Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund 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 verified, based on the customer’s prior contact with Dell, a refund for $was processed and the customer should see this reflected on their next monthly billing statement 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 providing a copy of the customer’s submissionCustomer expressed dissatisfaction with communication and processing expectations for a recent Dell orderWe 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 DellSometimes 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 errorsSince 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 priceWe ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matterSincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: It is completely untrueI was never offered any sort of return or replacementDell has not "subsequently" been in contact with me by any measure Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: neither I nor my daughter rejected the cost of the repair When I talked with Dell's repair depot on Thursday, 3/16/17, I asked for a representative who could reconsider the warranty issue I don't think it is an accidental event but rather a defective machine Also, Dell decided to send back the machine on 3/17/ without a decision on my or my daughter's part regarding payment for the repair Please see attached letter received from them which differs than their response you all received from Dell on 3/17, I received this message from Dell - As per our records I see that your product is currently being repaired by a certified technicianThis step includes repairing, testing, and any necessary parts replacement to return your unit to working condition.On 3/after it had been shipped on 3/17, I received this message which indicated they would be willing to repair it but I am not sure how they would accomplish that if they shipped the machineGreetings for the day!Mam, it is kindly inform you that, technician at the depot is only authorised to proceed with the repair/services which are covered under basic warranty.Normally, if they find any physical induced damages which are covered under the warranty and if it is leading a charged service, they will immediately get back to customer over the phone and inform the chargesAs per the records, I believe they've contacted you and informed about $charges for the repairHowever, since the payment was not done, they are returning the system unrepaired.Please drop us an email if you would like proceed further with the repair by making the payment to fix the systemPlease confirm usI responded that I believe that we were trying to work out a solution to the warranty issueBut Dell chose not to stand behind their productI have asked Dell several times for the name and address of the VP in charge of the repair depot and customer service unit and they have refused to provide Regards, [redacted]
Today’s Date: 12/30/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 processed a system exchange for the customerThe customer received the unit and 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 with any other 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] Customer expressed dissatisfaction with communication and processing expectations for their Dell replacement part and wants it expeditedWe 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 assistancePlease note that the part was being delayed due to product availability issues; however, our representative worked with the order verification department to resolve this matterOur records indicate the part shipped to the customer on June 28, 2017, under FedEx tracking number [redacted] Should Mr [redacted] have any additional concerns regarding this case, he can reach out to our representative at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Today’s Date: 12/11/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 correspondenceThe customer states orders placed with gift cards have been canceled repeatedly and a television purchased through Dell requires serviceThe matter of the television warranty must be addressed with the television manufacturer as Dell does not service these items nor provide exchangesThe agent advised the customer we can look into the sales order matter however the customer advised the agent he no longer wishes to speak to herThe customer states this is not the caseMr [redacted] may contact the representative at [redacted] @Dell.com should they reconsider working with the agent Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The three things that I specifically requested in my complaint have to an extent been 'resolved'However, the process I was forced to go through in order to get this complaint resolved has been long, fraught, and in many ways abusiveIt is my belief that the behaviors of Dell and their representative since filing this complaint have overshadowed the hollow victory of finally receiving my warranty replacement.First, I should never have been asked/required to contact the policeI asked the representative a number of times what crime I was reporting, to which his only response was that I needed to file a police reportI asked what exactly I was supposed to tell the police, to which the response was that I should tell them the computer was sent to the ephemeral '***' in [redacted] , and ask them to investigateEventually realizing that this was the only way I would recieve my warranty replacement, I went to my local police station to file a report, only to have the officer I spoke with confirm my own thoughts: Dell shipped the computer to the wrong person, at the wrong addressThere was no crime committed against me, so it made no sense for me to file a police reportInstead, the officer suggested that the only reason Dell could want to get police involved is if they suspected me of committing fraudEven that made no sense, however, given that if Dell suspected me of fraud, then they should have been the ones to file a police report.The officer I spoke with told me there was no crime to report, and thus no police report could be filed (exactly what I told the Dell representative when he first asked me to get a police report)The officer provided me his contact details to forward to the representative, and told me to have the representative contact him directly if there were any remaining questionsApparently, whatever the police officer told the representative was satisfactory, because very shortly thereafter I was told I would eventually be sent my warranty replacementHowever, the fact that I had to personally visit a police station, go through the humiliation of trying to convince a police officer to file a report in relation to something that was very clearly not a crime, and waste a large amount of time doing so, is completely unacceptable.Second, while I have now received my warranty replacement, the fact that it took 1/months to get it is unacceptableNobody should ever be forced to expend so much time and effort just to get the speakers on their computer fixedWhat is especially frustrating is that I was told on June 26th that I would (a) be receiving "the specifications of the replacement system once we find a suitable one that matches the original system within the next – hrs", and (b) that once I confirmed the specifications were correct, that I would be receiving the system shortly thereafterInstead, I did not receive the specifications until the 30th (shortly after I reached out to Dell to find out why I had not received them yet), and I did not get the replacement computer until a month after that because of a "technical problem"Given how long the process had already taken, and given how much I had to do just to get to the point where Dell agreed to send me the computer, the additional month it took to actually have it delivered is again completely unacceptable.Finally, and more specifically in regards to my original complaint, there is the matter of the apology I was given by the representativeIn the my recent email I've received from the representative, he took the time to apologize to me "for any disappointment you may have experienced during your transactions with us"This is in many ways more offensive than all the other things that Dell has doneRather than apologizing for mixing me up with another person, rather than apologizing for forcing me to get the police involved, rather than apologizing for all the time I had to waste, rather than apologizing for the fact that this whole process took so long, the apology I received was for any 'disappointment' I may have experiencedFundamentally, it is this lack of an apology which I find most objectionableIn order for me to feel that this complaint has been resolved, I feel that there are at least three things that need to happenFirst, I would appreciate an explanation of how this all could have happened in the first placeI attempted to get such an explanation from the representative when he was telling me I needed to contact the police, but was informed that he did not have access to any of the records of my previous engagements with Dell, nor any other tangible information which could help elucidate the root cause of this fiascoSecond, I need to know what Dell is doing to ensure that this does not happen to anyone elseI work at a University which functionally requires us to purchase Dell computersI want to know what Dell is doing to make sure that my colleagues never have to go through this same type of ordealThird, and most importantly, I want an actual apology, and for someone at Dell to acknowledge the fact that they have messed up, and that they are at faultI do not believe this complaint can truly be resolved until that has happened Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our representative, [redacted] , has dispatched an exchange and our records indicate it has been deliveredHowever, Mr***, has not responded to subsequent contact attempts [redacted] may be contacted via email at [redacted] @Dell.comWe regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience Sincerely, Advanced Resolution Group Incident ID: [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 a new computer exchange We regret any dissatisfaction she may have experienced and appreciate the feedback providedPer the terms of Dell’s Limited Hardware Warranty, in order to obtain support, it would be necessary for the customer to engage with a Dell technical representative to perform diagnostics to determine what, if any, hardware component is not functioning properly Since the date of the submission, a Dell representative contacted the customer to offer support, per the terms of the warranty, however, to date, the customer has refused to work with our representative to perform diagnostics Dell cannot provide support under the warranty without the customer’s cooperation to determine the cause of the issue We remain ready to assist within the terms of the warranty and our other policies Should the customer reconsider and want assistance, we ask that she contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Mr [redacted] was informed that he will need a reseller’s account in accordance to his purchasing historyHe has been provided the details on how to establish a Reseller Account Information is available online at: [redacted] He can also contact [redacted] @dell.com if he needs assistance with registration
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our representative, ***, requested pictures of the damage to the systemAfter examining the pictures, the customer’s request for warranty service was respectfully denied, as the damage has been determined to be accidental and is not covered under the Dell limited warranty [redacted] has offered the customer, as a one-time goodwill gesture, a discount on a depot repair, however; the customer has declinedWe regret any dissatisfaction Mr [redacted] may have experienced and [redacted] remains available and may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Unfortunately, the keyboard, touchpad, POWER modes etcare STILL not working as they shouldPLUS several times a work session there are noises (sounding like a fan powering up and then down) that I NEVER heard beforeI am writing through this site rather than directly to Mr [redacted] because Revdex.com requires a response within days and I wanted to be sure my (disappointed) response becomes part of the Revdex.com recordPlease note that, although I intended to reply by yesterday, I was unexpectedly away from home and so needed more time to check out how my computer was workingI remain minimally hopeful of remedy without the frustrating back and forth that, so far, has solved NONE of my original complaints but caused several others!Thank you Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a tablet promotion We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative has attempted to reach the customer by telephone and email however, we have not yet been able to discuss the contents of the submission and, to date; there has been no response to our representative’s contact attempts Should the customer still need assistance, we ask that she contact our representative within ten days from this response at [redacted] _***@Dell.com for any further assistance she may need regarding this matter.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 [redacted] has confirmed the customer has received his refund 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 GroupIncident ID# [redacted] Dell
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 submissionOur records indicate Credit memo [redacted] $was posted to her credit card on 8/Advanced Resolution Group [redacted] Dell Inc
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 processed a system exchange and the customer reports it has been received and is working without incidenceWe 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.comSincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contact Mr [redacted] regarding his concernsOur representative explained the terms and conditions of the limited hardware warranty [redacted] After further review, our representative processed a depot serviceOur records show the unit has been serviced at the depot and delivered to Mr [redacted] on December 15, under FedEx tracking number [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe 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,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund 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 verified, based on the customer’s prior contact with Dell, a refund for $was processed and the customer should see this reflected on their next monthly billing statement 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 providing a copy of the customer’s submissionCustomer expressed dissatisfaction with communication and processing expectations for a recent Dell orderWe 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 DellSometimes 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 errorsSince 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 priceWe ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matterSincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: It is completely untrueI was never offered any sort of return or replacementDell has not "subsequently" been in contact with me by any measure Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: neither I nor my daughter rejected the cost of the repair When I talked with Dell's repair depot on Thursday, 3/16/17, I asked for a representative who could reconsider the warranty issue I don't think it is an accidental event but rather a defective machine Also, Dell decided to send back the machine on 3/17/ without a decision on my or my daughter's part regarding payment for the repair Please see attached letter received from them which differs than their response you all received from Dell on 3/17, I received this message from Dell - As per our records I see that your product is currently being repaired by a certified technicianThis step includes repairing, testing, and any necessary parts replacement to return your unit to working condition.On 3/after it had been shipped on 3/17, I received this message which indicated they would be willing to repair it but I am not sure how they would accomplish that if they shipped the machineGreetings for the day!Mam, it is kindly inform you that, technician at the depot is only authorised to proceed with the repair/services which are covered under basic warranty.Normally, if they find any physical induced damages which are covered under the warranty and if it is leading a charged service, they will immediately get back to customer over the phone and inform the chargesAs per the records, I believe they've contacted you and informed about $charges for the repairHowever, since the payment was not done, they are returning the system unrepaired.Please drop us an email if you would like proceed further with the repair by making the payment to fix the systemPlease confirm usI responded that I believe that we were trying to work out a solution to the warranty issueBut Dell chose not to stand behind their productI have asked Dell several times for the name and address of the VP in charge of the repair depot and customer service unit and they have refused to provide Regards, [redacted]
Today’s Date: 12/30/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 processed a system exchange for the customerThe customer received the unit and 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 with any other 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] Customer expressed dissatisfaction with communication and processing expectations for their Dell replacement part and wants it expeditedWe 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 assistancePlease note that the part was being delayed due to product availability issues; however, our representative worked with the order verification department to resolve this matterOur records indicate the part shipped to the customer on June 28, 2017, under FedEx tracking number [redacted] Should Mr [redacted] have any additional concerns regarding this case, he can reach out to our representative at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Today’s Date: 12/11/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 correspondenceThe customer states orders placed with gift cards have been canceled repeatedly and a television purchased through Dell requires serviceThe matter of the television warranty must be addressed with the television manufacturer as Dell does not service these items nor provide exchangesThe agent advised the customer we can look into the sales order matter however the customer advised the agent he no longer wishes to speak to herThe customer states this is not the caseMr [redacted] may contact the representative at [redacted] @Dell.com should they reconsider working with the agent Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The three things that I specifically requested in my complaint have to an extent been 'resolved'However, the process I was forced to go through in order to get this complaint resolved has been long, fraught, and in many ways abusiveIt is my belief that the behaviors of Dell and their representative since filing this complaint have overshadowed the hollow victory of finally receiving my warranty replacement.First, I should never have been asked/required to contact the policeI asked the representative a number of times what crime I was reporting, to which his only response was that I needed to file a police reportI asked what exactly I was supposed to tell the police, to which the response was that I should tell them the computer was sent to the ephemeral '***' in [redacted] , and ask them to investigateEventually realizing that this was the only way I would recieve my warranty replacement, I went to my local police station to file a report, only to have the officer I spoke with confirm my own thoughts: Dell shipped the computer to the wrong person, at the wrong addressThere was no crime committed against me, so it made no sense for me to file a police reportInstead, the officer suggested that the only reason Dell could want to get police involved is if they suspected me of committing fraudEven that made no sense, however, given that if Dell suspected me of fraud, then they should have been the ones to file a police report.The officer I spoke with told me there was no crime to report, and thus no police report could be filed (exactly what I told the Dell representative when he first asked me to get a police report)The officer provided me his contact details to forward to the representative, and told me to have the representative contact him directly if there were any remaining questionsApparently, whatever the police officer told the representative was satisfactory, because very shortly thereafter I was told I would eventually be sent my warranty replacementHowever, the fact that I had to personally visit a police station, go through the humiliation of trying to convince a police officer to file a report in relation to something that was very clearly not a crime, and waste a large amount of time doing so, is completely unacceptable.Second, while I have now received my warranty replacement, the fact that it took 1/months to get it is unacceptableNobody should ever be forced to expend so much time and effort just to get the speakers on their computer fixedWhat is especially frustrating is that I was told on June 26th that I would (a) be receiving "the specifications of the replacement system once we find a suitable one that matches the original system within the next – hrs", and (b) that once I confirmed the specifications were correct, that I would be receiving the system shortly thereafterInstead, I did not receive the specifications until the 30th (shortly after I reached out to Dell to find out why I had not received them yet), and I did not get the replacement computer until a month after that because of a "technical problem"Given how long the process had already taken, and given how much I had to do just to get to the point where Dell agreed to send me the computer, the additional month it took to actually have it delivered is again completely unacceptable.Finally, and more specifically in regards to my original complaint, there is the matter of the apology I was given by the representativeIn the my recent email I've received from the representative, he took the time to apologize to me "for any disappointment you may have experienced during your transactions with us"This is in many ways more offensive than all the other things that Dell has doneRather than apologizing for mixing me up with another person, rather than apologizing for forcing me to get the police involved, rather than apologizing for all the time I had to waste, rather than apologizing for the fact that this whole process took so long, the apology I received was for any 'disappointment' I may have experiencedFundamentally, it is this lack of an apology which I find most objectionableIn order for me to feel that this complaint has been resolved, I feel that there are at least three things that need to happenFirst, I would appreciate an explanation of how this all could have happened in the first placeI attempted to get such an explanation from the representative when he was telling me I needed to contact the police, but was informed that he did not have access to any of the records of my previous engagements with Dell, nor any other tangible information which could help elucidate the root cause of this fiascoSecond, I need to know what Dell is doing to ensure that this does not happen to anyone elseI work at a University which functionally requires us to purchase Dell computersI want to know what Dell is doing to make sure that my colleagues never have to go through this same type of ordealThird, and most importantly, I want an actual apology, and for someone at Dell to acknowledge the fact that they have messed up, and that they are at faultI do not believe this complaint can truly be resolved until that has happened Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our representative, [redacted] , has dispatched an exchange and our records indicate it has been deliveredHowever, Mr***, has not responded to subsequent contact attempts [redacted] may be contacted via email at [redacted] @Dell.comWe regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience Sincerely, Advanced Resolution Group Incident ID: [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 a new computer exchange We regret any dissatisfaction she may have experienced and appreciate the feedback providedPer the terms of Dell’s Limited Hardware Warranty, in order to obtain support, it would be necessary for the customer to engage with a Dell technical representative to perform diagnostics to determine what, if any, hardware component is not functioning properly Since the date of the submission, a Dell representative contacted the customer to offer support, per the terms of the warranty, however, to date, the customer has refused to work with our representative to perform diagnostics Dell cannot provide support under the warranty without the customer’s cooperation to determine the cause of the issue We remain ready to assist within the terms of the warranty and our other policies Should the customer reconsider and want assistance, we ask that she contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Mr [redacted] was informed that he will need a reseller’s account in accordance to his purchasing historyHe has been provided the details on how to establish a Reseller Account Information is available online at: [redacted] He can also contact [redacted] @dell.com if he needs assistance with registration
A Dell representative is working with [redacted] to achieve a resolution for her concernsOur representative may be contacted via e-mail at [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our representative, ***, requested pictures of the damage to the systemAfter examining the pictures, the customer’s request for warranty service was respectfully denied, as the damage has been determined to be accidental and is not covered under the Dell limited warranty [redacted] has offered the customer, as a one-time goodwill gesture, a discount on a depot repair, however; the customer has declinedWe regret any dissatisfaction Mr [redacted] may have experienced and [redacted] remains available and may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Unfortunately, the keyboard, touchpad, POWER modes etcare STILL not working as they shouldPLUS several times a work session there are noises (sounding like a fan powering up and then down) that I NEVER heard beforeI am writing through this site rather than directly to Mr [redacted] because Revdex.com requires a response within days and I wanted to be sure my (disappointed) response becomes part of the Revdex.com recordPlease note that, although I intended to reply by yesterday, I was unexpectedly away from home and so needed more time to check out how my computer was workingI remain minimally hopeful of remedy without the frustrating back and forth that, so far, has solved NONE of my original complaints but caused several others!Thank you Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a tablet promotion We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative has attempted to reach the customer by telephone and email however, we have not yet been able to discuss the contents of the submission and, to date; there has been no response to our representative’s contact attempts Should the customer still need assistance, we ask that she contact our representative within ten days from this response at [redacted] _***@Dell.com for any further assistance she may need regarding this matter.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 [redacted] has confirmed the customer has received his refund 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 GroupIncident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I have still not been refunded the full amount paid 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 submissionOur records indicate Credit memo [redacted] $was posted to her credit card on 8/Advanced Resolution Group [redacted] Dell Inc
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 processed a system exchange and the customer reports it has been received and is working without incidenceWe 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.comSincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contact Mr [redacted] regarding his concernsOur representative explained the terms and conditions of the limited hardware warranty [redacted] After further review, our representative processed a depot serviceOur records show the unit has been serviced at the depot and delivered to Mr [redacted] on December 15, under FedEx tracking number [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe 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