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 credit 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,Thank you for providing a copy of the customer’s submissionMr [redacted] expressed dissatisfaction with communication of a Dell promotionWe regret any miscommunication which may have occurred and appreciate the feedbackOur marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handSince the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns Our representative verified the promotion and told Mr [redacted] that the promotion ended when quantities available at the promotional price were exhausted but that additional promotions would be available on Black FridayMr [redacted] indicated to our representative that he purchased a computer from another vendorWe ask that Mr [redacted] contact our representative should there be any further questions regarding this matter Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Thank you for sharing the customer’s additional concernsOur records indicate the previous hardware repair was performed in May and the system warranty expired in November The customer is encouraged to contact the Dell expired warranty support services should they need additional assistanceThey are available at [redacted] and this is fee based supportThe below links include additional information online regarding current support services available and the details on the original warranty terms and conditions [redacted] www.Dell.com/Warranty
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 Additionally, I sincerely thank the Revdex.com team for intervening and helping me outYou guys rock! :D Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I have a Dell Software Warranty Contract that I paid an additional $that covers all software problems and a one year hardware warranty The computer is not working properly, it keeps losing dataAfter you install a program it works for a little while then it disappears from the computerI am tired of the bad customer service from Dell It took techs 9-1/hours in days just to install Windows Operating System and my computer is not working properly it keeps losing data and the people sitting in India tell me the computer is working fineOn 11-28-I issued a complaint with the Maryland Attorney General's Office Regards, [redacted]
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 worked with our account verification team to resolve the matterOur records show that the refund for 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 via 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 Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsAfter further review, our representative issued an onsite serviceOur records show that the onsite service was completed on June 16th, 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 email 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: third party vendor said all gift card sales are final and non-refundableActually I am pretty sure Dell knows almost no store would let customer return a gift cardSo this is just kicking the ball to others instead of solving problemsThis is a Dell gift card, so Dell gets the final proceedIf the customer cannot use the Del gift card, only Dell benefits from thisSo I don't know the point Dell saying the third party should refund Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by MsMs [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsThe representative worked with our account verification team to resolve this matterPlease note that Ms [redacted] was asked to provide a valid proof of payment for the product; however, she elected not to provide the necessary documentsHer request for replacement or refund was respectfully deniedWe 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 via e-mail at [redacted] _ [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:If any of Dell employees tested the components parts they would have found out that the optical drive would spin around for a few minutes and stop without processingWhile I was utilizing the multitasking functions of Window 10, downloading McAfee software, I could not preform any other task because the volume and the mouse function where effected by the electrical glitches, and freeze upsI found myself unable to listen to music, or use the web browser, or the mouse function, until the electrical glitches had subsided After McAfee was installed I had to turn off the laptop to restore function, once the computer was back on, it had milder electrical glitches while multitasking At points the page would go possessed, the page would become unstable and move by itself When I played a video it sounded electronically distorted, as if it was running out of batteriesOther activities I attempt to do, after installing McAfee, with electrical interference: Registering the computer with Dell Change my Microsoft password Adding my email account to my computers mail application Playing videos Trying to update the settings on the mail accountAll of which I tried to do at one time, but I was forced to temporarily give up on a couple of the activities that really weren't important at the timeAt home, I tried to install software it was not possible for the optical drive to function directly, I had to manually bypass the drive for each software I installed, when I played DVDs, and CDsI saw the comments, Dell employees madeGentleman, If I took your new computer to a repair facility, I would find out that not only did Dell used outdated and defective parts in building my laptop, but I would be given a list of other things that is wrong with the laptop that I haven't find out about in the two days I have had itThe number of laptops units Dell sent to me with defective parts has been fully documented with their own reports Not once did any statement I made as reported to the Revdex.com had proven to be falseDell's own repair facility used the term replace defective parts repeatedly, but the repair facility had only defective parts to repair my originally computer with, and that is why they started giving me refurbished models; how be it, they refurbished their computers with defective partsNow Dell makes new computers, still with defective parts, For shameI offer this new computer to [redacted] , so that he could let one of his children use it for a week, or perhaps the last refurbished computer with the collapsing space bar; so, he can hear first hand what his kid would say about Dells product line [redacted] , if you tested the latest piece of junk you sent me, then you would have known that it had defects Anyone can build a computer, but it should have been Dells position to test their product before shipping If it's not Dell's position to test first then ship, then that explains why there's a high degree of defective units being released to meMy remarks to [redacted] , "It's getting pretty expensive when you practice to deceive, hmmm, [redacted] " [redacted] my new computer made by dell needs to be repaired, I will call your technical support team on Friday the 19th for assistAnd [redacted] , send me that return label for UPS so I can send your company back its refurbished laptop Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell in response to your Revdex.com RebuttalWe appreciate your taking the time to bring this matter to our attentionI assure you we take matters like this very seriously and the resolver did follow up with the customerThe representative explained Dell will ship packing material to the customer for the system to be shipped to the depot for diagnosticsThe representative further explained if there is no accidental damage found (example system being dropped) than the system will be repaired under the warrantyIf accidental damage is found the depot will contact her to request payment or the system will be sent back unrepairedThe customer refused this option and demanded no further contact from DellWe remain available to assist the customer under the terms of the warrantyIf the customer will like to move forward with this optionPlease 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 submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative, for customer satisfaction reasons, processed a service dispatch to send the customer an exchange computer The replacement computer has since been delivered Should the customer need any follassistance, we ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have since responded to Dell Customer Service several timesThey still have not processed a refundThey received their return shipment nearly two weeks ago on December 28, per Pilot Freight Services (screenshot attached) but they claim that they are "waiting for the confirmation from the receiving team." This is now essentially a fraudulent charge Regards, [redacted]
Complaint: [redacted] I am rejecting this response because of the following comments:It is sad and disappointing that Dell does not stand behind the commitments that its staff makes First, several Dell staffers told me that I could buy a fifth year of Dell GoldProSupport Then Dell failed to stand behind their staff and refused to honor the commitment that their staffers had made Second, after apologizing for the misinformation given to me by their staffers, they then offered as a commercial gesture 10% off a future order After telling me that the offer had no expiration date, they then came back and said the offer was only good for days! Not only did Dell once again fail to stand behind the commitment their staffer had made, but the revised offer was worthless, as the warranty I have on my existing system goes for another two years, so why should I be forced into buying a new system in the next days?Dell has zero integrity, does not give a damn about customer service, and does not stand behind commitments their staff makes Dell has lost forever a long-time customer Regards, Mr [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 submission. We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this... experience. The representative [redacted] contacted the customer explained a return is not an option as the software was purchased under a no return policy. The representative did provide a $75 coupon as a goodwill gesture and confirmed receipt. Please have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concerns. Sincerely Advanced Resolution Group Incident [redacted] Dell Inc.
Today’s Date: 12/18/2015 Dear RevDex.com, Thank you for providing a copy of the customer submission. Dell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] ***, to address the contents of their correspondence. At... this time the credit has been processed for the customer. Dell regrets any inconvenience caused. We thank the customer for their time and patience during this process. The customer may also contact the representative at [redacted] @Dell.com with any other questions or concerns in the matter . Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc.
