Thank you for providing a copy of the customer’s correspondenceA Dell representative has contacted [redacted] to achieve a resolution for her concernsOur representative may be contacted via e-mail at [redacted]
Complaint: [redacted] I am rejecting this response because: The Dell response was incorrect according to [redacted] @Dell.comDell still refuses to respond or provide part# for Mainboard and Processor Regards, [redacted]
Today’s Date: 12/27/2016Dear 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, Mrs [redacted] ***, to address the contents of their correspondenceThe customer states an order placed was dated to ship by Dec21st however the day before the customers order was canceled without notification that the order was out of stockAt this time the agent took the customers feedback and passed it along through the appropriate channelsDell 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 about the 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] Our representative has attempted to contact him, however; he has not responded to multiple attemptsDell remains available to provide support according to the term and conditions of the Dell Limited Warranty and is available 24/7, via phone, at ###-###-#### or, online, at www.Dell.com/Support Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because: Mr [redacted] is very intelligent and actually a very good negotiator he offered me a refurbished laptop with the warranty that's leftover on my current laptopSo basically I have a warrant of months on a refurbished laptopI had enough bad experience from December to june with a laptop that doesn't work or doesn't meet the postedcompany normsAnd now instead of giving me a new laptop with year warranty atleast he has offered me a refurbished laptop with months warrantyWhen ireplied warranty wasn't enough mr [redacted] said that I can always purchase extrawarrantyIf it was my mistake I don't really care on spending my money on itThis laptop is a gift from my brotherI can spend thousands of dollars on this issue to make this rightAll I need is a new laptop which works right or a better one with awarrant period as of for a new laptop Regards, [redacted]
Dear RevDex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell order We regret any miscommunication which may have occurred and appreciate the feedback When an order is placed on-line, it is then sent to Dell’s manufacturing facility at which time, an address change cannot be processed Once the carrier attempts delivery, it can be rerouted to an alternate address Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative was able to reroute the shipment to the customer and, for customer satisfaction reasons, processed a concession for the customer’s inconvenience We ask that the customer contact our representative at [redacted] should there be any further questions regarding this matterSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative [redacted] contacted due to the feedback as a goodwill gesture a return was authorizedThe representative followed up that the credit has posted and will reflect on the next billing statementPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [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 confirmed the customer’s computer has been repaired and returned 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
Dear RevDex.com, Our records indicate that Mr. [redacted] ’s continued contact has been sent to our security team. Dell representative [redacted] has attempted several times to contact the customer to investigate this further. Dell representative [redacted] works with Dell security in these matters of fraud. Dell does apologize for the frustration and uneasiness this may have caused and assure you we take these reports very seriously. We kindly request additional information about the incident he has reported. · Did the fraudulent caller provide any information like names, phone numbers, websites, emails, ext? · We understand that you do not have a Dell unit. Please note that these fraudsters will pose as any number of companies in this industry. In many cases they will also pose as federal authorities such as the IRS. We have found that various tech support scams start with malware that was downloaded unsuspectingly by their victims. It’s not unlike the way a person may have their credit card information compromised. I would also like to add that Dell, other tech companies, and the authorities are always working closely together to help stop these individuals and their activities. One such crackdown was recently announced and you can read about it here: [redacted] . The customer has not replied to any calls or emails. The representative can be reached by emailing [redacted] _ [redacted] @Dell.com. Sincerely Advanced Resolution Group Incident [redacted] Dell Inc.
Dear RevDex.com, I am writing on behalf of Dell Inc. in response to the rebuttal filed with your office by the customer. The representative has again attempted to reach the customer by phone and email with no response. The orders the customer mentions in the complaint all show they have been cancelled with no charge to the credit card. Again we do remain available to assist the customer but he will need to respond to the representative. In regards to the delays it is unfortunate but at times a ship date does have to be delayed due to availability. We ask that he contact the representative at [redacted] @Dell.com for any further assistance regarding this matter. Advanced Resolution Group Incident [redacted] Dell Inc.
Complaint: [redacted] I am rejecting this response because: I don't have a problem of HD, and Dell is avoiding fix my windows problems replacing the Hard Drive, but this will force I lost all my data if I use the new Hard Drive, so if they decide to keep this decision, should be at least let me keep the old hard drive to try to recovery the data. Regards, [redacted] ***
Dell representative, ***, is continuing to work with the Ms. [redacted] to achieve an amicable resolution for her concerns. As per the terms of the Warranty www.Dell.com/Warranty, Depot service has been issued. Should Ms. [redacted] have any additional concerns regarding this case, she can reach out to our representative directly by e-mail at [redacted] @Dell.com.
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 concern. The representative worked with our account verification team to resolve this matter. Our records show... that a credit for order# [redacted] has been posted to the original form of payment, which should reflect on his next billing statement. The representative also followed-up with Mr. [redacted] to confirm resolution. We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience. Our 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 Inc. in response to the complaint filed with your office by the customer. Thank you for providing a copy of the submission. We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this... experience. The representative [redacted] contacted the customer and authorized a depot service. The representative has confirmed with the customer system has been repaired and is working as designed. Please have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concerns. Sincerely Advanced Resolution Group Incident [redacted] Dell Inc.
Dear RevDex.com, Our records indicate that Dell representative [redacted] has attempted numerous times to reach the customer by email and phone. We remain available to assist the customer but we have not received a response. Please have the customer contact the representative by email at [redacted] with any additional concerns regarding this matter. Sincerely Advanced Resolution Group Incident [redacted] Dell Inc.
Complaint: [redacted] I am rejecting this response because: I have emailed [redacted] to contact me at a certain time and she has failed to do so. I am awaiting for her response and has failed to contact me at 7:00pm Monday-Sundays. As of January 12, 2016, [redacted] did not contact me at all at the time and phone number listed and specified. Regards, [redacted] ***
Today’s Date: 04/25/Dear 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 correspondenceWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Dell continues to treat me badlyHere is the latest string of incidents:On the 28th of January, Dell sent the Revdex.com the following statement, "A Dell representative, [redacted] has recently contacted the customer regarding their concerns." This was before [redacted] ever attempted to contact me [redacted] repeatedly emailed me asking for specific hours of availabilityHe never once called during those hoursOne time he didn't even bother to call period, just sent a form email to me a few days latter asking for another window of availabilityI have all the emails archived.I have no choice but to escalate this claimPlease help me escalate Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: This is the same TOKEN response (about Dell’s day return period and warranty) that they gave last time on 5/26/ They have failed to address any of my points, and it is obvious they put very little time in their response; I guess I shouldn’t be surprised given the poor level of customer service thus far This case is a lot more than a computer breaking down and having a part replaced under the terms of their day return period and their warranty This computer has broken down and needed to be repaired MULTIPLE times After less than DAYS this computer has NUMEROUS REFURBISHED parts inside of what is supposed to be a new computer One of the parts had to be replaced twice because their so called new refurbished part failed after days This case is also about Dell’s NEGLIGENCE in erasing my daughter’s data some of which was for school How about all my TIME dealing with the whole situation with repair technicians coming to the house, moving the computer to the first floor so the technicians could attempt repairs, packaging and driving the computer to ***, when Dell Technicians couldn’t repair it at my home, picking up the computer again, all the phone calls being bounced around with their atrocious customer service, multiple emails, and on and on Given Dell’s level of enthusiasm in this Revdex.com complaint, I will now escalate this again and begin the process of seeking legal remedy Regards, [redacted] [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr [redacted] expressed dissatisfaction with Dell service and support and wants his computer repaired and returned to himWe regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission a Dell representative contacted Mr [redacted] and assured him the battery should not be affected by the time in transit and verified that Mr [redacted] has received the computer following repairsOur representative provided her contact information and will remain available should Mr [redacted] need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Thank you for providing a copy of the customer’s correspondenceA Dell representative has contacted [redacted] to achieve a resolution for her concernsOur representative may be contacted via e-mail at [redacted]
