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 experienceDell representative, Surendra, contacted the customer and apologized for the problemsThe representative confirmed customer chargeback with PayPal has been processedThe representative provided PayPal chargeback case # [redacted] The customer may 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, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur records show that the credit for Hard Drive order# [redacted] has been posted to the original form of paymentOur representative also followwith Ms [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
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]
Complaint: [redacted] I am rejecting this response because: I followed up with Dell on December 2nd via phoneI was told to contact the technician that came out to the home on November 25th I contacted the technician December th and was informed that he was not able to do anything for meI followed up with the Dell contact person through email and I'm waiting a response so that a technician can come out to the home and finish the repairMy computer remains under warranty and has not been fixedThe technician came out and ordered the additional partsThe technician stated DELL refused the followup on-site visit, with no reason providedIssue has NOT been resolvedI am awaiting response from Dell, contact has recently been made Regards, [redacted]
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]
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
Today’s Date: 07/17/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 correspondence The customer states their purchase should not have included a tax charge according to Texas state lawThe agent advised the customer as the item shipped to the state of [redacted] the applicable state law would be as suchWe thank the customer for their time and feedbackThe customer may also contact the representative at [redacted] @Dell.com should they still have any other questions Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Dell shipped a replacement system below the specifications of my original system, not the same or better The process of exchange for a refurbished system was a trial and error/ wait and see to acquire a system and after nearly a month, I needed a computer Dell was not able to simply provide a system of similar or better quality without a significant time lag and a total inability to execute the process with timeliness in total disregard for the customer's experience with no system.My existing warranty expires 1/27/ I want my warranty extended so that this replacement has year of full tech support/warranty That is roughly a month extension of my existing warranty This event alone has cost me nearly a month of no computer, close to three months of no computer during the calendar year of Over the life of this computer, my down time is well in excess of months of a non-functioning system (in excess of my request for the extension) Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Support specialist after weeks did nothing to address my complaintHad I been notified in a timely manner that the computer that I wished to purchase was unavailable, I would of had time to purchase another one at the 25% off but instead I found out days later only AFTER I CALLED to find out it was unavailable and the coupon had expiredSo I believe Dell should have offered at the very minimum, to honor their 25% off coupon on another outlet laptop computerSo much for their renowned customer serviceI for one will never do business with them again 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
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
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
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
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 am still disappointed in the level of support I received as a long time Dell Customer In coming to the resolution the representive was not completely familiar with my complaint and also called me be the wrong name when contacting me 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 submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative, [redacted] , contacted the customer and again offered to troubleshoot with the customerThe customer is welcome to contact the representative assigned or can contact our frontline supportPlease 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,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] Customer expressed dissatisfaction with Dell service and support and wants a partial account credit for order number [redacted] We 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 informed the customer of the terms and conditions of the warranty at https://www[redacted] and worked with DFS (Dell Financial Services) to resolve this matterOur records indicate, the customer was provided a credit of $45, which was more than the fair market value for the part in questionSubsequently, our representative followed up to inform the customer that the credit has been processed and to contact their Bank for further assistance regarding the creditShould the customer have any additional concerns regarding this case, they can reach out to DFS at 1-***-***-*** Sincerely, Advanced Resolution Group Incident ID: Dell
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, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, [redacted] , contacted her and verified she has received the systemWe regret any dissatisfaction Ms [redacted] may have experienced [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 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 experienceDell representative, Surendra, contacted the customer and apologized for the problemsThe representative confirmed customer chargeback with PayPal has been processedThe representative provided PayPal chargeback case # [redacted] The customer may 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, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur records show that the credit for Hard Drive order# [redacted] has been posted to the original form of paymentOur representative also followwith Ms [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
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]
Complaint: [redacted] I am rejecting this response because: I followed up with Dell on December 2nd via phoneI was told to contact the technician that came out to the home on November 25th I contacted the technician December th and was informed that he was not able to do anything for meI followed up with the Dell contact person through email and I'm waiting a response so that a technician can come out to the home and finish the repairMy computer remains under warranty and has not been fixedThe technician came out and ordered the additional partsThe technician stated DELL refused the followup on-site visit, with no reason providedIssue has NOT been resolvedI am awaiting response from Dell, contact has recently been made Regards, [redacted]
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]
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
Today’s Date: 07/17/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 correspondence The customer states their purchase should not have included a tax charge according to Texas state lawThe agent advised the customer as the item shipped to the state of [redacted] the applicable state law would be as suchWe thank the customer for their time and feedbackThe customer may also contact the representative at [redacted] @Dell.com should they still have any other questions Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Dell shipped a replacement system below the specifications of my original system, not the same or better The process of exchange for a refurbished system was a trial and error/ wait and see to acquire a system and after nearly a month, I needed a computer Dell was not able to simply provide a system of similar or better quality without a significant time lag and a total inability to execute the process with timeliness in total disregard for the customer's experience with no system.My existing warranty expires 1/27/ I want my warranty extended so that this replacement has year of full tech support/warranty That is roughly a month extension of my existing warranty This event alone has cost me nearly a month of no computer, close to three months of no computer during the calendar year of Over the life of this computer, my down time is well in excess of months of a non-functioning system (in excess of my request for the extension) Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Support specialist after weeks did nothing to address my complaintHad I been notified in a timely manner that the computer that I wished to purchase was unavailable, I would of had time to purchase another one at the 25% off but instead I found out days later only AFTER I CALLED to find out it was unavailable and the coupon had expiredSo I believe Dell should have offered at the very minimum, to honor their 25% off coupon on another outlet laptop computerSo much for their renowned customer serviceI for one will never do business with them again 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
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
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
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
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 am still disappointed in the level of support I received as a long time Dell Customer In coming to the resolution the representive was not completely familiar with my complaint and also called me be the wrong name when contacting me 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 submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative, [redacted] , contacted the customer and again offered to troubleshoot with the customerThe customer is welcome to contact the representative assigned or can contact our frontline supportPlease 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,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] Customer expressed dissatisfaction with Dell service and support and wants a partial account credit for order number [redacted] We 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 informed the customer of the terms and conditions of the warranty at https://www[redacted] and worked with DFS (Dell Financial Services) to resolve this matterOur records indicate, the customer was provided a credit of $45, which was more than the fair market value for the part in questionSubsequently, our representative followed up to inform the customer that the credit has been processed and to contact their Bank for further assistance regarding the creditShould the customer have any additional concerns regarding this case, they can reach out to DFS at 1-***-***-*** Sincerely, Advanced Resolution Group Incident ID: Dell
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, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, [redacted] , contacted her and verified she has received the systemWe regret any dissatisfaction Ms [redacted] may have experienced [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] ***