Dear RevDex.com, Thank you for the opportunity to address the correspondence submitted by Mr. [redacted] . Our representative, ***, contacted Mr. [redacted] , who confirmed the credit has been applied to the gift card. We regret any dissatisfaction Mr. [redacted] may have... experienced and appreciate the feedback provided regarding his Dell Experience. [redacted] may be contacted via email at [redacted] @Dell.com. Sincerely, Advanced Resolution Group Incident ID: [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. It looks like Dell is finally taking action to resolve this issue, after hours of wrangling with them. You can close this issue, but I won’t be recommending Dell anytime soon. Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsThe representative worked with our account verification team to resolve this matterOur records show that the credit for order# [redacted] has been posted to the original form of payment, which should reflect on her next billing statementThe representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [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: Dell has continued to condone dishonesty by its employeesWhen presented with physical, written evidence of an employee lying to me, Dell customer service kept repeating the same phrases, over and over againThey made no mention of misrepresentation or blatant dishonesty by the employee.As they have made completely clear that they are not willing to make things right, this complaint will need to be marked as unresolvedI will not accept any of their resolutions as it explicitly is condoning business practices that are not only dishonest, but in direct violation of US lawsThe person I talked to-- [redacted] ***--was rude, abrasive, and refused to acknowledge any wrong on Dell's partThey are a company I will not be doing business with againTheir executive support team is awfulThey deserve an "F" rating from Revdex.com on this one Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: the response has nothing to do with my complaint Since Dell is unwilling to honor the order, I would hope they could extend the $coupon that expires in ten days Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative explained the terms of sale and limited hardware warranty, which does not cover accidental damageOur records show that the unit was sent to depot for evaluation and they discovered accidental damagePlease note that Mr [redacted] elected not to provide an authorization for billable repairs; therefore, the unit was sent back unrepairedHis request for replacement or refund was respectfully deniedWe 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 [email protected], 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 rebuttal filed with your office by the customerDell records show the customer has only had one service dispatch done on the system in October If the customer is concerned about falling out of warranty he does have the option of purchasing an extended warrantyWe have included the link to the customer warranty information: [redacted] As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting [redacted] t or for online assistance at [redacted] Sincerely, Advanced Resolution Group FID # [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I completely understood that Dell had a pricing mistake on their site and choose to recall the package that was shipped to me and I never received; I have no qualms with that.The problem is that Dell held onto my money for days before issuing a refund, even after telling me that it would be refunded within business days of them receiving the package back at their facilitiesThe only reason I knew something was going on was I was watching the UPS tracking and noticed that someone had changed the delivery addressUntil I contacted Dell for the 3rd time, I though the shipment had been re-routed fraudulently by someone else trying to steal the package.Dell's customer support has been a nightmare throughout this, in fact their own online system still shows the order as having been delivered to my home shipping address (see attachment).I'm not disgruntled that I didn't receive my order and understand completely why they did the recall; the problem is with their lack of customer service, leaving customers in the dark, and poor handling of the situation 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 concernsPlease note that our records do not support the gift card amounts provided by Ms***Our representative informed Ms [redacted] that Dell did not charge her for cancelled orders, which were placed in February Furthermore, Ms [redacted] purchased the gift cards from a retailer; therefore, credits are governed by the policies of the retailer where the gift card was purchasedHer request for refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] _***@Dell.com, in case Ms [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 rebuttal filed with your office by the customerThank you for providing a copy of the submissionOur records do not reflect the customers’ rebuttal commentsThe Dell Representative [redacted] has followed up with the Mr [redacted] confirmed system has been received into the depot and repairs have begunThe representative will follow up once return shipping information is availableThe representative can be reached by emailing [redacted] @Dell.com Sincerely, 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 recently contacted Mr [redacted] regarding his concernsAfter further review, our representative issued a product return for order# [redacted] Our records show that the credit has been posted to the original form of paymentOur representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] _***@Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I am not dealing with that individualHes unprofessional, rude, doesn't speak proper English and he resolves nothingThey owe me a TV that isn't damagedThey can send someone out to replace this one with the SAME MODEL but that isn't rusting on the connectionsThey as well can assign someone that speaks English so I don't need an interpreter to understandI speak great English but I do not translateThey sent me a damaged TV in order to get me to stop the requestThe TV has rust on the connections which means salt or something that caused this also got into the TVThat is common sense if it was left some where, where it was able to get on metalThere is delicate electronics on the inside of this TVWhich means they as well have salt or whatever it is that cause this happen, on themThey owe me what I paid for which was a NEW TV that wasn't damaged Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerOur records indicate that pictures were offered to the customer of the system with the liquid spillageAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # [redacted] Dell