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] *** Thank you for providing a copy of the customer’s submission Dell representative, [redacted] has been working with our customer, [redacted] by phone and email; in their attempt to work with the customer and bring this matter to a reasonable resolution The customer has shared their concerns with [redacted] , who has apologized for any disappointment the customer may have had in this ordering transaction It was during this discussion the customer had mentioned they needed an A/C Adapter, so [redacted] made certain the customer received this part The customer has received the order, along with the A/C Adapter, so it appears this matter has been addressed and resolved by [redacted] The customer has our representative’s contact information, so if the customer should need further assistance in this matter, please direct them to contact [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Today’s Date: 11/11/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, Troy Nolan, to address the contents of their correspondenceAt this time the agent has confirmed with the customer the credit has been processed and will appear on the next billing statementWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Problem still continuesDell rep is overbearing to dis cuss situation 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 credit 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,Thank you for providing a copy of the customer’s submissionMr [redacted] expressed dissatisfaction with communication of a Dell promotionWe regret any miscommunication which may have occurred and appreciate the feedbackOur marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handSince the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns Our representative verified the promotion and told Mr [redacted] that the promotion ended when quantities available at the promotional price were exhausted but that additional promotions would be available on Black FridayMr [redacted] indicated to our representative that he purchased a computer from another vendorWe ask that Mr [redacted] contact our representative should there be any further questions regarding this matter Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Thank you for sharing the customer’s additional concernsOur records indicate the previous hardware repair was performed in May and the system warranty expired in November The customer is encouraged to contact the Dell expired warranty support services should they need additional assistanceThey are available at [redacted] and this is fee based supportThe below links include additional information online regarding current support services available and the details on the original warranty terms and conditions [redacted] www.Dell.com/Warranty
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 Additionally, I sincerely thank the Revdex.com team for intervening and helping me outYou guys rock! :D Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I have a Dell Software Warranty Contract that I paid an additional $that covers all software problems and a one year hardware warranty The computer is not working properly, it keeps losing dataAfter you install a program it works for a little while then it disappears from the computerI am tired of the bad customer service from Dell It took techs 9-1/hours in days just to install Windows Operating System and my computer is not working properly it keeps losing data and the people sitting in India tell me the computer is working fineOn 11-28-I issued a complaint with the Maryland Attorney General's Office Regards, [redacted]
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 worked with our account verification team to resolve the matterOur records show that the refund for 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 via 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 Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsAfter further review, our representative issued an onsite serviceOur records show that the onsite service was completed on June 16th, 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 email 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: third party vendor said all gift card sales are final and non-refundableActually I am pretty sure Dell knows almost no store would let customer return a gift cardSo this is just kicking the ball to others instead of solving problemsThis is a Dell gift card, so Dell gets the final proceedIf the customer cannot use the Del gift card, only Dell benefits from thisSo I don't know the point Dell saying the third party should refund Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by MsMs [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsThe representative worked with our account verification team to resolve this matterPlease note that Ms [redacted] was asked to provide a valid proof of payment for the product; however, she elected not to provide the necessary documentsHer request for replacement or refund was respectfully deniedWe 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 via e-mail at [redacted] _ [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:If any of Dell employees tested the components parts they would have found out that the optical drive would spin around for a few minutes and stop without processingWhile I was utilizing the multitasking functions of Window 10, downloading McAfee software, I could not preform any other task because the volume and the mouse function where effected by the electrical glitches, and freeze upsI found myself unable to listen to music, or use the web browser, or the mouse function, until the electrical glitches had subsided After McAfee was installed I had to turn off the laptop to restore function, once the computer was back on, it had milder electrical glitches while multitasking At points the page would go possessed, the page would become unstable and move by itself When I played a video it sounded electronically distorted, as if it was running out of batteriesOther activities I attempt to do, after installing McAfee, with electrical interference: Registering the computer with Dell Change my Microsoft password Adding my email account to my computers mail application Playing videos Trying to update the settings on the mail accountAll of which I tried to do at one time, but I was forced to temporarily give up on a couple of the activities that really weren't important at the timeAt home, I tried to install software it was not possible for the optical drive to function directly, I had to manually bypass the drive for each software I installed, when I played DVDs, and CDsI saw the comments, Dell employees madeGentleman, If I took your new computer to a repair facility, I would find out that not only did Dell used outdated and defective parts in building my laptop, but I would be given a list of other things that is wrong with the laptop that I haven't find out about in the two days I have had itThe number of laptops units Dell sent to me with defective parts has been fully documented with their own reports Not once did any statement I made as reported to the Revdex.com had proven to be falseDell's own repair facility used the term replace defective parts repeatedly, but the repair facility had only defective parts to repair my originally computer with, and that is why they started giving me refurbished models; how be it, they refurbished their computers with defective partsNow Dell makes new computers, still with defective parts, For shameI offer this new computer to [redacted] , so that he could let one of his children use it for a week, or perhaps the last refurbished computer with the collapsing space bar; so, he can hear first hand what his kid would say about Dells product line [redacted] , if you tested the latest piece of junk you sent me, then you would have known that it had defects Anyone can build a computer, but it should have been Dells position to test their product before shipping If it's not Dell's position to test first then ship, then that explains why there's a high degree of defective units being released to meMy remarks to [redacted] , "It's getting pretty expensive when you practice to deceive, hmmm, [redacted] " [redacted] my new computer made by dell needs to be repaired, I will call your technical support team on Friday the 19th for assistAnd [redacted] , send me that return label for UPS so I can send your company back its refurbished laptop Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell in response to your Revdex.com RebuttalWe appreciate your taking the time to bring this matter to our attentionI assure you we take matters like this very seriously and the resolver did follow up with the customerThe representative explained Dell will ship packing material to the customer for the system to be shipped to the depot for diagnosticsThe representative further explained if there is no accidental damage found (example system being dropped) than the system will be repaired under the warrantyIf accidental damage is found the depot will contact her to request payment or the system will be sent back unrepairedThe customer refused this option and demanded no further contact from DellWe remain available to assist the customer under the terms of the warrantyIf the customer will like to move forward with this optionPlease 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 submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative, for customer satisfaction reasons, processed a service dispatch to send the customer an exchange computer The replacement computer has since been delivered Should the customer need any follassistance, we ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have since responded to Dell Customer Service several timesThey still have not processed a refundThey received their return shipment nearly two weeks ago on December 28, per Pilot Freight Services (screenshot attached) but they claim that they are "waiting for the confirmation from the receiving team." This is now essentially a fraudulent charge Regards, [redacted]
Complaint: [redacted] I am rejecting this response because of the following comments:It is sad and disappointing that Dell does not stand behind the commitments that its staff makes First, several Dell staffers told me that I could buy a fifth year of Dell GoldProSupport Then Dell failed to stand behind their staff and refused to honor the commitment that their staffers had made Second, after apologizing for the misinformation given to me by their staffers, they then offered as a commercial gesture 10% off a future order After telling me that the offer had no expiration date, they then came back and said the offer was only good for days! Not only did Dell once again fail to stand behind the commitment their staffer had made, but the revised offer was worthless, as the warranty I have on my existing system goes for another two years, so why should I be forced into buying a new system in the next days?Dell has zero integrity, does not give a damn about customer service, and does not stand behind commitments their staff makes Dell has lost forever a long-time customer Regards, Mr [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 submission. We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this... experience. The representative [redacted] contacted the customer explained a return is not an option as the software was purchased under a no return policy. The representative did provide a $75 coupon as a goodwill gesture and confirmed receipt. Please have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concerns. Sincerely Advanced Resolution Group Incident [redacted] Dell Inc.
Today’s Date: 12/18/2015 Dear RevDex.com, Thank you for providing a copy of the customer submission. Dell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] ***, to address the contents of their correspondence. At... this time the credit has been processed for the customer. Dell regrets any inconvenience caused. We thank the customer for their time and patience during this process. The customer may also contact the representative at [redacted] @Dell.com with any other questions or concerns in the matter . Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc.
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] *** Thank you for providing a copy of the customer’s submission Dell representative, [redacted] has been working with our customer, [redacted] by phone and email; in their attempt to work with the customer and bring this matter to a reasonable resolution The customer has shared their concerns with [redacted] , who has apologized for any disappointment the customer may have had in this ordering transaction It was during this discussion the customer had mentioned they needed an A/C Adapter, so [redacted] made certain the customer received this part The customer has received the order, along with the A/C Adapter, so it appears this matter has been addressed and resolved by [redacted] The customer has our representative’s contact information, so if the customer should need further assistance in this matter, please direct them to contact [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Today’s Date: 11/11/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, Troy Nolan, to address the contents of their correspondenceAt this time the agent has confirmed with the customer the credit has been processed and will appear on the next billing statementWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I haven't recieved my Promotional gifts cardI attached above [redacted]