dell processed exchange dispatches which have been delayed by processing issues and changing product components with the Alienware models The customer has since been sent a replacement computer with upgrades and newer components and a warranty which will now expire on May 31, Upon follow up, the customer told our representative that the replacement computer appears to be functioning properly We remain available to assist the customer and ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,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
Complaint: [redacted] I am rejecting this response because:I attached an email response from [redacted] which is conflicting to the response shown on the Revdex.com information I have also attached a copy the receipt I got when I ordered the computer Mr [redacted] told me they were unable to verify the detail of the charges due to this issue being too old It is not my fault this issue has drug on so long This is why I went to the Revdex.com in the first place because Dell could not give me proof of the details they are charging me for I took it upon myself to provide Dell with the details which clearly shows the cost of the purchase of my laptop And they are still denying the fact that they fraudulently charged me for charges that were unauthorized There response is, it must of been some accessories that I purchased You can clearly see on my receipt from Dell there are NO accessories on my order I can't believe they are costing so much of my time and Dell's resources for a measly $320.00, which is pennies to Dell and not rectifying this issue to satisfy a loyal customer Now they will probably sent this to collections and affect my credit but at this point my dignity and integrity have more value to me than giving in and paying what is not rightfully mine! I guess customer service does not matter to Dell Well I will tell you something, Dell has lost out on over $60,of a purchase due to this poor judgement on Dells part! I had my organization convinced that Dell was the best and we should order all of our products through Dell Because of this poor judgement my organization ordered all new computers, monitors, printers, scanners, and laptops from another source because I told them how you have treated me and they did not want the same thing to happen to them You will be losing a lot more business in the future because I will never order from Dell again and my organization will never order from Dell again either 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 This matter should not be closed as the refund promised will not post until the next business cycle This would be next month 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 somewhat okay with me Dell would not give a satisfactory warranty on the new computer stating no warrantyThis is not right, dell should honor the day new replacement if this one goes bad in the days, nor would they state a year warranty that is stated when you buySince the first computer had hard drive crashes in months, I am hoping this one lasts Dell should be forced to explain to people buying from stores that the day replacement is only good from the time dell ships to the store, if you purchase the computer days after the shipment you have a slim chance for a new replacement since the days have expired, that is what happened in our case Dell should not be allowed to tell the consumer business days, then add another business days, then add another business days then never tell you what the status is then tell you that you have to wait again until they find the parts and build another, this is very poor business I am just glad this is over Regards, [redacted]
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionWe apologize for the confusion with the updatesThe customer has been provided a resolution with an exception being made outside the warranty to provide an onsite tech to come replace the partThe claims the customer is making in his rebuttal are unfounded and our offer will remain open for daysIf the customer would like to move forward with the resolution offered he may contact the representative by emailing [redacted] @dell.comAdvanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: This refund was owed to me about THREE months ago I made THIRTY TWO calls to dell to rectify this issue, and I was pushed off again and again In addition, even the NAMED representative on this communication told me outright that I'm NOT due for a refund, since the request for a refund period has expired! Only when I fetched OLD emails that was sent to me (two of them from him directly), indicating that I WAS already guaranteed that refund (obviously proving my previous requests), AND only AFTER putting another Dell Repon a three way call stating the same, ONLY them did the Dell Rep ( [redacted] ) agree to take care of this matter.As such, I feel betrayed! I've been a customer of Dell for over years, having ONLY bought Dell computers AFTER making phone calls (encompassing over hours+), shall I feel that this issue has been rectified? Shouldn't I at least receive an apology from Dell for the HOURS and AGREVEATION this entailed? Due I deserve at leased to receive a HEFTY amount in compensation for the HOURS invested for something totally due to Dell's fault? Could Dell at least compensate me in the form of a Coupon or other Monetary form, towards an upcoming computer purchase, to make good on a mess created BY THEM beyond the norm?I truly hope that understanding and customer service will prevail I'm expecting a response shortly in rectification to this matter and some form of compensation, as stated.Have a great day; [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mrs [redacted] Customer expressed dissatisfaction with Dell service and support and wants a new replacement or refundWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative explained the terms of the Limited Hardware Warranty and the Return PolicyFurthermore, our representative offered service and support, as per the terms of Dell’s Limited Hardware Warranty; however, customer elected not to accept our offer of assistanceTheir request for new replacement or refund was respectfully deniedWe remain ready to assist Ms [redacted] within the terms of the warranty and our other policiesShould she have any additional concerns regarding this case, she can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com, Thank you for 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
