Dear Revdex.com, Dell representative, Charles, has attempted numerous times to reach the customer by phone and email to assist the customer furtherOur records do reflect that the item has been received in and full credit applied back to the customer credit cardPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMs [redacted] expressed dissatisfaction with Dell service and support and wants her computer battery replacedWe regret any dissatisfaction she may have experienced and appreciate the feedback providedDell records do not indicate a known issue with the battery for the computer purchased two years ago by Ms [redacted] and her warranty expired during Since the date of the submission, a Dell representative contacted Ms [redacted] to discuss her concernsThe representative denied her request for out of warranty replacement and the battery is currently not in stockOur representative will remain engaged as the third party vendor has indicated a supply of batteries will be shipped to Dell soon and our representative will follow up with Ms [redacted] to let her know when the battery will be available for purchaseWe ask that she contact our representative should there be any further questions regarding this matter Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer replaced or a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell has a thirty (30) day Return Period and, as the order invoiced during September, 2016, a refund would not be an option Dell records indicate the customer reported an intermittent issue which could not be replicated by our technical representatives when she sent the computer to Dell for repairs Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative, for customer satisfaction reasons, processed a refurbished system exchange per the terms of Dell’s Limited Hardware Warranty, and a replacement computer has been sent to the customer 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative is attempting to reach the customer by phone and emailThe representative did reach the customer once but she stated she was busy and could not troubleshootFurther follow up calls were unsuccessfulPlease understand the representative will make attempts before closing the caseThe representative can be reached by emailing at [redacted] @Dell.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Dell provided inconsistent information about the tax exempt procedure That's why we need to try different routes, accounts All purchased were made for church and we have tax exempt form, all purchases should be tax exempted Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The company is pretending that it is not Dell calling when indeed it isThe caller knows my Computer model, the Date of the purchase, the Service Tag number and my shipping address and phone numberThere is NO WAY POSSIBLE that a fraudulent caller would have access to that much accurate informationThe representative that called me back was very rude and abruptHe very quickly tried to push off the responsibility of the company's actions elsewhereI had to ask for the address to the Legal Department on numerous occasions only to get a nasty reply of "You can have it but we're not changing our stance on this issueSo sad that a multi-billion dollar company such as Dell is resorting to just strong arm tacticsI have every intention of taking Dell to court over the matterI am in no way, shape of form going to just lay down and allow the big bully to just trample me under footI do NOT accept their answer and I want as much help as possible from the Revdex.com!!! Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell representative, [redacted] will continue to be the customers’ point of contactThe representative has been successful in getting the account information updatedAt this time a depot service has been authorized the representative will follow up once repair and returning shipping information is availableWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.comSincerely, Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants his computer repaired We 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 offered assistance The computer had already been sent to Dell’s Repair Depot however, the part necessary to repair the computer was on backlog so, for customer satisfaction reasons, our representative processed a system exchange to replace the computer The replacement computer has been shipped to Mr*** Our representative provided contact information and will remain available should Mr [redacted] need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Today’s Date: 07/21/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, 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
Dear RevDex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***. Dell records indicate the computer was purchased from a third party so a return to Dell for a refund is not be an option. Our representative respectfully denied the request. As the... warranty contract has expired, our representative offered the customer a discount on out of warranty service or a newly placed order, however; the customer declined. Our representative remains available should the customer change her mind. Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc.
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 concernsOur representative explained the Terms of Limited Hardware Warranty, and the Return Policy (applies only to purchases directly from Dell) [redacted] Our representative offered technical assistance, as well as, depot service; however, Mr [redacted] elected not to accept our offer of assistanceFurthermore, the product was purchased from a third party retailer; therefore, returns are governed by the policies of the retailer where the product was purchasedPlease note that Mr [redacted] was asked to provide a valid proof of purchase; however, elected not to provide the required documentationHis request for a new replacement unit was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionMr [redacted] confirms in his rebuttal that he was provided a copy of the media he requested when the system was purchased but he misplaced itDell considers the issue closedSincerely, 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 at the present time providing that my computer was repaired correctlyIt was returned to me on Wednesday and I am hoping that it is up to par Regards, [redacted] ***
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 concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement order# [redacted] was delivered to Ms [redacted] on June 6, under FedEx tracking# [redacted] Our representative also followwith Ms [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this caseSincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear RevDex.com, Our records indicate that Dell representative [redacted] is in contact with the customer. At this time the credit department is investigating why the funds have not posted. As soon as confirmation has been provided that funds have transferred the representative will update the customer. The customer may reach the representative by emailing at [redacted] @Dell.com. Sincerely Advanced Resolution Group Incident [redacted] Dell Inc.
Complaint: [redacted] I am rejecting this response because:The refund should also include crediting my account for all of the additional interest and or late fees that they have charged me during and because of all of this messMy account should have a zero balance - i.e$ Regards, [redacted] (***) [redacted]
Today’s Date: 06/22/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 correspondenceThe customer states continued technical concerns with their Dell unitAt this time the agent has completed processing the customers creditDell 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 with any questions or concerns in 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] . A Dell representative recently contacted Mr. [redacted] regarding his concerns. Our representative provided technical assistance with Microsoft Office activation issues and... the case has been resolved. We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience. We remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policies. Our representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr. [redacted] has any further concerns in regards to this case. Sincerely, Executive Support Team Incident ID: [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 chargeback for funds intended to purchase Dell computers We regret any miscommunication which may have occurred and appreciate the feedback Dell customers who use credit cards have a preauthorization hold for funds which are released to Dell when the order is invoiced and shipped Dell records do not agree with the customer’s description of events and indicate the customer’s original order, for $5770.87, was cancelled and the preauthorization hold would also have been cancelled so the customer was never charged for the first order as the order never invoiced The second order invoiced on October, 13, 2014, and a subsequent chargeback was processed by American Express on December 15, 2014, when the funds were withdrawn from Dell Since the date of the submission, a Dell representative contacted the customer and, for customer satisfaction reasons, verified with our financial representatives that American Express did not return the funds to Dell We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Dell representative, Charles, has attempted numerous times to reach the customer by phone and email to assist the customer furtherOur records do reflect that the item has been received in and full credit applied back to the customer credit cardPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMs [redacted] expressed dissatisfaction with Dell service and support and wants her computer battery replacedWe regret any dissatisfaction she may have experienced and appreciate the feedback providedDell records do not indicate a known issue with the battery for the computer purchased two years ago by Ms [redacted] and her warranty expired during Since the date of the submission, a Dell representative contacted Ms [redacted] to discuss her concernsThe representative denied her request for out of warranty replacement and the battery is currently not in stockOur representative will remain engaged as the third party vendor has indicated a supply of batteries will be shipped to Dell soon and our representative will follow up with Ms [redacted] to let her know when the battery will be available for purchaseWe ask that she contact our representative should there be any further questions regarding this matter Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer replaced or a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell has a thirty (30) day Return Period and, as the order invoiced during September, 2016, a refund would not be an option Dell records indicate the customer reported an intermittent issue which could not be replicated by our technical representatives when she sent the computer to Dell for repairs Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative, for customer satisfaction reasons, processed a refurbished system exchange per the terms of Dell’s Limited Hardware Warranty, and a replacement computer has been sent to the customer 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative is attempting to reach the customer by phone and emailThe representative did reach the customer once but she stated she was busy and could not troubleshootFurther follow up calls were unsuccessfulPlease understand the representative will make attempts before closing the caseThe representative can be reached by emailing at [redacted] @Dell.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Dell provided inconsistent information about the tax exempt procedure That's why we need to try different routes, accounts All purchased were made for church and we have tax exempt form, all purchases should be tax exempted Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The company is pretending that it is not Dell calling when indeed it isThe caller knows my Computer model, the Date of the purchase, the Service Tag number and my shipping address and phone numberThere is NO WAY POSSIBLE that a fraudulent caller would have access to that much accurate informationThe representative that called me back was very rude and abruptHe very quickly tried to push off the responsibility of the company's actions elsewhereI had to ask for the address to the Legal Department on numerous occasions only to get a nasty reply of "You can have it but we're not changing our stance on this issueSo sad that a multi-billion dollar company such as Dell is resorting to just strong arm tacticsI have every intention of taking Dell to court over the matterI am in no way, shape of form going to just lay down and allow the big bully to just trample me under footI do NOT accept their answer and I want as much help as possible from the Revdex.com!!! Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell representative, [redacted] will continue to be the customers’ point of contactThe representative has been successful in getting the account information updatedAt this time a depot service has been authorized the representative will follow up once repair and returning shipping information is availableWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.comSincerely, Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants his computer repaired We 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 offered assistance The computer had already been sent to Dell’s Repair Depot however, the part necessary to repair the computer was on backlog so, for customer satisfaction reasons, our representative processed a system exchange to replace the computer The replacement computer has been shipped to Mr*** Our representative provided contact information and will remain available should Mr [redacted] need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Today’s Date: 07/21/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, 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
Dear RevDex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***. Dell records indicate the computer was purchased from a third party so a return to Dell for a refund is not be an option. Our representative respectfully denied the request. As the... warranty contract has expired, our representative offered the customer a discount on out of warranty service or a newly placed order, however; the customer declined. Our representative remains available should the customer change her mind. Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc.
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 concernsOur representative explained the Terms of Limited Hardware Warranty, and the Return Policy (applies only to purchases directly from Dell) [redacted] Our representative offered technical assistance, as well as, depot service; however, Mr [redacted] elected not to accept our offer of assistanceFurthermore, the product was purchased from a third party retailer; therefore, returns are governed by the policies of the retailer where the product was purchasedPlease note that Mr [redacted] was asked to provide a valid proof of purchase; however, elected not to provide the required documentationHis request for a new replacement unit was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionMr [redacted] confirms in his rebuttal that he was provided a copy of the media he requested when the system was purchased but he misplaced itDell considers the issue closedSincerely, 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 at the present time providing that my computer was repaired correctlyIt was returned to me on Wednesday and I am hoping that it is up to par Regards, [redacted] ***
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 concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement order# [redacted] was delivered to Ms [redacted] on June 6, under FedEx tracking# [redacted] Our representative also followwith Ms [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this caseSincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The problem remains unsolved Regards, [redacted]
Dear RevDex.com, Our records indicate that Dell representative [redacted] is in contact with the customer. At this time the credit department is investigating why the funds have not posted. As soon as confirmation has been provided that funds have transferred the representative will update the customer. The customer may reach the representative by emailing at [redacted] @Dell.com. Sincerely Advanced Resolution Group Incident [redacted] Dell Inc.
Complaint: [redacted] I am rejecting this response because:The refund should also include crediting my account for all of the additional interest and or late fees that they have charged me during and because of all of this messMy account should have a zero balance - i.e$ Regards, [redacted] (***) [redacted]
Today’s Date: 06/22/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 correspondenceThe customer states continued technical concerns with their Dell unitAt this time the agent has completed processing the customers creditDell 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 with any questions or concerns in 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] . A Dell representative recently contacted Mr. [redacted] regarding his concerns. Our representative provided technical assistance with Microsoft Office activation issues and... the case has been resolved. We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience. We remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policies. Our representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr. [redacted] has any further concerns in regards to this case. Sincerely, Executive Support Team Incident ID: [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 chargeback for funds intended to purchase Dell computers We regret any miscommunication which may have occurred and appreciate the feedback Dell customers who use credit cards have a preauthorization hold for funds which are released to Dell when the order is invoiced and shipped Dell records do not agree with the customer’s description of events and indicate the customer’s original order, for $5770.87, was cancelled and the preauthorization hold would also have been cancelled so the customer was never charged for the first order as the order never invoiced The second order invoiced on October, 13, 2014, and a subsequent chargeback was processed by American Express on December 15, 2014, when the funds were withdrawn from Dell Since the date of the submission, a Dell representative contacted the customer and, for customer satisfaction reasons, verified with our financial representatives that American Express did not return the funds to Dell We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc