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. Although my request wasn't completely met, I feel it's best to move on. In reading the response by the company, it would appear by a third party that Dell speaks and reacts in a cordial and professional manner which was not the case. I would like to thank the BBB for your assistance and support during this negative experience. Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: 10% offer was clearly an attempted insult since the previous 50% (5x 10%) offer initiated the incident. Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Yes, part of the gift cards are redeemed on other orders. But there should be remaining balance on each gift card. There should be $544.71 on gift card [redacted] , $579.01 on card 6035710411102362696and $544.71 on card [redacted] . 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 representative, ***, contacted the customer authorized the return and expedited the credit processThe representative followed up that the credit has closed and will reflect on the next billing cycleWe remain available to assist the customer if there are any further concerns the representative can be reached by email [redacted] @Dell.comAdvanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionWe show the credits have posted to his Dell Financial account which was the original mode of paymentThese credits will reflect on March’s billing statement or the customer can go online to his Dell Financial account to reviewAdvanced Resolution Group Incident [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 submissionThe representative [redacted] has followed up with the customer confirmed delivery of the repaired systemThe customer indicated he still needed additional time to test the system due to the holidayWe remain available to assist the customer under the terms of the warrantyThe representative by emailing at [redacted] @Dell.com Sincerely, Advanced Resolution Group INC# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have never stated that there was a crack anywhere on the laptopA Dell tech is the one that deleted drivers in my computer causing me to have to reload the computer, then they sent a USB drive with missing driversThe only help I received was from a gentlemen that helped get the proper drivers backI am sure they can pull that callI tried very unsuccessfully to renew my warranty before it was upSadly, I did indeed get the same man that was so rude but used a different nameHe stated that the deal from before still stood and now I he wanted an extra $on top of that since the warranty was now expiredThe man that called about my complaints simply said he could only pass them on for purposesSo, my hours of phone time, reloading my computer, not getting my factory programs back was for nothingHe stated that I didn't follow up on the fan issue which was my first complaint and they had me send my computer to Texas and had a tech come hereThat is now trueThey told the tech they would NOT pay for the new mother and fanI will continue to fight this and be in touch with others who have issues with Dell and get in touch with other agencies as wellThey refuse to do anything which I am sure the Revdex.com knows as Dell does not have a good reputation for helping or manner when it comes to customersThey have been fighting me since day oneSince they will not help, they lied when I said there was a crack in the computer, send me a USB with missing and needed drivers and keep giving me different prices on the warranty because it is commission based, I will not let this go 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 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 explained to the customer that the advertised price for the computer was for a business customer and not a consumer customer Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
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 informed him of the terms and conditions of Gift Cards [redacted] Mr [redacted] confirmed that he received two gift cards in the amount of $eachAfter further review, our representative issued an additional coupon for $and 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
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 the product was purchased from a retailer; therefore, returns are governed by the policies of the retailer where the product was purchasedOur representative also explained the terms of limited hardware warranty, and return policy (applies only to purchases directly from Dell) http:// [redacted] http:// [redacted] His request for unlike upgraded replacement or refund was respectfully denied Mr [redacted] stated that he will return the unit to retailer for a refundWe 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] , in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative explained the terms and condition of sale and the return policyAs a gesture of goodwill and in the interest of customer satisfaction, a product return for order# [redacted] was processedPlease note that the credit has been posted to the original form of paymentOur representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this caseSincerely,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 submissionThe representative [redacted] will work with the customer until a final resolution is foundDue to the holiday there has been a delay in the resolutionAt this time the representative is waiting for the customer to respond to the voice message or emailOur representative may be contacted directly by e-mail at [redacted] @DELL.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
Dear Revdex.com, Our records indicate that Dell representative [redacted] has remained in contact with the customerA return shipping label has been provided for the customer to return one of the systemsOnce the system is in transit back to Dell another exchange can be authorizedAt this time the representative is waiting for the customer to confirm shipmentWe ask that the customer follow up with the representative by emailing [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [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 concernsThe representative worked with our account verification team to resolve this matterAs a gesture of goodwill and in the interest of customer satisfaction, a product return for order# [redacted] was processedOur records show that the credit has been posted to the original form of payment, which should reflect on his next billing statementHis request for compensation was respectfully deniedWe 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 DrMolly M [redacted] Customer expressed dissatisfaction with Dell service and support and wants the product serviced or replacedWe 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 assistanceOur representative explained the terms of the Limited Hardware Warranty and processed an onsite serviceOur records indicate that the service was completed on February 7, Should DrM [redacted] have any additional concerns regarding this case, she can reach out to Dell by phone, email or chat by visiting [redacted] or for online assistance at [redacted] Sincerely,Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] * [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative explained the terms of sale and limited hardware warrantyAfter further review, our representative processed a replacement unitOur records show that the replacement delivered to Ms [redacted] on December 15th, under Purolator tracking # [redacted] Our representative also followwith Ms [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via 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
Complaint: [redacted] I am rejecting this response because:This statement in their response is COMPLETELY, TOTALLY FALSE !!" An order for fee-based software support for one year was purchased and financed via Dell Financial Services (DFS) during October, 2010, due to the customer reporting slow performance issues with her computer. I NEVER had issues and DID NOT ORDER OR GET support !! and they are also incorrect in saying they were NOT notified soon enough . The statement that they told me they could do nothing about it is also totally FALSE! they kept assuring me it would be taken care of 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 submissionOur records indicate the Dell representative; [redacted] has been instrumental in assisting the customer with a replacement Vizio inch Smart TV The customer has received and confirmed the TV is working as intended We apologize for any delays or frustration this matter may have caused our customer We appreciate the customer and the Revdex.com bringing the matter to our attention 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 rebuttal filed with your office by the customerDell records indicate that the customer contacted Dell in late July about the AC AdapterA replacement adapter was shipped and delivered on July The next contact to Dell was November and December at that time the customer was advised she is out of warranty but was offered software support which is a fee based supportIt seems the customer is having Microsoft update issues that type of software support is fee based or the customer is welcome to contact MicrosoftAs 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] or for online assistance at [redacted] Sincerely, Advanced Resolution Group FID # [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission It appears the customer may have misunderstood our representative’s offer to assist in this matter as it is in no way contingent on whether the customer chooses to continue with his Revdex.com complaint or close the complaint Our representative attempted to contact the customer to provide assistance however, the customer indicated communication and any resolution must be processed via the Revdex.com Dell will not be discussing confidential Dell account information via the Revdex.com and no further attempt has been made to reach the customer regarding this case Should the customer still need assistance, we ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
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. Although my request wasn't completely met, I feel it's best to move on. In reading the response by the company, it would appear by a third party that Dell speaks and reacts in a cordial and professional manner which was not the case. I would like to thank the BBB for your assistance and support during this negative experience. Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: 10% offer was clearly an attempted insult since the previous 50% (5x 10%) offer initiated the incident. Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Yes, part of the gift cards are redeemed on other orders. But there should be remaining balance on each gift card. There should be $544.71 on gift card [redacted] , $579.01 on card 6035710411102362696and $544.71 on card [redacted] . 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 representative, ***, contacted the customer authorized the return and expedited the credit processThe representative followed up that the credit has closed and will reflect on the next billing cycleWe remain available to assist the customer if there are any further concerns the representative can be reached by email [redacted] @Dell.comAdvanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionWe show the credits have posted to his Dell Financial account which was the original mode of paymentThese credits will reflect on March’s billing statement or the customer can go online to his Dell Financial account to reviewAdvanced Resolution Group Incident [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 submissionThe representative [redacted] has followed up with the customer confirmed delivery of the repaired systemThe customer indicated he still needed additional time to test the system due to the holidayWe remain available to assist the customer under the terms of the warrantyThe representative by emailing at [redacted] @Dell.com Sincerely, Advanced Resolution Group INC# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have never stated that there was a crack anywhere on the laptopA Dell tech is the one that deleted drivers in my computer causing me to have to reload the computer, then they sent a USB drive with missing driversThe only help I received was from a gentlemen that helped get the proper drivers backI am sure they can pull that callI tried very unsuccessfully to renew my warranty before it was upSadly, I did indeed get the same man that was so rude but used a different nameHe stated that the deal from before still stood and now I he wanted an extra $on top of that since the warranty was now expiredThe man that called about my complaints simply said he could only pass them on for purposesSo, my hours of phone time, reloading my computer, not getting my factory programs back was for nothingHe stated that I didn't follow up on the fan issue which was my first complaint and they had me send my computer to Texas and had a tech come hereThat is now trueThey told the tech they would NOT pay for the new mother and fanI will continue to fight this and be in touch with others who have issues with Dell and get in touch with other agencies as wellThey refuse to do anything which I am sure the Revdex.com knows as Dell does not have a good reputation for helping or manner when it comes to customersThey have been fighting me since day oneSince they will not help, they lied when I said there was a crack in the computer, send me a USB with missing and needed drivers and keep giving me different prices on the warranty because it is commission based, I will not let this go 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 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 explained to the customer that the advertised price for the computer was for a business customer and not a consumer customer Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
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 informed him of the terms and conditions of Gift Cards [redacted] Mr [redacted] confirmed that he received two gift cards in the amount of $eachAfter further review, our representative issued an additional coupon for $and 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
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 the product was purchased from a retailer; therefore, returns are governed by the policies of the retailer where the product was purchasedOur representative also explained the terms of limited hardware warranty, and return policy (applies only to purchases directly from Dell) http:// [redacted] http:// [redacted] His request for unlike upgraded replacement or refund was respectfully denied Mr [redacted] stated that he will return the unit to retailer for a refundWe 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] , in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative explained the terms and condition of sale and the return policyAs a gesture of goodwill and in the interest of customer satisfaction, a product return for order# [redacted] was processedPlease note that the credit has been posted to the original form of paymentOur representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this caseSincerely,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 submissionThe representative [redacted] will work with the customer until a final resolution is foundDue to the holiday there has been a delay in the resolutionAt this time the representative is waiting for the customer to respond to the voice message or emailOur representative may be contacted directly by e-mail at [redacted] @DELL.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
Dear Revdex.com, Our records indicate that Dell representative [redacted] has remained in contact with the customerA return shipping label has been provided for the customer to return one of the systemsOnce the system is in transit back to Dell another exchange can be authorizedAt this time the representative is waiting for the customer to confirm shipmentWe ask that the customer follow up with the representative by emailing [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [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 concernsThe representative worked with our account verification team to resolve this matterAs a gesture of goodwill and in the interest of customer satisfaction, a product return for order# [redacted] was processedOur records show that the credit has been posted to the original form of payment, which should reflect on his next billing statementHis request for compensation was respectfully deniedWe 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 DrMolly M [redacted] Customer expressed dissatisfaction with Dell service and support and wants the product serviced or replacedWe 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 assistanceOur representative explained the terms of the Limited Hardware Warranty and processed an onsite serviceOur records indicate that the service was completed on February 7, Should DrM [redacted] have any additional concerns regarding this case, she can reach out to Dell by phone, email or chat by visiting [redacted] or for online assistance at [redacted] Sincerely,Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] * [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative explained the terms of sale and limited hardware warrantyAfter further review, our representative processed a replacement unitOur records show that the replacement delivered to Ms [redacted] on December 15th, under Purolator tracking # [redacted] Our representative also followwith Ms [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via 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
Complaint: [redacted] I am rejecting this response because:This statement in their response is COMPLETELY, TOTALLY FALSE !!" An order for fee-based software support for one year was purchased and financed via Dell Financial Services (DFS) during October, 2010, due to the customer reporting slow performance issues with her computer. I NEVER had issues and DID NOT ORDER OR GET support !! and they are also incorrect in saying they were NOT notified soon enough . The statement that they told me they could do nothing about it is also totally FALSE! they kept assuring me it would be taken care of 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 submissionOur records indicate the Dell representative; [redacted] has been instrumental in assisting the customer with a replacement Vizio inch Smart TV The customer has received and confirmed the TV is working as intended We apologize for any delays or frustration this matter may have caused our customer We appreciate the customer and the Revdex.com bringing the matter to our attention 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 rebuttal filed with your office by the customerDell records indicate that the customer contacted Dell in late July about the AC AdapterA replacement adapter was shipped and delivered on July The next contact to Dell was November and December at that time the customer was advised she is out of warranty but was offered software support which is a fee based supportIt seems the customer is having Microsoft update issues that type of software support is fee based or the customer is welcome to contact MicrosoftAs 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] or for online assistance at [redacted] Sincerely, Advanced Resolution Group FID # [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission It appears the customer may have misunderstood our representative’s offer to assist in this matter as it is in no way contingent on whether the customer chooses to continue with his Revdex.com complaint or close the complaint Our representative attempted to contact the customer to provide assistance however, the customer indicated communication and any resolution must be processed via the Revdex.com Dell will not be discussing confidential Dell account information via the Revdex.com and no further attempt has been made to reach the customer regarding this case Should the customer still need assistance, we ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc