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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell support and wants her computer replaced with a new computer, a refund, or repaired with extra warranty coverage We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell records indicate the computer was purchased from a third party so a return to Dell for a refund would not be an option The customer’s dated receipt should indicate the computer was purchased with a one year warranty which should start on the date of the receipt Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative explained the terms of Dell’s Limited Hardware Warranty and denied the customer’s request for a refund or exchange Our representative, for customer satisfaction reasons, provided assistance with processing a service dispatch to repair the customer’s computer Out of fairness to Dell customers who purchase warranty extensions, Dell will not be offering to provide a warranty extension as a concessionThe computer has since been returned to the customer and 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
Complaint: [redacted] I am rejecting this response because: I have filed a dispute with mycredit card company to get the entire amount for the Tec premium support purchased in April , I did not reject a prorated offer...I simply handled it another wayI will never use this Dell computer again , I no longer have trust in the company or it's employeesThe computer has been repaired by a computer tech here in Arizona , Tec support could have never repaired it " over the phone"Dell needs to stand behind their products and not have their customers attempting to get satisfaction from support in India Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: The Credit Card compay refunded the money because I filed a dispute Dell did not Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsThe representative worked with our account verification team to resolve this matterOur records show that a credit for extended warranty under order# [redacted] has been posted to the original form of paymentOur representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur 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] Our representative, [redacted] , per the out of warranty status of the system, respectfully denied Mr***’s request for a free repair, however, fee based service was offered Mr [redacted] declinedOur representative, [redacted] , may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [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 We received the new laptop and set it up last night Do I need to contact customer service in order to transfer the existing warranty over to this new unit? I am still unsatisfied in respect to the burn and now scar that the old unit has caused and hope that Dell will stand behind their product and make that satisfactory as well 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 feedbackDell makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell Sometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errors Since the date of the submission, a Dell representative contacted the customer to advise that the order could not be placed at the price he requested due to a pricing error and, per Dell policy we would be unable to process an order at the incorrect price We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our representative, [redacted] , contacted Mr [redacted] and processed the gift card [redacted] respectfully denied Mr***’s request for further compensationHowever; she provided technical assistance in configuring the antivirus softwareWe regret any dissatisfaction Mr [redacted] may have experienced and [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, ***, dispatched an exchange for Ms [redacted] and she has confirmed receiptWe regret any dissatisfaction Ms [redacted] may have experienced and appreciate the feedback provided regarding her Dell Experience [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because: The lack of customer service and massive wait time trying to resolve this dispute was awfulBesides not being able to receive my items due to a mistake on the dell website, they could not accommodate any of my requests and when I did receive a call all that was suggested to me was to place the order again with the increased priceThis was suggested to me multiple times during my many hours on the phone with customer service the day the order was placed.Regardless of policy and/or mistakes on dell's website this still constitutes as advertising which is why I am rejecting this response Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: As I stated previously, I have filed with small claims court under the Federal Magnuson Moss Warranty Act and will resolve this at our given date
Complaint: [redacted] I am rejecting this response because:The latest reason given for rejecting my claim is a retroactive excuse for not fulfilling their promise to give a discount to someone who purchased a computer using Dell FinancialThat particular discount is not a promotion with Dell Corporate at allIt is discount for taking the time and effort to open an entirely new account with Dell Financial and buy a particular computerIt was clearly not represented as a promotion nor was there any indication that the discount was not available on the day I bought my pcIn fact, the add was still up on that day boldly asking customers to sign up and GET THE DISCOUNT 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] informed the customer that supplies were limited on the advertised sale price and the price could not be matched once stock of the computer was exhausted. Promotional offerings are subject to change and may be limited to quantities on hand. 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 Group Incident ID# [redacted] Dell Inc.
Complaint: [redacted] I am rejecting this response because: I have the transcripts of the messages in which a sales rep told me I could use the gift card for payments Regards, [redacted]
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 submissionA Dell representative [redacted] recently contacted the customer regarding this matterWe regret any dissatisfaction the customer may have experienced and appreciate the feedback providedThe representative authorized returns and provided shipping labelsThe representative updated the customer about the credit posting which will reflect on his next billing statementIf the customer has any further concerns we request they email the representative at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I am done with dealing with this businessThey sold me a defective product, a "lemon", and I cannot understand thier unwillingness to correct the issueI am not willing to be shipping this product back and forth every month so they can "try" to fix an issue every time one arisesThey have failed to fix it twice and every time it gets returned to me, it comes back with a differrent issue"Trying" to fix a new computer is not acceptableI paid for a new computer, why should I have to settle for a refurbished oneI expect nothing less than a new replacement or a full refundI will take legal action if they refuse to handle this problem withn an acceptable outcome As of right now, the laptop is still having some sort of program issue and now the speaker is making a crackling sound every time I turn it onWhat kind of customer service does this company believe in? Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:The computer is broken at this time and [redacted] *. is ignoring my emails and phone calls. The computer has started having what customers are calling "ghost touches" and I am also being harassed by Dell returns and exchanges. They are saying that I have to return the computer or they will void the warranty. I believe that they have planned this so that they don't have to repair the computer. Regards, [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, [redacted] 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 processed the customer’s refund which will appear on his next billing cycle 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 Group Incident 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 submissionA Dell representative [redacted] recently contacted the customer regarding this matterWe regret any dissatisfaction the customer may have experienced and appreciate the feedback providedOur records indicate the gift card in question has been issued to the customerIf the customer has any further concerns we request they email the representative at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell support and wants her computer replaced with a new computer, a refund, or repaired with extra warranty coverage We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell records indicate the computer was purchased from a third party so a return to Dell for a refund would not be an option The customer’s dated receipt should indicate the computer was purchased with a one year warranty which should start on the date of the receipt Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative explained the terms of Dell’s Limited Hardware Warranty and denied the customer’s request for a refund or exchange Our representative, for customer satisfaction reasons, provided assistance with processing a service dispatch to repair the customer’s computer Out of fairness to Dell customers who purchase warranty extensions, Dell will not be offering to provide a warranty extension as a concessionThe computer has since been returned to the customer and 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
Complaint: [redacted] I am rejecting this response because: I have filed a dispute with mycredit card company to get the entire amount for the Tec premium support purchased in April , I did not reject a prorated offer...I simply handled it another wayI will never use this Dell computer again , I no longer have trust in the company or it's employeesThe computer has been repaired by a computer tech here in Arizona , Tec support could have never repaired it " over the phone"Dell needs to stand behind their products and not have their customers attempting to get satisfaction from support in India Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: The Credit Card compay refunded the money because I filed a dispute Dell did not Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsThe representative worked with our account verification team to resolve this matterOur records show that a credit for extended warranty under order# [redacted] has been posted to the original form of paymentOur representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur 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] Our representative, [redacted] , per the out of warranty status of the system, respectfully denied Mr***’s request for a free repair, however, fee based service was offered Mr [redacted] declinedOur representative, [redacted] , may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [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 We received the new laptop and set it up last night Do I need to contact customer service in order to transfer the existing warranty over to this new unit? I am still unsatisfied in respect to the burn and now scar that the old unit has caused and hope that Dell will stand behind their product and make that satisfactory as well 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 feedbackDell makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell Sometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errors Since the date of the submission, a Dell representative contacted the customer to advise that the order could not be placed at the price he requested due to a pricing error and, per Dell policy we would be unable to process an order at the incorrect price We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our representative, [redacted] , contacted Mr [redacted] and processed the gift card [redacted] respectfully denied Mr***’s request for further compensationHowever; she provided technical assistance in configuring the antivirus softwareWe regret any dissatisfaction Mr [redacted] may have experienced and [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, ***, dispatched an exchange for Ms [redacted] and she has confirmed receiptWe regret any dissatisfaction Ms [redacted] may have experienced and appreciate the feedback provided regarding her Dell Experience [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because: The lack of customer service and massive wait time trying to resolve this dispute was awfulBesides not being able to receive my items due to a mistake on the dell website, they could not accommodate any of my requests and when I did receive a call all that was suggested to me was to place the order again with the increased priceThis was suggested to me multiple times during my many hours on the phone with customer service the day the order was placed.Regardless of policy and/or mistakes on dell's website this still constitutes as advertising which is why I am rejecting this response Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: As I stated previously, I have filed with small claims court under the Federal Magnuson Moss Warranty Act and will resolve this at our given date
Complaint: [redacted] I am rejecting this response because:The latest reason given for rejecting my claim is a retroactive excuse for not fulfilling their promise to give a discount to someone who purchased a computer using Dell FinancialThat particular discount is not a promotion with Dell Corporate at allIt is discount for taking the time and effort to open an entirely new account with Dell Financial and buy a particular computerIt was clearly not represented as a promotion nor was there any indication that the discount was not available on the day I bought my pcIn fact, the add was still up on that day boldly asking customers to sign up and GET THE DISCOUNT 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] informed the customer that supplies were limited on the advertised sale price and the price could not be matched once stock of the computer was exhausted. Promotional offerings are subject to change and may be limited to quantities on hand. 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 Group Incident ID# [redacted] Dell Inc.
Complaint: [redacted] I am rejecting this response because: I have the transcripts of the messages in which a sales rep told me I could use the gift card for payments Regards, [redacted]
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 submissionA Dell representative [redacted] recently contacted the customer regarding this matterWe regret any dissatisfaction the customer may have experienced and appreciate the feedback providedThe representative authorized returns and provided shipping labelsThe representative updated the customer about the credit posting which will reflect on his next billing statementIf the customer has any further concerns we request they email the representative at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I am done with dealing with this businessThey sold me a defective product, a "lemon", and I cannot understand thier unwillingness to correct the issueI am not willing to be shipping this product back and forth every month so they can "try" to fix an issue every time one arisesThey have failed to fix it twice and every time it gets returned to me, it comes back with a differrent issue"Trying" to fix a new computer is not acceptableI paid for a new computer, why should I have to settle for a refurbished oneI expect nothing less than a new replacement or a full refundI will take legal action if they refuse to handle this problem withn an acceptable outcome As of right now, the laptop is still having some sort of program issue and now the speaker is making a crackling sound every time I turn it onWhat kind of customer service does this company believe in? Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:The computer is broken at this time and [redacted] *. is ignoring my emails and phone calls. The computer has started having what customers are calling "ghost touches" and I am also being harassed by Dell returns and exchanges. They are saying that I have to return the computer or they will void the warranty. I believe that they have planned this so that they don't have to repair the computer. Regards, [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, [redacted] 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 processed the customer’s refund which will appear on his next billing cycle 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 Group Incident 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 submissionA Dell representative [redacted] recently contacted the customer regarding this matterWe regret any dissatisfaction the customer may have experienced and appreciate the feedback providedOur records indicate the gift card in question has been issued to the customerIf the customer has any further concerns we request they email the representative at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc