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 Incin response to the complaint filed with your office by the customer, [redacted] ***Thank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative, [redacted] has reached out to the customer in order to work towards a resolutionAt this time troubleshooting has been performed and an onsite repair has been issued, however the customer has not responded to the onsite requests for scheduling nor the agents attempts at contactDell regrets any inconvenience caused and we ask the customer to contact the representative should they still require assistance The representative can be reached directly by email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] Dell has never offered to even look at my computerHow do they know it is “accidental damage” Instead they insist that it is not covered However, like I pointed out to [redacted] I believe there is something within inside the computer that made the screen crack Could the hinges be faulty thus causing screen to not close properly? There are other possibilities, but Dell refused to explore these options Instead, they insulted me and called me a liar and said that since I never reported an overheating issue there was nothing I could do My initial complaint was pure speculation, Dell is supposed to stand behind their product It should not be that difficult to simply offer to resolve the problem The only solution Dell offers is for me to pay for an out of warranty repair in which they NEVER told me a price So, why would I agree if they never told me a price? Mr [redacted] called me liars on the phone after I pointed out other people have had the same problem as I have had with the same computer [redacted] then stated that it was not “relevant” to my computer Even though the discussion board has other customers’ point, he insulted me stating that Dell never said they will fix their computer or mine What is the point of the message board then? It is to err out problems to Dell Dell is refusing to accept responsibility to for a computer that had had problems in the past For [redacted] to dismiss the problem as “old post” is ridiculous It is an issue within the time period in which my computer was manufactured? Here is the link: [redacted] This is an old post that you have shared as it dates back to 17th May and the last post was on 3rd Feb [redacted] insulted me and said that if I had bought the product directly from Dell I would have been offered another warranty at purchase So, why sell Dell computers at [redacted] ? Dell still gets the profit from my sale but I get insulted because I bought the computer from a store The point being I was never offered any kind of warranty from Dell directly This was my first purchase from Dell, how am I supposed to do know? I stand behind my statements Dell has the opportunity to make this situation right A computer that is less than months old should not just have a screen crack when it has never been droppedIF were customer induced damage where are the dents on my computer or other damage to the outside There is no DAMAGE I would like for Dell to provide me with all the known problems of this computer in writing They refuse to acknowledge that there HAS been an issue with this computer As stated before, if Dell refuses to make this right I will make sure nobody I know buys a Dell ever againThe company of over employees will be made aware of the problem too so all of us are aware how Dell treats their customers’ It is easy to dismiss a customer’s problem as their own problem? What proof does Dell have that this is solely my problem? How do they know their machine was not fault? For the reasons listed I reject Dell’s response
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative has been in contact with the customer and, per the out of warranty status of the system, respectfully denied the customer’s request for a replacement system Additional information was provided concerning out of warranty repair, however; Mr [redacted] has not responded to subsequent contact attemptsWe regret any dissatisfaction he may have experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Today’s Date: 12/01/2016Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceThe customer states concerns with placing an orderAt this time the agent has been unable to reach the customer nor has the customer responded to the agents correspondenceDell regrets any inconvenience caused and we ask the customer to contact the representative at [redacted] @Dell.com should they still require assistance.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe customer was offered a refund which he declineIf the customer wishes to return the hard drive he needs to request the authorization within the first daysThe hard drive he has returned credit has posted to his credit card on 8/25/The representative has respectfully denied the customer request for compensation as it was clearly explained to the customer this hard drive in no way caused the system failure that he is claimingPlease have the customer contact the representative by email at [redacted] @Dell.com Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I fully complied with all of Dell stipulations for repair of this computer ( [redacted] ) with regards to its hardware replacementThe was a full inquiry into the wrong computer being repaired (April -May 2016) They requested photo copies of the computer tag number, which I provided (copies attached)Dell Mentor, [redacted] ID [redacted] conducted a phone inquiry resolving the issueI have attached emails outlining the procedures Dell had me use to ship the computer to its Dell Repair Depot Houston (may – June (pertinent emails attached) My computer has been to the facility twice, not one as implied by Dell The second request for repair was a result of the first repair, Dell initially identified any number of hardware components, as needing replacement (which is part of warranty repair) but, subsequently stated its was first, an unknown substance, later water damage I requested photos of the “water damage” none have been provided Problems that I identified (misaligned keyboard, nonfunctional function key features, power surges on all USB ports, sticking keys on the keyboard and intermittent automatic restarts) were not occurring until after the first Depot repair replacement of a “heat sink” (June 2016) There are additional emails, I was only allowed to attach four items If you require additional correspondence between Dell and l, I have them availableRegards, [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. Dell has admitted that at no time did I owe any money for a computer that was purchased and returned defective. Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:The credit memo was issued as a concession because they could not apply the price guarantee because I was to receive a 500$ gift card and the promotions were different. After speaking with several employees I was notified that finance rejected sending me the gift card. In addition, they can not find in there records the promotion on which they disqualified me for the price guarantee protection. Please have the appropriate department review the entirety of my order and when I placed and when they ended the promotion. Regards, [redacted]
A Dell representative is working with Mr [redacted] to achieve a resolution for his concernsOur representative may be contacted via e-mail at [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 confirmed with the customer he has now received his order 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
Revdex.com: I have reviewed the response and have lowered my expectations of Dell I will also terminate any further purchases since they embrace incompetence which the response reinforces Enjoy the money you stole from me, there will be no more! Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Once again Dell replies with a standard denial that does not even address my complaintRead my complaintIt has nothing to do with asking for a promotional price on a product after Black Friday or any other dayIn fact, I bought the computer on Cyber MondayDuring the promotionDell's website advertised a $discount if I used Dell financingI didI did not receive the discountIt is that simple 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 his Dell order We regret any dissatisfaction he may have experienced and appreciate the feedback provided When a customer places an order with a credit card, the funds are preauthorized and held until the order ships at which time the order is invoiced and the credit card is actually charged If the order is cancelled, the preauthorization hold should be dropped automatically within seven business days Since the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns Our representative verified that the orders never processed and sent this information to the customer’s bank to request that the funds be released from the preauthorization hold Mr [redacted] may contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: I do not want to work or discuss anything with the person they have assignedHe was the person that called me back said he was the Corporate Person I would have to talk withHis English is hard to understand, and he also inferred I was lying about someone calling meI have the proof that I received a call, an I feel it is fair that they honor or make some reasonable offer not a 10% refund card, that I will have to use with their company only Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently spoke to Mr [redacted] regarding his concernsAs a gesture of goodwill and in the interest of customer satisfaction, our representative processed a product returnOur records show that the credit has been posted to the original form of paymentOur representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via 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
Complaint: [redacted] I am rejecting this response because: The original sales person stated that the coupon was given for opening a Dell credit account, which I agreed to do If the fine print says differently, then I was lied to by the original sales person In addition, I was told by Ms [redacted] that I could use the original coupon AND that I would receive an additional $ I used the original coupon successfully, while on the phone with Ms [redacted] , only to have it canceled Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] The internet still stops working and I have to reboot the computerI told Dell it was better but not rightI was told not to download anything so I don't know how the computer will act then the bottom line is this computer is not fix just patch
Today’s Date: 01/20/2017Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, Ms [redacted] , to address the contents of their correspondenceThe customer states the shipping date continuously changed and she needs the unit by a definitive dateAt this time the agent was informed by the customer she canceled the order and will not order from Dell againThe agent took the customers feedback and apologized for the delaysDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com should they have any other questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear RevDex.com, Thank you for the opportunity to address the correspondence submitted by Dr. [redacted] **. Customer expressed dissatisfaction with Dell service and support and wants a replacement product. We regret any dissatisfaction they may have... experienced and appreciate the feedback. Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. As per the terms of the Limited Hardware Warranty, the unit was serviced at the Depot and delivered to the customer on March 31, 2017 under FedEx tracking number [redacted] . Our representative also followed-up to verify that the replacement unit was received and functioning properly. Should the customer have any additional concerns regarding this case, 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. Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
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 Incin response to the complaint filed with your office by the customer, [redacted] ***Thank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative, [redacted] has reached out to the customer in order to work towards a resolutionAt this time troubleshooting has been performed and an onsite repair has been issued, however the customer has not responded to the onsite requests for scheduling nor the agents attempts at contactDell regrets any inconvenience caused and we ask the customer to contact the representative should they still require assistance The representative can be reached directly by email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] Dell has never offered to even look at my computerHow do they know it is “accidental damage” Instead they insist that it is not covered However, like I pointed out to [redacted] I believe there is something within inside the computer that made the screen crack Could the hinges be faulty thus causing screen to not close properly? There are other possibilities, but Dell refused to explore these options Instead, they insulted me and called me a liar and said that since I never reported an overheating issue there was nothing I could do My initial complaint was pure speculation, Dell is supposed to stand behind their product It should not be that difficult to simply offer to resolve the problem The only solution Dell offers is for me to pay for an out of warranty repair in which they NEVER told me a price So, why would I agree if they never told me a price? Mr [redacted] called me liars on the phone after I pointed out other people have had the same problem as I have had with the same computer [redacted] then stated that it was not “relevant” to my computer Even though the discussion board has other customers’ point, he insulted me stating that Dell never said they will fix their computer or mine What is the point of the message board then? It is to err out problems to Dell Dell is refusing to accept responsibility to for a computer that had had problems in the past For [redacted] to dismiss the problem as “old post” is ridiculous It is an issue within the time period in which my computer was manufactured? Here is the link: [redacted] This is an old post that you have shared as it dates back to 17th May and the last post was on 3rd Feb [redacted] insulted me and said that if I had bought the product directly from Dell I would have been offered another warranty at purchase So, why sell Dell computers at [redacted] ? Dell still gets the profit from my sale but I get insulted because I bought the computer from a store The point being I was never offered any kind of warranty from Dell directly This was my first purchase from Dell, how am I supposed to do know? I stand behind my statements Dell has the opportunity to make this situation right A computer that is less than months old should not just have a screen crack when it has never been droppedIF were customer induced damage where are the dents on my computer or other damage to the outside There is no DAMAGE I would like for Dell to provide me with all the known problems of this computer in writing They refuse to acknowledge that there HAS been an issue with this computer As stated before, if Dell refuses to make this right I will make sure nobody I know buys a Dell ever againThe company of over employees will be made aware of the problem too so all of us are aware how Dell treats their customers’ It is easy to dismiss a customer’s problem as their own problem? What proof does Dell have that this is solely my problem? How do they know their machine was not fault? For the reasons listed I reject Dell’s response
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative has been in contact with the customer and, per the out of warranty status of the system, respectfully denied the customer’s request for a replacement system Additional information was provided concerning out of warranty repair, however; Mr [redacted] has not responded to subsequent contact attemptsWe regret any dissatisfaction he may have experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Today’s Date: 12/01/2016Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceThe customer states concerns with placing an orderAt this time the agent has been unable to reach the customer nor has the customer responded to the agents correspondenceDell regrets any inconvenience caused and we ask the customer to contact the representative at [redacted] @Dell.com should they still require assistance.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe customer was offered a refund which he declineIf the customer wishes to return the hard drive he needs to request the authorization within the first daysThe hard drive he has returned credit has posted to his credit card on 8/25/The representative has respectfully denied the customer request for compensation as it was clearly explained to the customer this hard drive in no way caused the system failure that he is claimingPlease have the customer contact the representative by email at [redacted] @Dell.com Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I fully complied with all of Dell stipulations for repair of this computer ( [redacted] ) with regards to its hardware replacementThe was a full inquiry into the wrong computer being repaired (April -May 2016) They requested photo copies of the computer tag number, which I provided (copies attached)Dell Mentor, [redacted] ID [redacted] conducted a phone inquiry resolving the issueI have attached emails outlining the procedures Dell had me use to ship the computer to its Dell Repair Depot Houston (may – June (pertinent emails attached) My computer has been to the facility twice, not one as implied by Dell The second request for repair was a result of the first repair, Dell initially identified any number of hardware components, as needing replacement (which is part of warranty repair) but, subsequently stated its was first, an unknown substance, later water damage I requested photos of the “water damage” none have been provided Problems that I identified (misaligned keyboard, nonfunctional function key features, power surges on all USB ports, sticking keys on the keyboard and intermittent automatic restarts) were not occurring until after the first Depot repair replacement of a “heat sink” (June 2016) There are additional emails, I was only allowed to attach four items If you require additional correspondence between Dell and l, I have them availableRegards, [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. Dell has admitted that at no time did I owe any money for a computer that was purchased and returned defective. Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:The credit memo was issued as a concession because they could not apply the price guarantee because I was to receive a 500$ gift card and the promotions were different. After speaking with several employees I was notified that finance rejected sending me the gift card. In addition, they can not find in there records the promotion on which they disqualified me for the price guarantee protection. Please have the appropriate department review the entirety of my order and when I placed and when they ended the promotion. Regards, [redacted]
A Dell representative is working with Mr [redacted] to achieve a resolution for his concernsOur representative may be contacted via e-mail at [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 confirmed with the customer he has now received his order 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
Revdex.com: I have reviewed the response and have lowered my expectations of Dell I will also terminate any further purchases since they embrace incompetence which the response reinforces Enjoy the money you stole from me, there will be no more! Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Once again Dell replies with a standard denial that does not even address my complaintRead my complaintIt has nothing to do with asking for a promotional price on a product after Black Friday or any other dayIn fact, I bought the computer on Cyber MondayDuring the promotionDell's website advertised a $discount if I used Dell financingI didI did not receive the discountIt is that simple 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 his Dell order We regret any dissatisfaction he may have experienced and appreciate the feedback provided When a customer places an order with a credit card, the funds are preauthorized and held until the order ships at which time the order is invoiced and the credit card is actually charged If the order is cancelled, the preauthorization hold should be dropped automatically within seven business days Since the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns Our representative verified that the orders never processed and sent this information to the customer’s bank to request that the funds be released from the preauthorization hold Mr [redacted] may contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: I do not want to work or discuss anything with the person they have assignedHe was the person that called me back said he was the Corporate Person I would have to talk withHis English is hard to understand, and he also inferred I was lying about someone calling meI have the proof that I received a call, an I feel it is fair that they honor or make some reasonable offer not a 10% refund card, that I will have to use with their company only Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently spoke to Mr [redacted] regarding his concernsAs a gesture of goodwill and in the interest of customer satisfaction, our representative processed a product returnOur records show that the credit has been posted to the original form of paymentOur representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via 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
Complaint: [redacted] I am rejecting this response because: The original sales person stated that the coupon was given for opening a Dell credit account, which I agreed to do If the fine print says differently, then I was lied to by the original sales person In addition, I was told by Ms [redacted] that I could use the original coupon AND that I would receive an additional $ I used the original coupon successfully, while on the phone with Ms [redacted] , only to have it canceled Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] The internet still stops working and I have to reboot the computerI told Dell it was better but not rightI was told not to download anything so I don't know how the computer will act then the bottom line is this computer is not fix just patch
Today’s Date: 01/20/2017Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, Ms [redacted] , to address the contents of their correspondenceThe customer states the shipping date continuously changed and she needs the unit by a definitive dateAt this time the agent was informed by the customer she canceled the order and will not order from Dell againThe agent took the customers feedback and apologized for the delaysDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com should they have any other questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear RevDex.com, Thank you for the opportunity to address the correspondence submitted by Dr. [redacted] **. Customer expressed dissatisfaction with Dell service and support and wants a replacement product. We regret any dissatisfaction they may have... experienced and appreciate the feedback. Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. As per the terms of the Limited Hardware Warranty, the unit was serviced at the Depot and delivered to the customer on March 31, 2017 under FedEx tracking number [redacted] . Our representative also followed-up to verify that the replacement unit was received and functioning properly. Should the customer have any additional concerns regarding this case, 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. Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell