Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell records do not reflect the customers’ claimsWe also show on her invoice she was only charged for a yrhardware warrantyDell has closed this complaintAdvanced Resolution Group Incident [redacted] Dell Inc
A Dell representative is continuing to work with Ms [redacted] to achieve an amicable resolution for her concernsOur representative may be contacted directly by e-mail at [redacted]
Complaint: [redacted] I am rejecting this response because: I was never told nor did I see anything on the warrantee's description, including the extended warrantee I purchased as a separate product, that say's if the computer's a LEMON shipped brand new from the factory with a defective hard drive we'll have our tech support staff in India band aid fix it remotely and if that doesn't work we'll send a technician out to your residence to repair it and if after separate house calls that will take weeks if the computer still isn't fixed- We'll send you a refurbished unit that may or may not have the same configuration and operating system and I can tell you from personal experience- I received a refurbished computer with less memory and an older version of WindowsDo the folks at Dell truly believe that I would purchase an extended warrantee if I thought I was going to get a used product if replacement is WARRANTEDI have tried to keep this complaint limited to the computer and warrantee, both of which are rip-offs- the computer because it was sold with an operating system that was defective and is widely known to be flawed and Dell had full knowledge of thisAlso, the Unisys tech that Dell sent to my house on different occasions said that the hard drive had a manufacturing flaw- so the computer was sold and shipped to me defectiveSo if Dell thinks that because I had sporadic use of the computer between "Band Aid Fixes" that somehow that makes it O.Kto send me a used one- well I disagreeThe only reason I accepted that " REFUBISHED " unit was that Dell told me that if I didn't my case would have to be escalated to World Wide Customer Support and that the entire process would have to start overNO WAYI've had my fill of calling a Customer Support operation in another country staffed by people who may speak the same language but have little compassion or patience in dealing with customers who depend on the products they sellThose issues become worse through the call escalation process and I actually had one tech hang up on me after telling me I was uncooperative because I didn't have another computer to download a patch to try a fix their computerHe just couldn't understand that I was working and in my car- even after I had instructed them not to call my cell phone they would continue if I didn't answer the home lineBut again I was trying to keep my complaint pertinent to the computer issues- now that the used computer is delivered, I feel more obliged to tell the whole storyMy entire experience with Dell aside from the brief period of time that the computer was New and performing as such, was a NIGHTMAREI still can't believe that a company such as Dell is allowed to get away with selling a computer with a manufacturing defect that continually makes the computer inoperable- sometimes for days at a time while Dell attempted repair- and while under warrantee it is discovered to have been manufactured with a defect that caused it break down over and over and over again and that yes, they will be sending you a new unit but it will be refurbished and may or may not be the same configurationThis is by far the worst I have ever been treated as a customerA customer by the way who paid full retail from Dells website for the computer and bought an extended warrantee from them to bootSo now I have a refurbished Dell computer that will never get used- I could never ever use a Dell product again working or not and I sure as heck wouldn't sell one to anyone Regards, [redacted] ***
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 or 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 Our representative, for customer satisfaction reasons, processed a system exchange which has been delivered to the customer We ask that the customer contact our representative at [redacted] _ [redacted] @Dell.com should there be any further questions regarding this matter.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 customerThank you for providing a copy of the submissionThe Dell representative [redacted] is attempting to follow up with the customerAfter further review and consideration the representative will authorize a return for full credit but does need the customer to follow upPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group [redacted] Dell Inc
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 had to contact my credit card company to initiate a dispute. The credit card company contacted Dell and resolved this issue. Regards, [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, [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] explained to the customer the price of the warranty was per year, not a onetime charge, but did offer a 10% rebate on the total order value. Should the customer wish to accept this offer she can contact our representative. 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.
Complaint: [redacted] I am rejecting this response because:Mr. [redacted] ***, Dell Inc., telephoned me on Oct.13, 2016. He also had a representative of the Dell Financial Group on the same phone call. She said it will take 2 to 3 weeks write a check, and receive it. [redacted] called Oct. 25, 2016, to see if I had anything yet. I have not. He is checking with Financial.. This complaint should remain active until I receive a check from Dell. Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell in 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 made numerous calls and has sent email as well, with no response from the customer Since there is a specific time period in which Dell is allotted to officially respond to the Revdex.com, Dell has no other option than to close our case due to lack of response by the customer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should change their mind and indicate they welcome assistance in this matter Dell will be happy to re-open the case and address the matter with our customer at that time Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell service and support and wants a 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 assistanceIn the interest of customer satisfaction, product return is being processedFurthermore, as a gesture of goodwill, our representative offered a coupon; however, the customer declined the offerPlease note, Dell does not provide compensation for down time, time spent resolving an issue, lost business or applications, as the warranty covers hardware components, which fail during use and does not include any provisions for compensation, apart from replacing hardware components covered under the terms of Dell’s Limited Hardware Warranty (www.Dell.com/Warranty) Once the return has been completed, our representative will follwith the customerShould the customer have any additional concerns regarding this case, they can reach out to our representative at [redacted] _ [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants a 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 worked with the credit verification department to resolve this matterOur records indicate, the credit for order number [redacted] has been posted to the original form of paymentOur representative also followwith the customer to confirm resolutionShould Mr [redacted] have any additional concerns regarding this case, he 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
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]
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]
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] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has confirmed the customer has been credited for the price difference in the amount of $which went back to the customer’s original form of payment, his American Express Card Regarding the customer’s request for Dell to provide him with compensation in the form of some type of free hardware, such as 8GB or memory or a Solid State Hard Drive; this has been respectfully denied [redacted] has informed the customer if he believes there is a hardware problem with his system, she will be happy to send the system to the Dell Depot for a thorough examination and possible repair per the Terms and Conditions of the Hardware Warranty, however, at this time, the customer has declined the offer We invite the customer to contact [redacted] direct if they should need further assistance in the matter; Dell will be happy to reopen the case and have [redacted] assist the customer at that time Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
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 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:The company is processing the refundI am rejecting here because I haven't received my refund yetThe representative told me the amount has been credited back to my account, but I don't see it in my credit card yet which I used to make the original paymentI will keep checking.I'll probably accept the response when I properly get my credit backJust to make sure and make it
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently spoke to Ms [redacted] on behalf of Ms [redacted] regarding her concernsOur representative explained the terms of the limited hardware warranty, and return policy [redacted] As a gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement order number [redacted] , which was delivered to Ms [redacted] on November 17, under FedEx tracking number [redacted] Our representative also followto confirm resolutionWe 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 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customers Windows Product Key is injected onto the motherboardWe have included the link for additional information on locating: [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
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell records do not reflect the customers’ claimsWe also show on her invoice she was only charged for a yrhardware warrantyDell has closed this complaintAdvanced Resolution Group Incident [redacted] Dell Inc
A Dell representative is continuing to work with Ms [redacted] to achieve an amicable resolution for her concernsOur representative may be contacted directly by e-mail at [redacted]
Complaint: [redacted] I am rejecting this response because: I was never told nor did I see anything on the warrantee's description, including the extended warrantee I purchased as a separate product, that say's if the computer's a LEMON shipped brand new from the factory with a defective hard drive we'll have our tech support staff in India band aid fix it remotely and if that doesn't work we'll send a technician out to your residence to repair it and if after separate house calls that will take weeks if the computer still isn't fixed- We'll send you a refurbished unit that may or may not have the same configuration and operating system and I can tell you from personal experience- I received a refurbished computer with less memory and an older version of WindowsDo the folks at Dell truly believe that I would purchase an extended warrantee if I thought I was going to get a used product if replacement is WARRANTEDI have tried to keep this complaint limited to the computer and warrantee, both of which are rip-offs- the computer because it was sold with an operating system that was defective and is widely known to be flawed and Dell had full knowledge of thisAlso, the Unisys tech that Dell sent to my house on different occasions said that the hard drive had a manufacturing flaw- so the computer was sold and shipped to me defectiveSo if Dell thinks that because I had sporadic use of the computer between "Band Aid Fixes" that somehow that makes it O.Kto send me a used one- well I disagreeThe only reason I accepted that " REFUBISHED " unit was that Dell told me that if I didn't my case would have to be escalated to World Wide Customer Support and that the entire process would have to start overNO WAYI've had my fill of calling a Customer Support operation in another country staffed by people who may speak the same language but have little compassion or patience in dealing with customers who depend on the products they sellThose issues become worse through the call escalation process and I actually had one tech hang up on me after telling me I was uncooperative because I didn't have another computer to download a patch to try a fix their computerHe just couldn't understand that I was working and in my car- even after I had instructed them not to call my cell phone they would continue if I didn't answer the home lineBut again I was trying to keep my complaint pertinent to the computer issues- now that the used computer is delivered, I feel more obliged to tell the whole storyMy entire experience with Dell aside from the brief period of time that the computer was New and performing as such, was a NIGHTMAREI still can't believe that a company such as Dell is allowed to get away with selling a computer with a manufacturing defect that continually makes the computer inoperable- sometimes for days at a time while Dell attempted repair- and while under warrantee it is discovered to have been manufactured with a defect that caused it break down over and over and over again and that yes, they will be sending you a new unit but it will be refurbished and may or may not be the same configurationThis is by far the worst I have ever been treated as a customerA customer by the way who paid full retail from Dells website for the computer and bought an extended warrantee from them to bootSo now I have a refurbished Dell computer that will never get used- I could never ever use a Dell product again working or not and I sure as heck wouldn't sell one to anyone Regards, [redacted] ***
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 or 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 Our representative, for customer satisfaction reasons, processed a system exchange which has been delivered to the customer We ask that the customer contact our representative at [redacted] _ [redacted] @Dell.com should there be any further questions regarding this matter.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 customerThank you for providing a copy of the submissionThe Dell representative [redacted] is attempting to follow up with the customerAfter further review and consideration the representative will authorize a return for full credit but does need the customer to follow upPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group [redacted] Dell Inc
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 had to contact my credit card company to initiate a dispute. The credit card company contacted Dell and resolved this issue. Regards, [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, [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] explained to the customer the price of the warranty was per year, not a onetime charge, but did offer a 10% rebate on the total order value. Should the customer wish to accept this offer she can contact our representative. 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.
Complaint: [redacted] I am rejecting this response because:Mr. [redacted] ***, Dell Inc., telephoned me on Oct.13, 2016. He also had a representative of the Dell Financial Group on the same phone call. She said it will take 2 to 3 weeks write a check, and receive it. [redacted] called Oct. 25, 2016, to see if I had anything yet. I have not. He is checking with Financial.. This complaint should remain active until I receive a check from Dell. Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell in 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 made numerous calls and has sent email as well, with no response from the customer Since there is a specific time period in which Dell is allotted to officially respond to the Revdex.com, Dell has no other option than to close our case due to lack of response by the customer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should change their mind and indicate they welcome assistance in this matter Dell will be happy to re-open the case and address the matter with our customer at that time Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell service and support and wants a 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 assistanceIn the interest of customer satisfaction, product return is being processedFurthermore, as a gesture of goodwill, our representative offered a coupon; however, the customer declined the offerPlease note, Dell does not provide compensation for down time, time spent resolving an issue, lost business or applications, as the warranty covers hardware components, which fail during use and does not include any provisions for compensation, apart from replacing hardware components covered under the terms of Dell’s Limited Hardware Warranty (www.Dell.com/Warranty) Once the return has been completed, our representative will follwith the customerShould the customer have any additional concerns regarding this case, they can reach out to our representative at [redacted] _ [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants a 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 worked with the credit verification department to resolve this matterOur records indicate, the credit for order number [redacted] has been posted to the original form of paymentOur representative also followwith the customer to confirm resolutionShould Mr [redacted] have any additional concerns regarding this case, he 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
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]
Complaint: [redacted] I am rejecting this response because: I haven't received the gift card yet Regards, [redacted] **
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]
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] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has confirmed the customer has been credited for the price difference in the amount of $which went back to the customer’s original form of payment, his American Express Card Regarding the customer’s request for Dell to provide him with compensation in the form of some type of free hardware, such as 8GB or memory or a Solid State Hard Drive; this has been respectfully denied [redacted] has informed the customer if he believes there is a hardware problem with his system, she will be happy to send the system to the Dell Depot for a thorough examination and possible repair per the Terms and Conditions of the Hardware Warranty, however, at this time, the customer has declined the offer We invite the customer to contact [redacted] direct if they should need further assistance in the matter; Dell will be happy to reopen the case and have [redacted] assist the customer at that time Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
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 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:The company is processing the refundI am rejecting here because I haven't received my refund yetThe representative told me the amount has been credited back to my account, but I don't see it in my credit card yet which I used to make the original paymentI will keep checking.I'll probably accept the response when I properly get my credit backJust to make sure and make it
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently spoke to Ms [redacted] on behalf of Ms [redacted] regarding her concernsOur representative explained the terms of the limited hardware warranty, and return policy [redacted] As a gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement order number [redacted] , which was delivered to Ms [redacted] on November 17, under FedEx tracking number [redacted] Our representative also followto confirm resolutionWe 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 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customers Windows Product Key is injected onto the motherboardWe have included the link for additional information on locating: [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