Complaint: [redacted] I am rejecting this response because: The Dell response was incorrect according to [redacted] @Dell.comDell still refuses to respond or provide part# for Mainboard and Processor Regards, [redacted]
Today’s Date: 12/27/2016Dear 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, Mrs [redacted] ***, to address the contents of their correspondenceThe customer states an order placed was dated to ship by Dec21st however the day before the customers order was canceled without notification that the order was out of stockAt this time the agent took the customers feedback and passed it along through the appropriate channelsDell 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 about the 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] Our representative has attempted to contact him, however; he has not responded to multiple attemptsDell remains available to provide support according to the term and conditions of the Dell Limited Warranty and is available 24/7, via phone, at ###-###-#### or, online, at www.Dell.com/Support Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because: Mr [redacted] is very intelligent and actually a very good negotiator he offered me a refurbished laptop with the warranty that's leftover on my current laptopSo basically I have a warrant of months on a refurbished laptopI had enough bad experience from December to june with a laptop that doesn't work or doesn't meet the postedcompany normsAnd now instead of giving me a new laptop with year warranty atleast he has offered me a refurbished laptop with months warrantyWhen ireplied warranty wasn't enough mr [redacted] said that I can always purchase extrawarrantyIf it was my mistake I don't really care on spending my money on itThis laptop is a gift from my brotherI can spend thousands of dollars on this issue to make this rightAll I need is a new laptop which works right or a better one with awarrant period as of for a new laptop Regards, [redacted]
Dear RevDex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell order We regret any miscommunication which may have occurred and appreciate the feedback When an order is placed on-line, it is then sent to Dell’s manufacturing facility at which time, an address change cannot be processed Once the carrier attempts delivery, it can be rerouted to an alternate address Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative was able to reroute the shipment to the customer and, for customer satisfaction reasons, processed a concession for the customer’s inconvenience We ask that the customer contact our representative at [redacted] should there be any further questions regarding this matterSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative [redacted] contacted due to the feedback as a goodwill gesture a return was authorizedThe representative followed up that the credit has posted and will reflect on the next billing statementPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [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 confirmed the customer’s computer has been repaired and returned 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
Dear RevDex.com, Our records indicate that Mr. [redacted] ’s continued contact has been sent to our security team. Dell representative [redacted] has attempted several times to contact the customer to investigate this further. Dell representative [redacted] works with Dell security in these matters of fraud. Dell does apologize for the frustration and uneasiness this may have caused and assure you we take these reports very seriously. We kindly request additional information about the incident he has reported. · Did the fraudulent caller provide any information like names, phone numbers, websites, emails, ext? · We understand that you do not have a Dell unit. Please note that these fraudsters will pose as any number of companies in this industry. In many cases they will also pose as federal authorities such as the IRS. We have found that various tech support scams start with malware that was downloaded unsuspectingly by their victims. It’s not unlike the way a person may have their credit card information compromised. I would also like to add that Dell, other tech companies, and the authorities are always working closely together to help stop these individuals and their activities. One such crackdown was recently announced and you can read about it here: [redacted] . The customer has not replied to any calls or emails. The representative can be reached by emailing [redacted] _ [redacted] @Dell.com. Sincerely Advanced Resolution Group Incident [redacted] Dell Inc.
Dear RevDex.com, I am writing on behalf of Dell Inc. in response to the rebuttal filed with your office by the customer. The representative has again attempted to reach the customer by phone and email with no response. The orders the customer mentions in the complaint all show they have been cancelled with no charge to the credit card. Again we do remain available to assist the customer but he will need to respond to the representative. In regards to the delays it is unfortunate but at times a ship date does have to be delayed due to availability. We ask that he contact the representative at [redacted] @Dell.com for any further assistance regarding this matter. Advanced Resolution Group Incident [redacted] Dell Inc.
Complaint: [redacted] I am rejecting this response because: I don't have a problem of HD, and Dell is avoiding fix my windows problems replacing the Hard Drive, but this will force I lost all my data if I use the new Hard Drive, so if they decide to keep this decision, should be at least let me keep the old hard drive to try to recovery the data. Regards, [redacted] ***
Dell representative, ***, is continuing to work with the Ms. [redacted] to achieve an amicable resolution for her concerns. As per the terms of the Warranty www.Dell.com/Warranty, Depot service has been issued. Should Ms. [redacted] have any additional concerns regarding this case, she can reach out to our representative directly by e-mail at [redacted] @Dell.com.
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 concern. The representative worked with our account verification team to resolve this matter. Our records show... that a credit for order# [redacted] has been posted to the original form of payment, which should reflect on his next billing statement. The representative also followed-up with Mr. [redacted] to confirm resolution. We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience. Our 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 Inc. in response to the complaint filed with your office by the customer. Thank you for providing a copy of the submission. We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this... experience. The representative [redacted] contacted the customer and authorized a depot service. The representative has confirmed with the customer system has been repaired and is working as designed. Please have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concerns. Sincerely Advanced Resolution Group Incident [redacted] Dell Inc.
Dear RevDex.com, Our records indicate that Dell representative [redacted] has attempted numerous times to reach the customer by email and phone. We remain available to assist the customer but we have not received a response. Please have the customer contact the representative by email at [redacted] with any additional concerns regarding this matter. Sincerely Advanced Resolution Group Incident [redacted] Dell Inc.
Complaint: [redacted] I am rejecting this response because: I have emailed [redacted] to contact me at a certain time and she has failed to do so. I am awaiting for her response and has failed to contact me at 7:00pm Monday-Sundays. As of January 12, 2016, [redacted] did not contact me at all at the time and phone number listed and specified. Regards, [redacted] ***
Today’s Date: 04/25/Dear 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 correspondenceWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Dell continues to treat me badlyHere is the latest string of incidents:On the 28th of January, Dell sent the Revdex.com the following statement, "A Dell representative, [redacted] has recently contacted the customer regarding their concerns." This was before [redacted] ever attempted to contact me [redacted] repeatedly emailed me asking for specific hours of availabilityHe never once called during those hoursOne time he didn't even bother to call period, just sent a form email to me a few days latter asking for another window of availabilityI have all the emails archived.I have no choice but to escalate this claimPlease help me escalate Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: This is the same TOKEN response (about Dell’s day return period and warranty) that they gave last time on 5/26/ They have failed to address any of my points, and it is obvious they put very little time in their response; I guess I shouldn’t be surprised given the poor level of customer service thus far This case is a lot more than a computer breaking down and having a part replaced under the terms of their day return period and their warranty This computer has broken down and needed to be repaired MULTIPLE times After less than DAYS this computer has NUMEROUS REFURBISHED parts inside of what is supposed to be a new computer One of the parts had to be replaced twice because their so called new refurbished part failed after days This case is also about Dell’s NEGLIGENCE in erasing my daughter’s data some of which was for school How about all my TIME dealing with the whole situation with repair technicians coming to the house, moving the computer to the first floor so the technicians could attempt repairs, packaging and driving the computer to ***, when Dell Technicians couldn’t repair it at my home, picking up the computer again, all the phone calls being bounced around with their atrocious customer service, multiple emails, and on and on Given Dell’s level of enthusiasm in this Revdex.com complaint, I will now escalate this again and begin the process of seeking legal remedy Regards, [redacted] [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr [redacted] expressed dissatisfaction with Dell service and support and wants his computer repaired and returned to himWe regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission a Dell representative contacted Mr [redacted] and assured him the battery should not be affected by the time in transit and verified that Mr [redacted] has received the computer following repairsOur representative provided her contact information and will remain available should Mr [redacted] need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell