Dear Revdex.com, Thank you for providing a copy of the customer’s submissionThe type of damage the customer has with the hinges and LCD is considered customer accidental damageThe type of damage is not covered under the hardware warranty which is why the customer was asked to pay a feeThe system has been returned to the customer and a full refund providedAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, *** has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has informed the customer that the promotion was only available until the stock was depleted These promotions sell out very quickly Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative dispatched a replacement USB drive and the customer verifies it has been receivedOur representative provided the customer with reinstallation instructions and remains available to provide technical assistanceWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at [redacted] @Dell.com Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
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
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]
Dear Revdex.com, Our records indicate that Dell representative, [redacted] , is attempting again to reach the customer by phone and email; however to date the customer has not been availableAt this time Dell feels the best option for the customer is to return the system and any exchange systems he may still have in his possessionThe customer will need to contact the representative in order to have the return authorizeOnce the system has been returned a credit in full will be posted to the original mode of paymentPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [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 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 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, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Customer expressed dissatisfaction with Dell service and support and wants both systems serviced or replacedWe 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 explained the terms of the Limited Hardware WarrantyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed service for both units and followto verify that the units were functioning properlyShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting [redacted] , or for online assistance at [redacted] Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I received the repaired computer, and have unfortunately found that the new screen has "phantom clicks" where the screen thinks that it is receiving input when it is not, or when I am clicking elsewhere on the screen Due to this I have had to disable the touchscreen I have contacted the dell representative, [redacted] twice: March (days ago), and March (days ago), in addition to today I have not received a response I am increasingly frustrated both by Dell's lack of ability to make this computer function correctly, and their lack of response in spite of a claim that [redacted] is available to help Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative [redacted] apologized for the problems and authorized a returnThe representative followed up and confirmed credit has postedPlease have the customer contact the representative by email [redacted] Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, [redacted] , processed the credit and our records indicate it has been applied to the original form of payment We regret the dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell experience [redacted] may be contacted at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Dear Revdex.com, Our records indicate that [redacted] has been in contact with the customer to discuss the current issueThe representative has authorized to pull the system back to the depot for reviewThe representative will maintain ownership of the account until system is returned and confirmed receiptWe ask that the customer follow up with the representative by emailing [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Today’s Date: 01/06/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 concernsAt this time the agent has confirmed the unit has been returned to the customer from the repair facilityHowever, the agent has been unable to confirm with the customer the matter has been addressedDell 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 if there are any remaining questions or concerns Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [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 The customer has informed [redacted] he is on vacation until 9/ [redacted] has archived his case and given his contact info for when he returns Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www[redacted] or for online assistance at www[redacted] Dell now moves to close this matter regarding Incident ID: Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because:the tracking number that was given originally is # [redacted] not what they aresaying it isThey keep changing what they want from me tocover themselves Regards, [redacted] ***
Our representative recently contacted Ms [redacted] regarding her concernsPlease note, Ms [redacted] re-scheduled the callback for Tuesday, March, 7, Our representative may be contacted directly by e-mail at [redacted] @Dell.com
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate due to a part back log the customer has been offered a refurbished exchange which under the terms and conditions of his warrantyThe customer declined the offer and system was repaired and returnedDell has a thirty (30) day Return Period and, as the order invoiced during August 2017, a refund would not be an optionSince the date of the complaint, a Dell representative contacted the customer to discuss their concernsOur representative offered support per the terms of Dell’s Limited Hardware Warranty which the customer declinedWe remain ready to assist within the terms of the warranty and our other policiesDell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchasedAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I am emailing in response to my complaint that I had filed with the Revdex.com against DellIt may be indicated that Dell has refunded me and this case has been dealt with but it has notI would like some one from the Revdex.com to contact me at ###-###-####I received a phone call last week from Dell asking me to submit money to them for missed paymentsToday in the mail I received a letter from Dell Collections stating that I have days to send them a payment before they take further action against meI am honestly so frustrated with DellThis is suppose to have been dealt withDell stated to me that they are sorry and refunded meThe Revdex.com told me that it was handed and it was doneNow Dell is continually harassing me for moneyThis is a waste of my time and energyI would like this dealt with Regards, [redacted]
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionThe type of damage the customer has with the hinges and LCD is considered customer accidental damageThe type of damage is not covered under the hardware warranty which is why the customer was asked to pay a feeThe system has been returned to the customer and a full refund providedAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, *** has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has informed the customer that the promotion was only available until the stock was depleted These promotions sell out very quickly Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative dispatched a replacement USB drive and the customer verifies it has been receivedOur representative provided the customer with reinstallation instructions and remains available to provide technical assistanceWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at [redacted] @Dell.com Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
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
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]
Dear Revdex.com, Our records indicate that Dell representative, [redacted] , is attempting again to reach the customer by phone and email; however to date the customer has not been availableAt this time Dell feels the best option for the customer is to return the system and any exchange systems he may still have in his possessionThe customer will need to contact the representative in order to have the return authorizeOnce the system has been returned a credit in full will be posted to the original mode of paymentPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The problem remains unsolved 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 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, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Customer expressed dissatisfaction with Dell service and support and wants both systems serviced or replacedWe 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 explained the terms of the Limited Hardware WarrantyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed service for both units and followto verify that the units were functioning properlyShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting [redacted] , or for online assistance at [redacted] Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I received the repaired computer, and have unfortunately found that the new screen has "phantom clicks" where the screen thinks that it is receiving input when it is not, or when I am clicking elsewhere on the screen Due to this I have had to disable the touchscreen I have contacted the dell representative, [redacted] twice: March (days ago), and March (days ago), in addition to today I have not received a response I am increasingly frustrated both by Dell's lack of ability to make this computer function correctly, and their lack of response in spite of a claim that [redacted] is available to help Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative [redacted] apologized for the problems and authorized a returnThe representative followed up and confirmed credit has postedPlease have the customer contact the representative by email [redacted] Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, [redacted] , processed the credit and our records indicate it has been applied to the original form of payment We regret the dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell experience [redacted] may be contacted at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Dear Revdex.com, Our records indicate that [redacted] has been in contact with the customer to discuss the current issueThe representative has authorized to pull the system back to the depot for reviewThe representative will maintain ownership of the account until system is returned and confirmed receiptWe ask that the customer follow up with the representative by emailing [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Today’s Date: 01/06/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 concernsAt this time the agent has confirmed the unit has been returned to the customer from the repair facilityHowever, the agent has been unable to confirm with the customer the matter has been addressedDell 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 if there are any remaining questions or concerns Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [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 The customer has informed [redacted] he is on vacation until 9/ [redacted] has archived his case and given his contact info for when he returns Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www[redacted] or for online assistance at www[redacted] Dell now moves to close this matter regarding Incident ID: Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because:the tracking number that was given originally is # [redacted] not what they aresaying it isThey keep changing what they want from me tocover themselves Regards, [redacted] ***
Our representative recently contacted Ms [redacted] regarding her concernsPlease note, Ms [redacted] re-scheduled the callback for Tuesday, March, 7, Our representative may be contacted directly by e-mail at [redacted] @Dell.com
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate due to a part back log the customer has been offered a refurbished exchange which under the terms and conditions of his warrantyThe customer declined the offer and system was repaired and returnedDell has a thirty (30) day Return Period and, as the order invoiced during August 2017, a refund would not be an optionSince the date of the complaint, a Dell representative contacted the customer to discuss their concernsOur representative offered support per the terms of Dell’s Limited Hardware Warranty which the customer declinedWe remain ready to assist within the terms of the warranty and our other policiesDell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchasedAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I am emailing in response to my complaint that I had filed with the Revdex.com against DellIt may be indicated that Dell has refunded me and this case has been dealt with but it has notI would like some one from the Revdex.com to contact me at ###-###-####I received a phone call last week from Dell asking me to submit money to them for missed paymentsToday in the mail I received a letter from Dell Collections stating that I have days to send them a payment before they take further action against meI am honestly so frustrated with DellThis is suppose to have been dealt withDell stated to me that they are sorry and refunded meThe Revdex.com told me that it was handed and it was doneNow Dell is continually harassing me for moneyThis is a waste of my time and energyI would like this dealt with Regards, [redacted]