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 concerns and explained the terms and conditions of sale [redacted] Our representative informed Mr [redacted] that the order could not be placed at the price he requested due to a pricing errorFurthermore, as per Dell policy, we would be unable to process an order at the incorrect pricePlease note that Dell makes every effort to avoid errors on the Dell website as we fully understand the bad experience it can cause our customers and Dell Sometimes an error may occur and for this reason, throughout Dell’s website, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errorsWe regret any miscommunication which may have occurred and appreciate the feedbackOur representative may be contacted directly by e-mail at [redacted] @dell.com, should there be any further concerns 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 Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative explained the terms and conditions of Dell’s limited hardware warranty which dictates that software issues are not covered under the warrantyAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered technical assistance; however, Mr [redacted] stated that he will not be able to troubleshoot for another weekOur representative took ownership of the caseHis request for replacement unit or refund was respectfully deniedWe 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] [redacted] , our representative advised Mr [redacted] the recovery disc has been shipped and to reinstall the OS after it arrivesHe, also, advised Mr [redacted] to contact technical support and provide the order number for out of warranty support, if the problems persistWe regret any dissatisfaction Mr [redacted] may have experienced [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Dear Revdex.com, Our records indicate that Dell representative [redacted] did follow up with the customerThe representative has received the documentation needed from the customerThe representative at this time is working with our internal department to get a refurbished exchange system shippedThe representative will follow up once shipping information is availableThe customer may reach the representative by emailing at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Dell did confirm the orderBy providing nothing dell is proving that they do not care about their customers Regards, Aleem M [redacted]
Dell representative, ***, has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact the representative at [redacted] for any further assistance he may need regarding this matter
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. 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 concernsAs a gesture of goodwill and in the interest of customer satisfaction, a replacement unit or refund was offeredPlease note that Ms [redacted] elected not to accept our offer of assistance We 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 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
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 The customer purchased the computer from a third party with a Retail Mawarranty for Dell’s Depot Repair service Dell records indicate the customer escalated his issue to different Dell technicians and was consistently offered support per the terms of his warrantySince the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative offered to assist with processing a service dispatch to repair the computer however the customer requested that Dell pay for an on-site technician to perform repairs or replace his computer, which was denied We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty 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] Our records indicate the order has been deliveredWe regret any dissatisfaction which may have been experienced and appreciate the feedback provided Sincerely, Advanced Resolution Group Incident 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 records show after further investigation the reseller flag has been removeThe representative [redacted] is working internally and will update the customer once a final resolution is in placeSincerely, Advanced Resolution Group [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer repaired We regret any dissatisfaction she may have experienced and appreciate the feedback All of Dell’s technical representatives, regardless of location, utilize the same tools and processes to resolve customer issues As Dell is a global company, our representatives are located in different geographical locations and we do not have a policy in place under which the customer can be provided representative contact from a specific locationPer the terms and conditions of Dell’s Limited Hardware Warranty, to distinguish between software and hardware problems and determine whether and what part dispatches might be necessary, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering warranty serviceSince the date of the submission, a Dell representative contacted the customer to discuss her concerns A service dispatch was in process and the USB port issue was resolvedThe customer indicated she was having a problem with the card reader Our representative attempted to contact the customer multiple times by phone and e-mail however, to date, the customer has not responded to our representative’s follow up contact attempts Should she still need assistance, we ask that she 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, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative worked with our account verification team to resolve the matter Please note that a replacement monitor order# [redacted] has been delivered to Ms [redacted] on December 30th, under Fedex Tracking# [redacted] Our representative also followwith Ms [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:We sent back the computer that never worked, have not heard anything from the company, this marks almost months since the computer ceased to function and the time that they have taken it backI was able to ascertain that the problem was with the motherboard in the first minutes, it shouldn't take the company that longAs I have mentioned, we've sent the broken computer back, it has yet to be even discussed with either my mother or me Regards, [redacted] , [redacted] ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response We regret any miscommunication which may have occurred and appreciate the feedback As indicated in Dell’s Terms of Sale, Dell strives to communicate accurate pricing and product information but will not be held responsible for any pricing, typographical, or other errors in such communications Since the date of the original submission, a Dell representative contacted the customer to explain what happen and offer assistance in returning the monitor stand should the customer want a refund The customer requested two free monitors be sent which our representative denied Our representative, for customer satisfaction reasons, offered a ten percent (10%) refund should the customer elect to purchase the two monitors which the customer declined Dell will not be offering any additional concessions and no further attempt has been made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Despite what the company indicates in their response, this matter has not been addressedThe company continues to deny basic responsibility they have to deliver a working product, and have yet to offer up an acceptable solution, continuing to use deceptive and abusive tactics to try and bully me into accepting their resolution which I do notI continue to be willing to discuss a reasonable resolution but the company refuses to engage in any sort of conversation to come to a result Regards, [redacted]
Dear Revdex.com, Our records indicate that the Dell representative [redacted] has confirmed that the gift card was receivedWe also show the $credit was processed and posted under credit memo [redacted] We remain available to assist the customer if there are any further questions or concernsWe ask that the customer contact the representative by emailing [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [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 repaired or replaced 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 provide assistance Our representative processed a service dispatch which appears to have resolved the issues, per follow up with the customer The customer may contact our representative at [redacted] @DELL.com for any further assistance he may need regarding this matterSincerely,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 authorized a replacement unit for the customer’s Dell Venue Pro Tablet in order to resolve the technical problems the customer had been having with her tablet The customer has received the replacement unit and reports it is working well We certainly do apologize for any frustration the customer may have experienced in this repair transaction 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,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsThe representative worked with our account verification team to resolve the matterOur records show that the credits for order# [redacted] and [redacted] have been posted to the original form of paymentOur representative also followwith Ms [redacted] to 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, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concerns and explained the terms and conditions of sale [redacted] Our representative informed Mr [redacted] that the order could not be placed at the price he requested due to a pricing errorFurthermore, as per Dell policy, we would be unable to process an order at the incorrect pricePlease note that Dell makes every effort to avoid errors on the Dell website as we fully understand the bad experience it can cause our customers and Dell Sometimes an error may occur and for this reason, throughout Dell’s website, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errorsWe regret any miscommunication which may have occurred and appreciate the feedbackOur representative may be contacted directly by e-mail at [redacted] @dell.com, should there be any further concerns 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 Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative explained the terms and conditions of Dell’s limited hardware warranty which dictates that software issues are not covered under the warrantyAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered technical assistance; however, Mr [redacted] stated that he will not be able to troubleshoot for another weekOur representative took ownership of the caseHis request for replacement unit or refund was respectfully deniedWe 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] [redacted] , our representative advised Mr [redacted] the recovery disc has been shipped and to reinstall the OS after it arrivesHe, also, advised Mr [redacted] to contact technical support and provide the order number for out of warranty support, if the problems persistWe regret any dissatisfaction Mr [redacted] may have experienced [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Dear Revdex.com, Our records indicate that Dell representative [redacted] did follow up with the customerThe representative has received the documentation needed from the customerThe representative at this time is working with our internal department to get a refurbished exchange system shippedThe representative will follow up once shipping information is availableThe customer may reach the representative by emailing at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Dell did confirm the orderBy providing nothing dell is proving that they do not care about their customers Regards, Aleem M [redacted]
Dell representative, ***, has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact the representative at [redacted] for any further assistance he may need regarding this matter
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. 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 concernsAs a gesture of goodwill and in the interest of customer satisfaction, a replacement unit or refund was offeredPlease note that Ms [redacted] elected not to accept our offer of assistance We 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 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
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 The customer purchased the computer from a third party with a Retail Mawarranty for Dell’s Depot Repair service Dell records indicate the customer escalated his issue to different Dell technicians and was consistently offered support per the terms of his warrantySince the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative offered to assist with processing a service dispatch to repair the computer however the customer requested that Dell pay for an on-site technician to perform repairs or replace his computer, which was denied We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty 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] Our records indicate the order has been deliveredWe regret any dissatisfaction which may have been experienced and appreciate the feedback provided Sincerely, Advanced Resolution Group Incident 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 records show after further investigation the reseller flag has been removeThe representative [redacted] is working internally and will update the customer once a final resolution is in placeSincerely, Advanced Resolution Group [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer repaired We regret any dissatisfaction she may have experienced and appreciate the feedback All of Dell’s technical representatives, regardless of location, utilize the same tools and processes to resolve customer issues As Dell is a global company, our representatives are located in different geographical locations and we do not have a policy in place under which the customer can be provided representative contact from a specific locationPer the terms and conditions of Dell’s Limited Hardware Warranty, to distinguish between software and hardware problems and determine whether and what part dispatches might be necessary, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering warranty serviceSince the date of the submission, a Dell representative contacted the customer to discuss her concerns A service dispatch was in process and the USB port issue was resolvedThe customer indicated she was having a problem with the card reader Our representative attempted to contact the customer multiple times by phone and e-mail however, to date, the customer has not responded to our representative’s follow up contact attempts Should she still need assistance, we ask that she 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, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative worked with our account verification team to resolve the matter Please note that a replacement monitor order# [redacted] has been delivered to Ms [redacted] on December 30th, under Fedex Tracking# [redacted] Our representative also followwith Ms [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:We sent back the computer that never worked, have not heard anything from the company, this marks almost months since the computer ceased to function and the time that they have taken it backI was able to ascertain that the problem was with the motherboard in the first minutes, it shouldn't take the company that longAs I have mentioned, we've sent the broken computer back, it has yet to be even discussed with either my mother or me Regards, [redacted] , [redacted] ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response We regret any miscommunication which may have occurred and appreciate the feedback As indicated in Dell’s Terms of Sale, Dell strives to communicate accurate pricing and product information but will not be held responsible for any pricing, typographical, or other errors in such communications Since the date of the original submission, a Dell representative contacted the customer to explain what happen and offer assistance in returning the monitor stand should the customer want a refund The customer requested two free monitors be sent which our representative denied Our representative, for customer satisfaction reasons, offered a ten percent (10%) refund should the customer elect to purchase the two monitors which the customer declined Dell will not be offering any additional concessions and no further attempt has been made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Despite what the company indicates in their response, this matter has not been addressedThe company continues to deny basic responsibility they have to deliver a working product, and have yet to offer up an acceptable solution, continuing to use deceptive and abusive tactics to try and bully me into accepting their resolution which I do notI continue to be willing to discuss a reasonable resolution but the company refuses to engage in any sort of conversation to come to a result Regards, [redacted]
Dear Revdex.com, Our records indicate that the Dell representative [redacted] has confirmed that the gift card was receivedWe also show the $credit was processed and posted under credit memo [redacted] We remain available to assist the customer if there are any further questions or concernsWe ask that the customer contact the representative by emailing [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [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 repaired or replaced 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 provide assistance Our representative processed a service dispatch which appears to have resolved the issues, per follow up with the customer The customer may contact our representative at [redacted] @DELL.com for any further assistance he may need regarding this matterSincerely,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 authorized a replacement unit for the customer’s Dell Venue Pro Tablet in order to resolve the technical problems the customer had been having with her tablet The customer has received the replacement unit and reports it is working well We certainly do apologize for any frustration the customer may have experienced in this repair transaction 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,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsThe representative worked with our account verification team to resolve the matterOur records show that the credits for order# [redacted] and [redacted] have been posted to the original form of paymentOur representative also followwith Ms [redacted] to 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