Complaint: [redacted] I am rejecting this response because Dell has clearly violated the terms of the warranty of the item as stated on their website I have reviewed it and Dell was required to either send a replacement part to me, RMA the device back to Dell for repair, or send a technician onsite to repair the device Dell did none of the above unless they wish to state that by requiring a CompTIA A+ certified technician to perform diagnostics on the device they have satisfied the warranty requirements Since that technician stated to Dell technical support that the mainboard appeared to require replacement Dell was still responsible for that replacement per the warrantyRegardless, Dell clearly violated terms agreed to when the device was purchased and as stated on their website Dell needs to meet the contractual requirements of said agreement in order for the matter to be settled Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Dell again misrepresents the issue. They state "the customer was told the monitors were sold out and no longer available". That is the basis of the complaint since Dell never informed me that the monitors were sold out and were no longer available until I sought the BBB's assistance. 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
Complaint: [redacted] I am rejecting this response because: I have received the laptop back and have some what tested the performanceBefore I was able to get approximately 90-FPS in gameNow I am only able to get 30-FPSI think this is unacceptable for have some of the best parts available at this ***eAnd for a laptop that is worth $ Regards, [redacted]
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, 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 submissionA Dell representative, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has setup a return of both the computer’s received by the customer and their account has now been credited 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 GroupIncident 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 concernsThe representative explained the terms & conditions of the limited hardware warranty [redacted] Please note that the unit was sent to depot for evaluation where they discovered damage caused by liquid spillageMs [redacted] was informed that the limited hardware warranty does not cover accidental damage; therefore, Dell will not replace any damaged parts free of chargeOur representative offered fee-based repair; however, Ms [redacted] elected not to pay for the repairs; therefore, the unit was sent back unrepairedHer request for free repair or replacement was respectfully deniedMs [redacted] is most welcome to take advantage of our out of warranty fee based service and support by calling ###-###-####We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: None of my questions from the last rejection were answered-such as what happens to the discount (when instructed to reorder)? What is the proper way to send a wire transfer (when instructed to reorder)? , etc...what was the verification issue/and why is Dell saying they cannot tell me what the issue is? My email to [redacted] was never answered.As of this time my bank is saying I have not received a refundWhat does Dell mean when they say credit has posted? I received an email on December 7th talking about the refund and I still have not received it Regards, [redacted] ***
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, [redacted] * [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] , has researched the matter for Mr [redacted] Unfortunately the coupon was not valid However, in the interest of customer satisfaction, [redacted] had offered Mr [redacted] a ten (10%) percent discount off a new Dell computer purchased from Dell [redacted] allowed Mr [redacted] some time to consider the offer but informed Mr [redacted] the offer would expire on 06/30/ [redacted] did not hear back from Mr [redacted] Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:My credit card company told me I have an extended warranty through them for my lap top I emailed dell for their warranty info and repair price since MasterCard needed that for records dell has ignored my requests I feel they are not going to respond until I drop my complaints with you they keep telling me they are out of the office and have no e mail access if so then how did they see my email in the first place If you have to drop it fine but I’m not withdrawing the complaint thank you Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell’s legal team did review the customers claim and found there is no merit to the customers claim Dell representative, [redacted] , contacted the customer and authorized a return for credit to resolve the matterThe representative has advised the customer the system has been received and will update him once credit has postedPlease have the customer contact the representative by email at [redacted] Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [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
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
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, [redacted] *** Thank you for providing a copy of the customer’s submission The customer is contacting the Revdex.com about a pricing error on Dell’s website, regarding the Solid State GB Drive Once Dell discovered the mistake, the links were disabled and any orders that may have been placed were canceled by Dell Dell realizes situations such as this can be disappointing for our customers so we truly do apologize Please understand, Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we reserve the right to deny the processing of any orders arising from pricing or other errors In fact, our published policies communicate the fact that "Dell is not responsible for pricing, typographical, or other errors, in any offer by Dell and reserves the right to cancel any orders resulting from such errors." Our records indicate Dell representative has been instrumental in seeing that the customer’s PayPal Account has been credited in full $ We appreciate the customer taking the time to bring this observation to our attention Our merchandizing team is aware of this pricing error We are sorry, but we are unable to honor the wrong price and must respectfully deny any request we may encounter Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident 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
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
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
Complaint: [redacted] I am rejecting this response because Dell has clearly violated the terms of the warranty of the item as stated on their website I have reviewed it and Dell was required to either send a replacement part to me, RMA the device back to Dell for repair, or send a technician onsite to repair the device Dell did none of the above unless they wish to state that by requiring a CompTIA A+ certified technician to perform diagnostics on the device they have satisfied the warranty requirements Since that technician stated to Dell technical support that the mainboard appeared to require replacement Dell was still responsible for that replacement per the warrantyRegardless, Dell clearly violated terms agreed to when the device was purchased and as stated on their website Dell needs to meet the contractual requirements of said agreement in order for the matter to be settled Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Dell again misrepresents the issue. They state "the customer was told the monitors were sold out and no longer available". That is the basis of the complaint since Dell never informed me that the monitors were sold out and were no longer available until I sought the BBB's assistance. 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
Complaint: [redacted] I am rejecting this response because: I have received the laptop back and have some what tested the performanceBefore I was able to get approximately 90-FPS in gameNow I am only able to get 30-FPSI think this is unacceptable for have some of the best parts available at this ***eAnd for a laptop that is worth $ Regards, [redacted]
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, 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 submissionA Dell representative, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has setup a return of both the computer’s received by the customer and their account has now been credited 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 GroupIncident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I have still not been refunded the full amount paid Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsThe representative explained the terms & conditions of the limited hardware warranty [redacted] Please note that the unit was sent to depot for evaluation where they discovered damage caused by liquid spillageMs [redacted] was informed that the limited hardware warranty does not cover accidental damage; therefore, Dell will not replace any damaged parts free of chargeOur representative offered fee-based repair; however, Ms [redacted] elected not to pay for the repairs; therefore, the unit was sent back unrepairedHer request for free repair or replacement was respectfully deniedMs [redacted] is most welcome to take advantage of our out of warranty fee based service and support by calling ###-###-####We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: None of my questions from the last rejection were answered-such as what happens to the discount (when instructed to reorder)? What is the proper way to send a wire transfer (when instructed to reorder)? , etc...what was the verification issue/and why is Dell saying they cannot tell me what the issue is? My email to [redacted] was never answered.As of this time my bank is saying I have not received a refundWhat does Dell mean when they say credit has posted? I received an email on December 7th talking about the refund and I still have not received it Regards, [redacted] ***
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, [redacted] * [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] , has researched the matter for Mr [redacted] Unfortunately the coupon was not valid However, in the interest of customer satisfaction, [redacted] had offered Mr [redacted] a ten (10%) percent discount off a new Dell computer purchased from Dell [redacted] allowed Mr [redacted] some time to consider the offer but informed Mr [redacted] the offer would expire on 06/30/ [redacted] did not hear back from Mr [redacted] Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:My credit card company told me I have an extended warranty through them for my lap top I emailed dell for their warranty info and repair price since MasterCard needed that for records dell has ignored my requests I feel they are not going to respond until I drop my complaints with you they keep telling me they are out of the office and have no e mail access if so then how did they see my email in the first place If you have to drop it fine but I’m not withdrawing the complaint thank you Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell’s legal team did review the customers claim and found there is no merit to the customers claim Dell representative, [redacted] , contacted the customer and authorized a return for credit to resolve the matterThe representative has advised the customer the system has been received and will update him once credit has postedPlease have the customer contact the representative by email at [redacted] Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [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
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
A Dell representative is working with [redacted] to achieve a resolution for her concernsOur representative may be contacted via e-mail at [redacted]
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, [redacted] *** Thank you for providing a copy of the customer’s submission The customer is contacting the Revdex.com about a pricing error on Dell’s website, regarding the Solid State GB Drive Once Dell discovered the mistake, the links were disabled and any orders that may have been placed were canceled by Dell Dell realizes situations such as this can be disappointing for our customers so we truly do apologize Please understand, Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we reserve the right to deny the processing of any orders arising from pricing or other errors In fact, our published policies communicate the fact that "Dell is not responsible for pricing, typographical, or other errors, in any offer by Dell and reserves the right to cancel any orders resulting from such errors." Our records indicate Dell representative has been instrumental in seeing that the customer’s PayPal Account has been credited in full $ We appreciate the customer taking the time to bring this observation to our attention Our merchandizing team is aware of this pricing error We are sorry, but we are unable to honor the wrong price and must respectfully deny any request we may encounter Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident 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
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
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