Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with communication and processing expectations for a promotional gift card We regret any miscommunication which may have occurred and appreciate the feedback As indicated under the Terms and Conditions for promotional gift cards, Dell, at its sole discretion, reserves the right to reject (decline) requests for promotional incentives, including promotional gift cards and Dell Advantage rewards, to accounts suspected of reseller or promotional abuse activity Dell will not disclose internal methods by which a Dell gift card representative determines that a customer may be a reseller Since the date of the submission, a Dell representative contacted Mr [redacted] and denied his request for the promotional gift card Subsequently, our representative contacted Dell’s internal gift card team and verified that a promotional gift card cannot be processed for Mr*** Our representative provided her contact information and will remain available to assist should Mr [redacted] have any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because:As of 09/03/my bank account is not showing the additional reimbursement amount of $that was stated to be received on 08/24/by DELL.com.Please recheck the credit card number to verify the correct amount is being placed on the correct credit card! 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 meWe received a call from [redacted] at the Advanced Resolution Team He was helpful, apologetic, and quickly got us to a resolution that worked out (one that I requested in my last support call to them) He arranged for a refurbished laptop to be sent out with the same model number and slightly better specs We received the laptop promptly and we have been using and testing the laptop ever since, without any issues over the last daysRegards, [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 informed her of the terms and conditions of Gift CardsOur representative also verified that one of the gift cards had already been used that the other was still activePlease note that Ms [redacted] confirmed resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I am writing to you because the case I filed # [redacted] is closed by you, but the company I complained, Dell, changed its words as soon as it send the last message to youNow the case is closed, but the mentioned resolution is denied by DellI don’t know what to do nowIs it some kind of lie that you can dispose with? From the record in this case, you can see that Dell decided to make an exchange to meSo I returned the incorrect laptop to Dell as it requiredBut just after they received the incorrect laptop, I received a call from Dell, saying that Dell won’t send me the laptop I ordered, instead they decided just to close the order and refund me It is not the resolution Dell had promised me and had agreed in the record of the case, but totally opposite, right? Will you do anything, regarding this situation? Regards, [redacted] **
Complaint: [redacted] I am rejecting this response because:I paid for next business day service Service took over a week to come fix my computer I should be compensated for this loss of time Also, there are still some issues with the side bowing out since the top was installed incorrectly or with improper part Dell said (from ***) "That looks like it just wasn’t pressed into placeYou may be able to mash on it until it snaps inJust press right at the edgeNo hammers allowed, should be able to just use your handsI don’t know if the technician was in too much of a hurry or just not paying attentionIf it won’t pop into place let me knowThanks"I should not need to "mash" on my computer Mashing also didnt work I let him know and had no further response At this point I should receive a partial refund on the warranty I paid for since I did not receive service in the time allotted for the repair Regards, [redacted]
BBB Complaint ID: [redacted] Dear RevDex.com, I am writing on behalf of Dell Inc. in 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, ***... 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 confirmed with the customer he has received his refund. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: [redacted] . Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I am once again having the same problem with losing control over my arrow/pointerIt is non-responsive to the touchpadThe touchpad was replaced by a Dell person on June along with the motherboard (for the second time.) The arrow has been finicky and jumpy and now has stopped respondingI have a book deadlineI was in the middle of my 20th footnote for Chapter and once the pointer stops working, I'm never sure if my work is savedA computer that is as unreliable as this one is worthless to meAnn at Revdex.com - would you please re-instate my original complaint - # [redacted] Dell has not resolved this problemThe last attempt to fix it didn't work for even a monthDell - At this point, I want my money back or a new computer, not a reworked oneIt is too big a loss for me to mail this computer to your repair people and lose a week of timeI have already lost way too much time and effort over this lemon as you can see from the extent of my last six months of hours of phone calls, three separate home visit part replacements and e-mail complaintsAs I have mentioned to you before, it would be more cost efficient for you to just mail me a brand new computerI am willing to assume the consultant cost of transferring my data to the new computer which is more than I should have to doBut I am mostly interested in an efficient and reliable fixI look forward to your prompt reply[redacted] Regards, [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, *** 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 serviced Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because:My case was not resolved yetI have accepted for a system exchange( refurbished) as Dell was not interested in providing me with a new laptop as a system exchange and they are not fixing/repairing my laptop properlyDell offered a better configuration refurbished laptop but I was disappointed as the laptop I received was not fixed properly on the monitor fixtureI emailed Dell representative regarding the same and I was awaiting on his reply for last daysNote: Why is that I am getting an error message from Revdex.com server when I send my message with pic attachments.Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] The Dell rep has called me times on the same day that's it for phone calls.He did email me telling me he tried to reach me and would try again on Jan 26.he never called on that day.I have asked for a direct line to call him and copied the Revdex.com of Central, Coastal, Southwest Texas and the Permian Basin on that email'I also emailed Revdex.com of Central, Coastal, Southwest Texas and the Permian Basin to ask if they would request a different Dell rep to contact me I haven't heard from you ether Thanks [redacted]
