Dear Revdex.com, Our records indicate that we Dell representative [redacted] has reached back out to the customerThe representative will honor the offer of the upgraded system that was offeredWe respectfully decline the customer’s request for additional warrantyThe customer may reach the representative by emailing at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [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] ***
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] ***
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 repaired We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative 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 by the customer to the messages left by our representative We remain available to assist and ask that the customer contact our representative at [redacted] @Dell.com.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, [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
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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] **Our records indicate the repairs have been completed and the system returned to the customerOur representative has been in contact with the customer, who confirms the system has been received and the issues have been resolvedWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because:What in the world is wrong with this company? I talked to [redacted] or whatever his name is for EXHAUSTING MINUTES last weekNow the response is to claim that I did speak with the company??? UNTRUE.There is pattern with this company: LIES followed by LIESAll putting all of the responsibility on the customer for DELL'S LIES and MISTAKESThere's a reason why they have atrocious reviews everywhere online.Revdex.com, this is the worst big company I have ever dealt withIt makes you wonder what the purpose of the Revdex.com is if there is no distinction between the best and worst companiesAll big companies must buy off their A reviewsIt's a scamDell never has to be ethical--and the Revdex.com should be holding their feet to the fireThey are literally lying about not being able to speak with meThey also keep referring to the WRONG order number--the TV I returned and not the one I was promised a credit onThey are trying to paint me as, I don't know, making this up, or not understanding, or even trying to get credits I don't deserveTHEY ARE IN THE WRONGTHEY HAVE SYSTEMATICALLY LIED throughout this whole processAs for Dell, it's pointless to even point out all of the BS and unethical behavior from this issueBut here's what I've learned:Dell does not pay for their mistakesCustomers doThen they lieCustomer service can say whatever they wantDell does NOTHING for the inconvenience of something I did not orderIn fact, they LIE, LIE, and LIE again, claiming that what was explained to me VERY CLEARLY the first time was a "miscommunication." Well, if you charge me for something I didn't order, that's Dell's problemWhy am I paying? Why am I responsible for taking off work to accept the TV and then taking off work to make sure it's properly returned? If you send me something I'm responsible for returning, that's Dell's error If you don't credit my credit card for over a month (I still don't have a credit), that's a financial consequence to me for Dell's mistakeWhy am I literally paying for your error (ever heard of credit card interest)? If your customer service people LIE, there's no remedyEither way, I was promised $for the inconvenience of having to deal with all of this, and now it's been made very clear to me that Dell does not care at all for customers and takes absolutely zero responsibility for its mistakesAdd it up: two vacation days from work, $on my credit card (plus interest), many hours spent on chat, email, and on Revdex.comThat is worth nothing to Dell! It's telling that the ONLY credit they are saying the offered is a 3.5% credit for keeping a TV I didn't order, only told to me weeks after the TV was returned (translation: I couldn't do it anyway, so effectively there was no credit offered for anything)Anyone who's reading this, and anyone who works for this corrupt company, should be ashamedIt's really sad to me that the final response from this company IS A [redacted] LIE! You can't even admit that you did nothing to try to assuage this issueYou have to lie to the Revdex.com and to me??? Say that I didn't even talk to this parrot [redacted] ? AbsurdThis company deserves an F- in every way 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
Today’s Date: 08/17/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 technical concerns with her Dell system and has stated they will only accept a refundAt this time the agent had contacted the customer and offered to troubleshoot the matter on the customer system which is now over three years oldThe customer has declined troubleshooting and requests only a refundThe unit was purchased in April and a refund is not possible, additionally Dell must troubleshoot the system first in order to determine where the issue is centered aroundAccording to the terms and conditions of the Dell warranty, troubleshooting must first be performed to determine a root cause be it software or hardwareThe customer may read the terms and conditions from the link provided [redacted] "Upon contacting Dell, you will be required to engage in a remote diagnosis session to help determine the cause of your issueRemote diagnosis may involve customer access to the inside of the product and multiple or extended sessions." We thank the customer for their time and patience during this processThe customer may contact the representative at [redacted] @Dell.com should they reconsider troubleshooting the system in order to work towards an amicable resolution 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 his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, Dell representatives have been in contact with the customer and, for customer satisfaction reasons, processed a full system exchange as the customer requested The customer may 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: 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]
Complaint: [redacted] I am rejecting this response because:If anyone there could understand plain english, I never received my order. Why do they claim I can return for a refund, both incorrect units have been returned.I have never received my original purchase price for the canceled order.What part of that is hard to understand.Both units they sent where not what I ordered plain and simple, mistake was theirs. They told me that the order was canceled after the second time they sent the wrong unit, but I have not received my credit for the original bill. Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell’s response We regret any dissatisfaction he may have experienced and appreciate the feedback provided Our records indicate, since the date of the original submission, that a Dell representative contacted the customer to discuss his concerns Our representative advised the customer that his warranty had expired and, as a one-time gesture for customer satisfaction reasons, that Dell would provide a service dispatch to replace the keyboard but that any subsequent service would be fee-based Dell provided the service dispatch and the customer subsequently reported that his keyboard would not light up Our representative advised of the keystrokes necessary to enable this feature If the customer still needs assistance, we ask that he contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative Shubha is attempting to reach the customer to arrange another pick up or provide another return labelThe representative can be reached by email at [redacted] @Dell.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
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 experienceThe representative [redacted] contacted the customer and authorized a full refund for the orderThe representative followed up that the credit has posted and will reflect on his next billing statementPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely 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] ***
Today’s Date: 07/31/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 correspondenceWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:The business decided to send me a $off $or more purchase instead of a egift card that was outlined in the promotion of my orderThat is not the same as a gift card and I am not even sure why you're calling it a gift card, because this coupon code cannot be combined with any offers which is nothing like a gift cardA gift card has no restrictions Regards, [redacted] ***
Dear Revdex.com, Our records indicate that we Dell representative [redacted] has reached back out to the customerThe representative will honor the offer of the upgraded system that was offeredWe respectfully decline the customer’s request for additional warrantyThe customer may reach the representative by emailing at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [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] ***
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] ***
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 repaired We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative 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 by the customer to the messages left by our representative We remain available to assist and ask that the customer contact our representative at [redacted] @Dell.com.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, [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
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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] **Our records indicate the repairs have been completed and the system returned to the customerOur representative has been in contact with the customer, who confirms the system has been received and the issues have been resolvedWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because:What in the world is wrong with this company? I talked to [redacted] or whatever his name is for EXHAUSTING MINUTES last weekNow the response is to claim that I did speak with the company??? UNTRUE.There is pattern with this company: LIES followed by LIESAll putting all of the responsibility on the customer for DELL'S LIES and MISTAKESThere's a reason why they have atrocious reviews everywhere online.Revdex.com, this is the worst big company I have ever dealt withIt makes you wonder what the purpose of the Revdex.com is if there is no distinction between the best and worst companiesAll big companies must buy off their A reviewsIt's a scamDell never has to be ethical--and the Revdex.com should be holding their feet to the fireThey are literally lying about not being able to speak with meThey also keep referring to the WRONG order number--the TV I returned and not the one I was promised a credit onThey are trying to paint me as, I don't know, making this up, or not understanding, or even trying to get credits I don't deserveTHEY ARE IN THE WRONGTHEY HAVE SYSTEMATICALLY LIED throughout this whole processAs for Dell, it's pointless to even point out all of the BS and unethical behavior from this issueBut here's what I've learned:Dell does not pay for their mistakesCustomers doThen they lieCustomer service can say whatever they wantDell does NOTHING for the inconvenience of something I did not orderIn fact, they LIE, LIE, and LIE again, claiming that what was explained to me VERY CLEARLY the first time was a "miscommunication." Well, if you charge me for something I didn't order, that's Dell's problemWhy am I paying? Why am I responsible for taking off work to accept the TV and then taking off work to make sure it's properly returned? If you send me something I'm responsible for returning, that's Dell's error If you don't credit my credit card for over a month (I still don't have a credit), that's a financial consequence to me for Dell's mistakeWhy am I literally paying for your error (ever heard of credit card interest)? If your customer service people LIE, there's no remedyEither way, I was promised $for the inconvenience of having to deal with all of this, and now it's been made very clear to me that Dell does not care at all for customers and takes absolutely zero responsibility for its mistakesAdd it up: two vacation days from work, $on my credit card (plus interest), many hours spent on chat, email, and on Revdex.comThat is worth nothing to Dell! It's telling that the ONLY credit they are saying the offered is a 3.5% credit for keeping a TV I didn't order, only told to me weeks after the TV was returned (translation: I couldn't do it anyway, so effectively there was no credit offered for anything)Anyone who's reading this, and anyone who works for this corrupt company, should be ashamedIt's really sad to me that the final response from this company IS A [redacted] LIE! You can't even admit that you did nothing to try to assuage this issueYou have to lie to the Revdex.com and to me??? Say that I didn't even talk to this parrot [redacted] ? AbsurdThis company deserves an F- in every way 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
Today’s Date: 08/17/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 technical concerns with her Dell system and has stated they will only accept a refundAt this time the agent had contacted the customer and offered to troubleshoot the matter on the customer system which is now over three years oldThe customer has declined troubleshooting and requests only a refundThe unit was purchased in April and a refund is not possible, additionally Dell must troubleshoot the system first in order to determine where the issue is centered aroundAccording to the terms and conditions of the Dell warranty, troubleshooting must first be performed to determine a root cause be it software or hardwareThe customer may read the terms and conditions from the link provided [redacted] "Upon contacting Dell, you will be required to engage in a remote diagnosis session to help determine the cause of your issueRemote diagnosis may involve customer access to the inside of the product and multiple or extended sessions." We thank the customer for their time and patience during this processThe customer may contact the representative at [redacted] @Dell.com should they reconsider troubleshooting the system in order to work towards an amicable resolution 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 his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, Dell representatives have been in contact with the customer and, for customer satisfaction reasons, processed a full system exchange as the customer requested The customer may 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: 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]
Complaint: [redacted] I am rejecting this response because:If anyone there could understand plain english, I never received my order. Why do they claim I can return for a refund, both incorrect units have been returned.I have never received my original purchase price for the canceled order.What part of that is hard to understand.Both units they sent where not what I ordered plain and simple, mistake was theirs. They told me that the order was canceled after the second time they sent the wrong unit, but I have not received my credit for the original bill. Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell’s response We regret any dissatisfaction he may have experienced and appreciate the feedback provided Our records indicate, since the date of the original submission, that a Dell representative contacted the customer to discuss his concerns Our representative advised the customer that his warranty had expired and, as a one-time gesture for customer satisfaction reasons, that Dell would provide a service dispatch to replace the keyboard but that any subsequent service would be fee-based Dell provided the service dispatch and the customer subsequently reported that his keyboard would not light up Our representative advised of the keystrokes necessary to enable this feature If the customer still needs assistance, we ask that he contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative Shubha is attempting to reach the customer to arrange another pick up or provide another return labelThe representative can be reached by email at [redacted] @Dell.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
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 experienceThe representative [redacted] contacted the customer and authorized a full refund for the orderThe representative followed up that the credit has posted and will reflect on his next billing statementPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely 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] ***
Today’s Date: 07/31/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 correspondenceWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:The business decided to send me a $off $or more purchase instead of a egift card that was outlined in the promotion of my orderThat is not the same as a gift card and I am not even sure why you're calling it a gift card, because this coupon code cannot be combined with any offers which is nothing like a gift cardA gift card has no restrictions Regards, [redacted] ***