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
Thank you for providing a copy of the customer submission A Dell representative, [redacted] , has contacted the customer and is working with them to reach a reasonable resolution The representative can bereached directly by email at [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell respectfully denies the customer’s request for additional warranty and softwareWe have provided a link to the customers warranty online which we request that he review the terms of warranty [redacted] As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterOur representative remains available to discuss this matter however there will be no change in the resolution offeredSincerely, Advanced Resolution Group FID # [redacted] Dell
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,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for an exchange computer We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative remains engaged to assist the customer with payment for the exchange computer and is coordinating efforts with internal Dell teams to obtain final resolution to close the exchange dispatchWe ask that the customer contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Our records indicate that a credit processing error transpired and Dell representative will be following up with the customerThe representative will expedite internally and update the customer on the progressDell apologizes for the unfortunate delay and we strive to resolve this as quickly as possibleThe representative can be reached by emailing [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Our representative has reached out to Ms***, however; she has not replied
Complaint: [redacted] I am rejecting this response because: the matter of credits was address by me several times, and I never received a response I did email your representative, and never received a responserefer to the email belowthis is par for course with being ignored by dell I am glad that the credits were refunded, but it would have been nice to find that out a month ago, and actually receive a response Regards, [redacted] [redacted] < [redacted] @yahoo.com> To < [redacted] @Dell.com> Dec at 8:PM Hello [redacted] ,Were the dell credits used for the purchase also refunded? [redacted] Sent from my iPhoneOn Dec 9, 2015, at 7:PM, < [redacted] @Dell.com> < [redacted] @Dell.com> wrote:Dell Customer CommunicationDear [redacted] , This email is with reference to the conversation we had earlier regarding your Dell computer.Please accept my sincere apologies for any disappointment you may have experienced during your transactions with usOnce again, I thank you for sharing your experience with usThe feedback which we receive remains a crucial tool to determine how we can best improve our products and servicesWe truly regret any inconvenience or frustration this matter may have causedIf you have any questions or concerns regarding the issue discussed today, please do reply to this email or call me and I would be glad to assist you further.Regards, [redacted] *Dell | Advanced Resolution GroupPhone + [redacted] My work schedule is 09:am - 06:pm CST Monday to Friday Confidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient and may contain confidential or proprietary informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original messageconfirmation email that it was receivedand then no responseagain!!!! [redacted] @Dell.com To [redacted] @yahoo.com Dec at 8:PM Hi, Thank you for your emailI have received your email outside my working hours and I currently do not have any access to email or voicemailMy working hours are between 9:00AM to 6:00PM CST, Monday to FridayI shall respond to your email upon my return on 12/11/If this is an urgent issue that cannot wait until my return, please contact [email protected] you for choosing Dell and have a nice day!!Regards, [redacted] *Dell | Advanced Resolution Group Phone + [redacted] My work schedule is 09:am - 06:pm CST Monday to Friday
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 We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist in processing the refund A refund for $has since posted to the customer’s account 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell order We regret any miscommunication which may have occurred and appreciate the feedbackDell makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell Sometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errors Since the date of the submission, a Dell representative made multiple attempts to contact the customer by telephone and e-mail to advise that the order could not be placed at the price he requested due to a pricing error and, per Dell policy we would be unable to process an order at the incorrect priceWe ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, Dell processed exchange dispatches which have been delayed by processing issues and changing product components with the Alienware models The customer has since been sent a replacement computer with upgrades and newer components and a warranty which will now expire on May 31, Upon follow up, the customer told our representative that the replacement computer appears to be functioning properly We remain available to assist the customer and ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,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
Complaint: [redacted] I am rejecting this response because:I attached an email response from [redacted] which is conflicting to the response shown on the Revdex.com information I have also attached a copy the receipt I got when I ordered the computer Mr [redacted] told me they were unable to verify the detail of the charges due to this issue being too old It is not my fault this issue has drug on so long This is why I went to the Revdex.com in the first place because Dell could not give me proof of the details they are charging me for I took it upon myself to provide Dell with the details which clearly shows the cost of the purchase of my laptop And they are still denying the fact that they fraudulently charged me for charges that were unauthorized There response is, it must of been some accessories that I purchased You can clearly see on my receipt from Dell there are NO accessories on my order I can't believe they are costing so much of my time and Dell's resources for a measly $320.00, which is pennies to Dell and not rectifying this issue to satisfy a loyal customer Now they will probably sent this to collections and affect my credit but at this point my dignity and integrity have more value to me than giving in and paying what is not rightfully mine! I guess customer service does not matter to Dell Well I will tell you something, Dell has lost out on over $60,of a purchase due to this poor judgement on Dells part! I had my organization convinced that Dell was the best and we should order all of our products through Dell Because of this poor judgement my organization ordered all new computers, monitors, printers, scanners, and laptops from another source because I told them how you have treated me and they did not want the same thing to happen to them You will be losing a lot more business in the future because I will never order from Dell again and my organization will never order from Dell again either 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 This matter should not be closed as the refund promised will not post until the next business cycle This would be next month 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 somewhat okay with me Dell would not give a satisfactory warranty on the new computer stating no warrantyThis is not right, dell should honor the day new replacement if this one goes bad in the days, nor would they state a year warranty that is stated when you buySince the first computer had hard drive crashes in months, I am hoping this one lasts Dell should be forced to explain to people buying from stores that the day replacement is only good from the time dell ships to the store, if you purchase the computer days after the shipment you have a slim chance for a new replacement since the days have expired, that is what happened in our case Dell should not be allowed to tell the consumer business days, then add another business days, then add another business days then never tell you what the status is then tell you that you have to wait again until they find the parts and build another, this is very poor business I am just glad this is over Regards, [redacted]
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionWe apologize for the confusion with the updatesThe customer has been provided a resolution with an exception being made outside the warranty to provide an onsite tech to come replace the partThe claims the customer is making in his rebuttal are unfounded and our offer will remain open for daysIf the customer would like to move forward with the resolution offered he may contact the representative by emailing [redacted] @dell.comAdvanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: This refund was owed to me about THREE months ago I made THIRTY TWO calls to dell to rectify this issue, and I was pushed off again and again In addition, even the NAMED representative on this communication told me outright that I'm NOT due for a refund, since the request for a refund period has expired! Only when I fetched OLD emails that was sent to me (two of them from him directly), indicating that I WAS already guaranteed that refund (obviously proving my previous requests), AND only AFTER putting another Dell Repon a three way call stating the same, ONLY them did the Dell Rep ( [redacted] ) agree to take care of this matter.As such, I feel betrayed! I've been a customer of Dell for over years, having ONLY bought Dell computers AFTER making phone calls (encompassing over hours+), shall I feel that this issue has been rectified? Shouldn't I at least receive an apology from Dell for the HOURS and AGREVEATION this entailed? Due I deserve at leased to receive a HEFTY amount in compensation for the HOURS invested for something totally due to Dell's fault? Could Dell at least compensate me in the form of a Coupon or other Monetary form, towards an upcoming computer purchase, to make good on a mess created BY THEM beyond the norm?I truly hope that understanding and customer service will prevail I'm expecting a response shortly in rectification to this matter and some form of compensation, as stated.Have a great day; [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mrs [redacted] Customer expressed dissatisfaction with Dell service and support and wants a new replacement or refundWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative explained the terms of the Limited Hardware Warranty and the Return PolicyFurthermore, our representative offered service and support, as per the terms of Dell’s Limited Hardware Warranty; however, customer elected not to accept our offer of assistanceTheir request for new replacement or refund was respectfully deniedWe remain ready to assist Ms [redacted] within the terms of the warranty and our other policiesShould she have any additional concerns regarding this case, she can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com, Thank you for 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
Thank you for the letter from [redacted] Our representative has attempted to contact the customer to discuss the contents
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
Thank you for providing a copy of the customer submission A Dell representative, [redacted] , has contacted the customer and is working with them to reach a reasonable resolution The representative can bereached directly by email at [redacted]