Complaint: [redacted] I am rejecting this response becauseI haven't heard from the Dell representative to resolute the situation of offering the initial discount of $as it was promised 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 concerns and worked with our credit verification department to resolve this matterOur records show that the credits for order number [redacted] have been posted to the original form of paymentOur representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by 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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] has provided a configuration for the exchange system and is currently waiting on the customer’s approvalThe representative will maintain ownership of the account until issue is resolved and confirmation of exchange receivedThe customer may contact the representative by emailing [redacted] _ [redacted] @Dell.comSincerely, Advanced Resolution Group INC# [redacted] Dell Inc
Dear RevDex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the 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 had the customer’s phone number removed from the calling list at Dell Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc
Dear Revdex.com, Our records indicate that Dell representative [redacted] followed up with the customer and authorized a returnThe representative explained that the credit will process once the order is received in and the full amount will be less the credits she has already receivedThe representative will follow up with the customer once the credit has postedIf the customer has any further questions or concerns we ask that she contact the representative 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 Mr [redacted] Our representative recently contacted Mr [redacted] regarding his concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, a replacement unit is being processed; once delivered, our representative will follwith 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 Team Incident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Again, I am sick and tired of sending the laptop to the repair centerThis would be the third time I would have to do thisI haven't been happy with my purchase from the beginning and the company has done nothing to satisfy my complaintsI don't understand why it is so hard to just replace the computer with a new one or refund my moneyThat is all I'm asking 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 I like to thanks Revdex.com for helping expedite the caseI finally received a satisfactory replacement laptop after two exchanges and several phone calls and emails.The Dell CS assigned for this case was helpful at the beginning but stopped response to my emails and several phone messagesThat was not very professional Regards, [redacted] ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with communication and processing expectations for a promotional gift card We regret any miscommunication which may have occurred and appreciate the feedback As indicated under the Terms and Conditions for promotional gift cards, Dell, at its sole discretion, reserves the right to reject (decline) requests for promotional incentives, including promotional gift cards and Dell Advantage rewards, to accounts suspected of reseller or promotional abuse activity Dell will not disclose internal methods by which a Dell gift card representative determines that a customer may be a reseller Since the date of the submission, a Dell representative contacted Mr [redacted] and denied his request for the promotional gift card Subsequently, our representative contacted Dell’s internal gift card team and verified that a promotional gift card cannot be processed for Mr*** Our representative provided her contact information and will remain available to assist should Mr [redacted] have any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because:As of 09/03/my bank account is not showing the additional reimbursement amount of $that was stated to be received on 08/24/by DELL.com.Please recheck the credit card number to verify the correct amount is being placed on the correct credit card! 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 meWe received a call from [redacted] at the Advanced Resolution Team He was helpful, apologetic, and quickly got us to a resolution that worked out (one that I requested in my last support call to them) He arranged for a refurbished laptop to be sent out with the same model number and slightly better specs We received the laptop promptly and we have been using and testing the laptop ever since, without any issues over the last daysRegards, [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 informed her of the terms and conditions of Gift CardsOur representative also verified that one of the gift cards had already been used that the other was still activePlease note that Ms [redacted] confirmed resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I am writing to you because the case I filed # [redacted] is closed by you, but the company I complained, Dell, changed its words as soon as it send the last message to youNow the case is closed, but the mentioned resolution is denied by DellI don’t know what to do nowIs it some kind of lie that you can dispose with? From the record in this case, you can see that Dell decided to make an exchange to meSo I returned the incorrect laptop to Dell as it requiredBut just after they received the incorrect laptop, I received a call from Dell, saying that Dell won’t send me the laptop I ordered, instead they decided just to close the order and refund me It is not the resolution Dell had promised me and had agreed in the record of the case, but totally opposite, right? Will you do anything, regarding this situation? Regards, [redacted] **
Complaint: [redacted] I am rejecting this response because:I paid for next business day service Service took over a week to come fix my computer I should be compensated for this loss of time Also, there are still some issues with the side bowing out since the top was installed incorrectly or with improper part Dell said (from ***) "That looks like it just wasn’t pressed into placeYou may be able to mash on it until it snaps inJust press right at the edgeNo hammers allowed, should be able to just use your handsI don’t know if the technician was in too much of a hurry or just not paying attentionIf it won’t pop into place let me knowThanks"I should not need to "mash" on my computer Mashing also didnt work I let him know and had no further response At this point I should receive a partial refund on the warranty I paid for since I did not receive service in the time allotted for the repair Regards, [redacted]
BBB Complaint ID: [redacted] Dear RevDex.com, I am writing on behalf of Dell Inc. in 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, ***... 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 confirmed with the customer he has received his refund. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: [redacted] . Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I am once again having the same problem with losing control over my arrow/pointerIt is non-responsive to the touchpadThe touchpad was replaced by a Dell person on June along with the motherboard (for the second time.) The arrow has been finicky and jumpy and now has stopped respondingI have a book deadlineI was in the middle of my 20th footnote for Chapter and once the pointer stops working, I'm never sure if my work is savedA computer that is as unreliable as this one is worthless to meAnn at Revdex.com - would you please re-instate my original complaint - # [redacted] Dell has not resolved this problemThe last attempt to fix it didn't work for even a monthDell - At this point, I want my money back or a new computer, not a reworked oneIt is too big a loss for me to mail this computer to your repair people and lose a week of timeI have already lost way too much time and effort over this lemon as you can see from the extent of my last six months of hours of phone calls, three separate home visit part replacements and e-mail complaintsAs I have mentioned to you before, it would be more cost efficient for you to just mail me a brand new computerI am willing to assume the consultant cost of transferring my data to the new computer which is more than I should have to doBut I am mostly interested in an efficient and reliable fixI look forward to your prompt reply[redacted] Regards, [redacted]
A representative has contacted Mr [redacted] and provided technical assistance
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, *** 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 serviced Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because:My case was not resolved yetI have accepted for a system exchange( refurbished) as Dell was not interested in providing me with a new laptop as a system exchange and they are not fixing/repairing my laptop properlyDell offered a better configuration refurbished laptop but I was disappointed as the laptop I received was not fixed properly on the monitor fixtureI emailed Dell representative regarding the same and I was awaiting on his reply for last daysNote: Why is that I am getting an error message from Revdex.com server when I send my message with pic attachments.Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] The Dell rep has called me times on the same day that's it for phone calls.He did email me telling me he tried to reach me and would try again on Jan 26.he never called on that day.I have asked for a direct line to call him and copied the Revdex.com of Central, Coastal, Southwest Texas and the Permian Basin on that email'I also emailed Revdex.com of Central, Coastal, Southwest Texas and the Permian Basin to ask if they would request a different Dell rep to contact me I haven't heard from you ether Thanks [redacted]
Complaint: [redacted] I am rejecting this response becauseI haven't heard from the Dell representative to resolute the situation of offering the initial discount of $as it was promised 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 concerns and worked with our credit verification department to resolve this matterOur records show that the credits for order number [redacted] have been posted to the original form of paymentOur representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by 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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] has provided a configuration for the exchange system and is currently waiting on the customer’s approvalThe representative will maintain ownership of the account until issue is resolved and confirmation of exchange receivedThe customer may contact the representative by emailing [redacted] _ [redacted] @Dell.comSincerely, Advanced Resolution Group INC# [redacted] Dell Inc
Dear RevDex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the 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 had the customer’s phone number removed from the calling list at Dell Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc
Dear Revdex.com, Our records indicate that Dell representative [redacted] followed up with the customer and authorized a returnThe representative explained that the credit will process once the order is received in and the full amount will be less the credits she has already receivedThe representative will follow up with the customer once the credit has postedIf the customer has any further questions or concerns we ask that she contact the representative 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 Mr [redacted] Our representative recently contacted Mr [redacted] regarding his concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, a replacement unit is being processed; once delivered, our representative will follwith 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 Team Incident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Again, I am sick and tired of sending the laptop to the repair centerThis would be the third time I would have to do thisI haven't been happy with my purchase from the beginning and the company has done nothing to satisfy my complaintsI don't understand why it is so hard to just replace the computer with a new one or refund my moneyThat is all I'm asking 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 I like to thanks Revdex.com for helping expedite the caseI finally received a satisfactory replacement laptop after two exchanges and several phone calls and emails.The Dell CS assigned for this case was helpful at the beginning but stopped response to my emails and several phone messagesThat was not very professional Regards, [redacted] ***