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
Thank you for providing a copy of the customer submission A Dell representative, [redacted] , has contacted the customer and is working with them to reach a reasonable resolution The representative can be reached directly by email at [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 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 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: The issue has occurred again and I have so more information on how this is being resolved to other customersI need to speak to [redacted] again and will email him and touch base with him again Regards, [redacted]
Revdex.com: I see the credit on my statement, but have not received the over payment refund in the mail as of yet 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] ***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
Complaint: [redacted] I am rejecting this response because: Although a dell representative has tried to contact me they failed to mention it is at his convienenceEvery time I try to return a phone call or get ahold of their representative, I get sent directly to voicemail and must wait a full day to hear backThey insist on calling me from random private numbers, so I have no clue when he calls or doesn't, I am only left with voicemails and emails that instruct me to call him but when I do I cannot get throughFurthermore, in regards to the attempts to handle this situation I feel Dell is not making a good effort at allThey have seemed to pass this complaint to some customer service company NOT based in the United States when the Dell headquarters is locatedI would expect a company with such a high Revdex.com score would take complaints more seriouslyI believe that this is part of Dell's attempt to make the customer jump through more hoops than needed in hopes of dropping the complaint.Since the day I filed my complaint, I have found other customers that have been taken advantage of by Dell in this same wayThey have gone through the same steps I have when dealing with Dell on the issueI believe that the poor customer service and the attempt to disguise it is a DILIBERATE behavior by DellIn further attempts to resolve this issue can be dealt with through the Revdex.com or by a person who is actually located in the Dell cooperate officeThank you for your time Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***sHe expressed dissatisfaction with communication and processing expectations for his Dell order and wants a tax creditWe regret any dissatisfaction he may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns and provide assistanceOur representative informed him that the tax will be charged based on what the gift card is used to purchase; therefore, Dell has to charge tax upfrontHowever, he will not be charged tax during redemption for the game(s)Our representative also referred him to the Government of Canada and Xbox gift card redemption websites for further details http:// [redacted] http:// [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
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submissionMr [redacted] expressed dissatisfaction with Dell’s response and wants a refundDell records indicate the computer was purchased from a third party so a return to Dell for a refund would not be an optionPer the terms and conditions of Dell’s Limited Hardware Warranty, Dell is not responsible for software or data and the scope of the warranty is limited to diagnosing and repair of covered hardware components which fail during useDuring manufacturing, Dell installs trial versions of software, drivers to operate the hardware as well as software from vendors Driver software is available on Dell’s web site and, for licensed software such as Microsoft, at the software vendor’s siteAs previously indicated, since the date of the original submission, a Dell representative contacted Mr [redacted] to provide assistance and confirm that the computer is functioning as it was designedOur representative provided contact information should Mr [redacted] need follow up assistance or, alternatively, he may contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
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] ***A Dell representative recently contacted Ms [redacted] regarding her concernsThe representative explained the terms and conditions of Dell’s limited hardware warranty, which dictate that software issues are not covered under the warranty [redacted] Please note that our representative also offered assistance; however, Ms [redacted] elected not to accept our offer of assistanceHer request for a replacement unit was respectfully deniedWe 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
Dear RevDex.com, Thank you for providing a copy of the customer’s submissionDell representative [redacted] has been in contact with the customerThe representative explained due to the age of the order a return for credit is not an optionThe representative did authorize a new system exchange which shows it will be delivered on 3/7/The representative will follow up with the customer to confirm receipt and answer any further questions they may have in regards to this matterOur representative provided their contact information and will remain available to assist should the customer need follow up assistance in this matterSincerely, Advanced Resolution Group FID: [redacted] Dell
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’s monitor has been replaced Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] _ [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group 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 processed the customer’s refunds Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting [redacted] or for online assistance at [redacted] Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because: The reason this is even an issue is because of a Dell rep giving me misinformationMy initial warranty covered everything including physical, accidental damageThe thing that you guys are not getting is, I know what I purchased initially and I know what the Dell rep told me I was purchasingHow is it my fault that he selected the wrong warranty option? Yes I did get a receipt, but how as a consumer am I suppose to know what the receipt should say? It said extended warranty, so what else am I suppose to think other than the warranty I purchased initially got extended? If you guys can come up with answers to make this my fault, then by all means I'll accept your response, but if you can't then you guys should do right by you customer and replace the part Regards, [redacted]
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] Thank you for your help in this matter. I appreciate the prompt assistance and hope our business in the future will be pleasant!
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 assisted in getting a new exchange systemThe representative provide shipping information and our records indicate it has been deliveredPlease 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
Complaint: [redacted] I am rejecting this response because: Dell purposely stalled the order until the promotion time ran out so they would not have to sell the computer at the previously advertised price It is not that they do not have any more of these computers, they are now advertising them on sale for $ In addition the only reason that I was able to speak with the Dell rep was because I happened to be working late as they called my daytime phone number at 7:at night probably so they coulld leave voice mail and then claim that they tried to resolve the issue I am appalled that when I look on the Revdex.com website they have an A+ rating when there were 5,complaints with 3,remaining unresolved Dell does nothing to resolve the problems with their terrible customer service and their rating should reflect that so other consumers would be aware of the difficulties that they will face when dealing with them Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the 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
Thank you for providing a copy of the customer submission A Dell representative, [redacted] , has contacted the customer and is working with them to reach a reasonable resolution The representative can be reached directly by email at [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 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 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: The issue has occurred again and I have so more information on how this is being resolved to other customersI need to speak to [redacted] again and will email him and touch base with him again Regards, [redacted]
Revdex.com: I see the credit on my statement, but have not received the over payment refund in the mail as of yet 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] ***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
Complaint: [redacted] I am rejecting this response because: Although a dell representative has tried to contact me they failed to mention it is at his convienenceEvery time I try to return a phone call or get ahold of their representative, I get sent directly to voicemail and must wait a full day to hear backThey insist on calling me from random private numbers, so I have no clue when he calls or doesn't, I am only left with voicemails and emails that instruct me to call him but when I do I cannot get throughFurthermore, in regards to the attempts to handle this situation I feel Dell is not making a good effort at allThey have seemed to pass this complaint to some customer service company NOT based in the United States when the Dell headquarters is locatedI would expect a company with such a high Revdex.com score would take complaints more seriouslyI believe that this is part of Dell's attempt to make the customer jump through more hoops than needed in hopes of dropping the complaint.Since the day I filed my complaint, I have found other customers that have been taken advantage of by Dell in this same wayThey have gone through the same steps I have when dealing with Dell on the issueI believe that the poor customer service and the attempt to disguise it is a DILIBERATE behavior by DellIn further attempts to resolve this issue can be dealt with through the Revdex.com or by a person who is actually located in the Dell cooperate officeThank you for your time Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***sHe expressed dissatisfaction with communication and processing expectations for his Dell order and wants a tax creditWe regret any dissatisfaction he may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns and provide assistanceOur representative informed him that the tax will be charged based on what the gift card is used to purchase; therefore, Dell has to charge tax upfrontHowever, he will not be charged tax during redemption for the game(s)Our representative also referred him to the Government of Canada and Xbox gift card redemption websites for further details http:// [redacted] http:// [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
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submissionMr [redacted] expressed dissatisfaction with Dell’s response and wants a refundDell records indicate the computer was purchased from a third party so a return to Dell for a refund would not be an optionPer the terms and conditions of Dell’s Limited Hardware Warranty, Dell is not responsible for software or data and the scope of the warranty is limited to diagnosing and repair of covered hardware components which fail during useDuring manufacturing, Dell installs trial versions of software, drivers to operate the hardware as well as software from vendors Driver software is available on Dell’s web site and, for licensed software such as Microsoft, at the software vendor’s siteAs previously indicated, since the date of the original submission, a Dell representative contacted Mr [redacted] to provide assistance and confirm that the computer is functioning as it was designedOur representative provided contact information should Mr [redacted] need follow up assistance or, alternatively, he may contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
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] ***A Dell representative recently contacted Ms [redacted] regarding her concernsThe representative explained the terms and conditions of Dell’s limited hardware warranty, which dictate that software issues are not covered under the warranty [redacted] Please note that our representative also offered assistance; however, Ms [redacted] elected not to accept our offer of assistanceHer request for a replacement unit was respectfully deniedWe 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
Dear RevDex.com, Thank you for providing a copy of the customer’s submissionDell representative [redacted] has been in contact with the customerThe representative explained due to the age of the order a return for credit is not an optionThe representative did authorize a new system exchange which shows it will be delivered on 3/7/The representative will follow up with the customer to confirm receipt and answer any further questions they may have in regards to this matterOur representative provided their contact information and will remain available to assist should the customer need follow up assistance in this matterSincerely, Advanced Resolution Group FID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: As of 12/30/I have not been reimbursed for my purchase Regards, [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’s monitor has been replaced Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] _ [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group 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 processed the customer’s refunds Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting [redacted] or for online assistance at [redacted] Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because: The reason this is even an issue is because of a Dell rep giving me misinformationMy initial warranty covered everything including physical, accidental damageThe thing that you guys are not getting is, I know what I purchased initially and I know what the Dell rep told me I was purchasingHow is it my fault that he selected the wrong warranty option? Yes I did get a receipt, but how as a consumer am I suppose to know what the receipt should say? It said extended warranty, so what else am I suppose to think other than the warranty I purchased initially got extended? If you guys can come up with answers to make this my fault, then by all means I'll accept your response, but if you can't then you guys should do right by you customer and replace the part Regards, [redacted]
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] Thank you for your help in this matter. I appreciate the prompt assistance and hope our business in the future will be pleasant!
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 assisted in getting a new exchange systemThe representative provide shipping information and our records indicate it has been deliveredPlease 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
Complaint: [redacted] I am rejecting this response because: Dell purposely stalled the order until the promotion time ran out so they would not have to sell the computer at the previously advertised price It is not that they do not have any more of these computers, they are now advertising them on sale for $ In addition the only reason that I was able to speak with the Dell rep was because I happened to be working late as they called my daytime phone number at 7:at night probably so they coulld leave voice mail and then claim that they tried to resolve the issue I am appalled that when I look on the Revdex.com website they have an A+ rating when there were 5,complaints with 3,remaining unresolved Dell does nothing to resolve the problems with their terrible customer service and their rating should reflect that so other consumers would be aware of the difficulties that they will face when dealing with them Regards, [redacted]