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 Our records indicate Dell representative; [redacted] has researched the matter for the customer [redacted] has explained to the customer the shipment had initially been shipped to the wrong address, however Dell had submitted a Change of Address Form to Federal Express to correct the delivery address [redacted] has provided the customer with proof of delivery and has asked them to confirm receipt; but there has been no response by the customer Rajeev’s last message to the customer was to invite them to call or email him if they should need any further assistance in this matter Please have the customer contact our representative directly by email at [redacted] and [redacted] will be happy to assist them Sincerely, Executive Support Team Incident ID# [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 This should not have taken a Revdex.com report to gt a resolution but it is now resolvedBut I will do no further business with Dell due to the issue here & the more major issue of Warren repair issues Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative worked with our account verification and gift card teams to resolve this matterOur records show that the credit has been posted the original form of paymentOur representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns in regards to this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] As a one-time goodwill gesture, our representative, [redacted] , processed a credit and Mr [redacted] verifies it has been receivedWe regret any dissatisfaction Mr [redacted] have experienced and appreciate the feedback provided regarding his Dell Experience [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, [redacted] , contacted Mr [redacted] and offered, according to the terms and conditions of the Dell Limited Warranty, an exchangeMr [redacted] accepted the offer and confirmed his shipping address [redacted] processed EXG # [redacted] and our records indicate the replacement system has been delivered on FedEx # [redacted] We regret the dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell experience [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Revdex.com: Please keep this complaint open until we have received a working computer from Dell They have kindly attempted to repair it several times but it still does not work Once we have received the working refurbished replacement we will be happy to close the complaint.Best Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur records show that that the credit for order# [redacted] has been posted to the original form of paymentOur representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear RevDex.com, Thank you for the opportunity to address the correspondence submitted by Mr. [redacted] . Our representative, ***, contacted Mr. [redacted] , who confirmed the credit has been applied to the gift card. We regret any dissatisfaction Mr. [redacted] may have... experienced and appreciate the feedback provided regarding his Dell Experience. [redacted] may be contacted via email at [redacted] @Dell.com. Sincerely, Advanced Resolution Group Incident ID: [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. It looks like Dell is finally taking action to resolve this issue, after hours of wrangling with them. You can close this issue, but I won’t be recommending Dell anytime soon. Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsThe representative worked with our account verification team to resolve this matterOur records show that the credit for order# [redacted] has been posted to the original form of payment, which should reflect on her next billing statementThe representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [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: Dell has continued to condone dishonesty by its employeesWhen presented with physical, written evidence of an employee lying to me, Dell customer service kept repeating the same phrases, over and over againThey made no mention of misrepresentation or blatant dishonesty by the employee.As they have made completely clear that they are not willing to make things right, this complaint will need to be marked as unresolvedI will not accept any of their resolutions as it explicitly is condoning business practices that are not only dishonest, but in direct violation of US lawsThe person I talked to-- [redacted] ***--was rude, abrasive, and refused to acknowledge any wrong on Dell's partThey are a company I will not be doing business with againTheir executive support team is awfulThey deserve an "F" rating from Revdex.com on this one Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: the response has nothing to do with my complaint Since Dell is unwilling to honor the order, I would hope they could extend the $coupon that expires in ten days Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative explained the terms of sale and limited hardware warranty, which does not cover accidental damageOur records show that the unit was sent to depot for evaluation and they discovered accidental damagePlease note that Mr [redacted] elected not to provide an authorization for billable repairs; therefore, the unit was sent back unrepairedHis request for replacement or refund was respectfully deniedWe 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 [email protected], 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 rebuttal filed with your office by the customerDell records show the customer has only had one service dispatch done on the system in October If the customer is concerned about falling out of warranty he does have the option of purchasing an extended warrantyWe have included the link to the customer warranty information: [redacted] As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting [redacted] t or for online assistance at [redacted] Sincerely, Advanced Resolution Group FID # [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I completely understood that Dell had a pricing mistake on their site and choose to recall the package that was shipped to me and I never received; I have no qualms with that.The problem is that Dell held onto my money for days before issuing a refund, even after telling me that it would be refunded within business days of them receiving the package back at their facilitiesThe only reason I knew something was going on was I was watching the UPS tracking and noticed that someone had changed the delivery addressUntil I contacted Dell for the 3rd time, I though the shipment had been re-routed fraudulently by someone else trying to steal the package.Dell's customer support has been a nightmare throughout this, in fact their own online system still shows the order as having been delivered to my home shipping address (see attachment).I'm not disgruntled that I didn't receive my order and understand completely why they did the recall; the problem is with their lack of customer service, leaving customers in the dark, and poor handling of the situation 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 concernsPlease note that our records do not support the gift card amounts provided by Ms***Our representative informed Ms [redacted] that Dell did not charge her for cancelled orders, which were placed in February Furthermore, Ms [redacted] purchased the gift cards from a retailer; therefore, credits are governed by the policies of the retailer where the gift card was purchasedHer request for refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] _***@Dell.com, in case Ms [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 rebuttal filed with your office by the customerThank you for providing a copy of the submissionOur records do not reflect the customers’ rebuttal commentsThe Dell Representative [redacted] has followed up with the Mr [redacted] confirmed system has been received into the depot and repairs have begunThe representative will follow up once return shipping information is availableThe representative can be reached by emailing [redacted] @Dell.com Sincerely, 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 recently contacted Mr [redacted] regarding his concernsAfter further review, our representative issued a product return for order# [redacted] Our records show that the credit has been posted to the original form of paymentOur representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] _***@Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I am not dealing with that individualHes unprofessional, rude, doesn't speak proper English and he resolves nothingThey owe me a TV that isn't damagedThey can send someone out to replace this one with the SAME MODEL but that isn't rusting on the connectionsThey as well can assign someone that speaks English so I don't need an interpreter to understandI speak great English but I do not translateThey sent me a damaged TV in order to get me to stop the requestThe TV has rust on the connections which means salt or something that caused this also got into the TVThat is common sense if it was left some where, where it was able to get on metalThere is delicate electronics on the inside of this TVWhich means they as well have salt or whatever it is that cause this happen, on themThey owe me what I paid for which was a NEW TV that wasn't damaged Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerOur records indicate that pictures were offered to the customer of the system with the liquid spillageAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # [redacted] Dell
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 Our records indicate Dell representative; [redacted] has researched the matter for the customer [redacted] has explained to the customer the shipment had initially been shipped to the wrong address, however Dell had submitted a Change of Address Form to Federal Express to correct the delivery address [redacted] has provided the customer with proof of delivery and has asked them to confirm receipt; but there has been no response by the customer Rajeev’s last message to the customer was to invite them to call or email him if they should need any further assistance in this matter Please have the customer contact our representative directly by email at [redacted] and [redacted] will be happy to assist them Sincerely, Executive Support Team Incident ID# [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 This should not have taken a Revdex.com report to gt a resolution but it is now resolvedBut I will do no further business with Dell due to the issue here & the more major issue of Warren repair issues Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative worked with our account verification and gift card teams to resolve this matterOur records show that the credit has been posted the original form of paymentOur representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns in regards to this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] As a one-time goodwill gesture, our representative, [redacted] , processed a credit and Mr [redacted] verifies it has been receivedWe regret any dissatisfaction Mr [redacted] have experienced and appreciate the feedback provided regarding his Dell Experience [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, [redacted] , contacted Mr [redacted] and offered, according to the terms and conditions of the Dell Limited Warranty, an exchangeMr [redacted] accepted the offer and confirmed his shipping address [redacted] processed EXG # [redacted] and our records indicate the replacement system has been delivered on FedEx # [redacted] We regret the dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell experience [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Revdex.com: Please keep this complaint open until we have received a working computer from Dell They have kindly attempted to repair it several times but it still does not work Once we have received the working refurbished replacement we will be happy to close the complaint.Best Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur records show that that the credit for order# [redacted] has been posted to the original form of paymentOur representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc