Dear Revdex.com, Thank you for providing a copy of the customer’s follsubmission. Customer expressed dissatisfaction with her computer and wants a refund. We regret any dissatisfaction she may have experienced and appreciate the feedback provided. Dell records indicate the computer was purchased from a third party so a return to Dell for a refund would not be an option. A review of the customer’s Dell account does not reflect that the issues described by the customer have been reported to Dell. Since the date of the follow up submission, a Dell representative contacted the customer to discuss her concerns and assist in resolving the technical issues. Our representative offered depot repair services to diagnose and resolve the problem. Upon follow-up, the customer told our representative that she is returning the computer to *** for a refund. We ask that she contact our representative at ***@Dell.com should there be any further questions regarding this matter Sincerely, Executive Support Team Incident ID: *** Dell Inc
Complaint: ***
I am rejecting this response because: My primary response to the Dell, representative, was via email as it was too difficult to reach him via phoneThe representative and I have been in contact exactly timesI placed a second order of the exact same product and it too was cancelledAt this time I refuse to provide anymore time to place an order for a laptop at Dell I thanked the Dell representative for his time and I remain unsatisfied
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsMr*** informed our representative that the credit for order# *** has been
processed by DFS (Dell Financial Services) and considers this matter closedWe 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 ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell service and support and wants his computer repaired or replaced We regret any miscommunication which may have occurred and appreciate the feedback
Dell records indicate the computer was out of warranty when Mr*** called for warranty support however, as a one-time gesture for customer satisfaction reasons, a dispatch for Dell’s Repair Depot was initiated to repair the computer under the terms of the warranty Dell’s Limited Hardware Warranty covers hardware components that fail during use and does not cover physical damage to the hardware components Our Depot technicians discovered multiple components were physically damaged or cracked and returned the computer to Mr*** because the damage would not be covered under warranty support and the cost of repairs would be more than the cost of the computer Since the date of the submission, a Dell representative contacted Mr***, provided information regarding the terms of the warranty and denied the requests for free repair or replacement of the computer Our representative offered a five percent (5%) refund if Mr*** wanted to purchase a new computer from Dell however he declined this optionWe ask that Mr*** contact our representative should there be any further questions regarding this matter Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com, Our records indicate that *** has been in contact with the customerThe representative explained a return for refund is not an option that the customer purchased from *** ***The customer can go to the store he purchased from and discuss the return with *** *** but Dell cannot authorize a returnThe representative remains available should the customer wish to accept a new system exchangeThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** 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 *** has explained that the customers warranty expired on 11/8/We cannot continue to leave a service request open with no expiration dateAt this time we will allow another week to for the customer to have the system shipped but it must be received at the depot by 11/13/The representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** **A Dell representative recently contacted Mr** regarding his concernsOur representative informed him of the terms and conditions of gift cards
***
Mr** confirmed that he received the gift card and the issue has been resolvedWe 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 ***@Dell.com, in case MrHu has any further concerns regarding this case.
Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ** ***z. Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; *** has authorized the customer’s system sent to the Dell Depot for repair in order to resolve the customer’s technical issues. The system’s Liquid Crystal Display, (LCD) Panel has been replaced. Mr*** has received and reported the system is working as intended. The customer has our representative’s contact information should they need any further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative, ***, has attempted to contact ***, who has not responded to multiple attempts*** remains available and may be contacted via email at
***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** Dell was able to merge my gift cards so that I was able to use them all in one order Dell also worked with me to give me access to a sale that had just ended that I wasn't able to partake in because of these gift card issues I am satisfied to the point of I was able to order my computer I am not satisfied about how their support jerked me around for nine months about merging gift cards together I should have to spend well over twenty hours on the phone between departments who all say "this isn't our job" and immediately transfer you to someone else I have never in my life been treated so consistently badly by a company and been so depressed when I realizing that I had to call them again And then in the end when I asked for compensation for all the time I had to put in to get this resolved, I was told "we cant discount this product any more because it is already discounted too much" (even though they were giving me the sale price from the previous week that I couldn't take advantage of because of their people not being able to merge the gift cards correctly...for the past months).Dell has resolved the current issue of the gift cards, but the damage they have done to their reputation and their relationship to this customer was not
Regards,
*** ***
Complaint: ***
I am rejecting this response because:As stated in my original case information, no where
was it stated in the Holiday policy this didn't apply to laptops purchased from Dell(business) versus Dell(consumer), which by the way is the same website (just different paths).I still stand by my statement that this policy is deceptive and will contact my credit card company and pursue other options
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative contacted the customer and confirmed the replacement charger has been receivedWe regret any dissatisfaction which may have been experienced and appreciate the
feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Today’s Date: 03/01/2016 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, *** ***, to address the contents of their correspondenceThe
customer states concerns with a monitor purchasedAt this time the agent has advised the customer that the manufacturer of the monitor is responsible for any service requiredThe agent provided the customer with the manufacturer contact informationDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with communication and processing expectations for a refundWe regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the
date of the submission, a Dell representative contacted Mr*** to discuss his concerns and provide assistance A partial refund had been processed and our representative initiated action to provide the balance of the credit due Subsequently our representative followed up to inform Mr*** that the refund has been processed He should see this reflected on his next monthly billing statement Mr*** may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Today’s Date: 05/15/2015Dear 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, *** ***, to address the contents of their correspondenceAt this time the
customers technical matter has been resolvedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any questions or concerns in the matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsThe representative worked with our order verification team to resolve this matterOur
records show that order# *** was delivered on August 11, under FedEx Tracking # *** and order# *** was delivered on August 12, under FedEx Tracking # ***The representative also followwith Mr*** 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 ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
A Dell representative is continuing to work with *** to achieve an amicable resolution for her concernsAn onsite service was completed on June 27th, Our representative may be reached directly via e-mail at ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any miscommunication which may have occurred and appreciate the feedback Dell records
indicate a refund has posted to the customer’s account on November 14, 2016, and is being returned to the original form of payment within five (5) business days The customer should see this reflected on their next monthly billing statement Since the date of the submission, a Dell representative contacted the customer to provide this update We ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Our records indicate that Dell representative *** has been in contact with the customer in regards to this situationThe representative respectfully declined the customer request for a refund and explained the customer would need to check with the retailerThe representative authorized a depot service and confirmed box was deliveredThe representative followed up several times to confirm the customer is sending system in but has not received a responseWe remain available to assist the customerPlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matterSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Thank you for providing a copy of the customer’s follsubmission. Customer expressed dissatisfaction with her computer and wants a refund. We regret any dissatisfaction she may have experienced and appreciate the feedback provided. Dell records indicate the computer was purchased from a third party so a return to Dell for a refund would not be an option. A review of the customer’s Dell account does not reflect that the issues described by the customer have been reported to Dell. Since the date of the follow up submission, a Dell representative contacted the customer to discuss her concerns and assist in resolving the technical issues. Our representative offered depot repair services to diagnose and resolve the problem. Upon follow-up, the customer told our representative that she is returning the computer to *** for a refund. We ask that she contact our representative at ***@Dell.com should there be any further questions regarding this matter Sincerely, Executive Support Team Incident ID: *** Dell Inc
Complaint: ***
I am rejecting this response because: My primary response to the Dell, representative, was via email as it was too difficult to reach him via phoneThe representative and I have been in contact exactly timesI placed a second order of the exact same product and it too was cancelledAt this time I refuse to provide anymore time to place an order for a laptop at Dell I thanked the Dell representative for his time and I remain unsatisfied
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsMr*** informed our representative that the credit for order# *** has been
processed by DFS (Dell Financial Services) and considers this matter closedWe 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 ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell service and support and wants his computer repaired or replaced We regret any miscommunication which may have occurred and appreciate the feedback
Dell records indicate the computer was out of warranty when Mr*** called for warranty support however, as a one-time gesture for customer satisfaction reasons, a dispatch for Dell’s Repair Depot was initiated to repair the computer under the terms of the warranty Dell’s Limited Hardware Warranty covers hardware components that fail during use and does not cover physical damage to the hardware components Our Depot technicians discovered multiple components were physically damaged or cracked and returned the computer to Mr*** because the damage would not be covered under warranty support and the cost of repairs would be more than the cost of the computer Since the date of the submission, a Dell representative contacted Mr***, provided information regarding the terms of the warranty and denied the requests for free repair or replacement of the computer Our representative offered a five percent (5%) refund if Mr*** wanted to purchase a new computer from Dell however he declined this optionWe ask that Mr*** contact our representative should there be any further questions regarding this matter Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com, Our records indicate that *** has been in contact with the customerThe representative explained a return for refund is not an option that the customer purchased from *** ***The customer can go to the store he purchased from and discuss the return with *** *** but Dell cannot authorize a returnThe representative remains available should the customer wish to accept a new system exchangeThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** 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 *** has explained that the customers warranty expired on 11/8/We cannot continue to leave a service request open with no expiration dateAt this time we will allow another week to for the customer to have the system shipped but it must be received at the depot by 11/13/The representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** **A Dell representative recently contacted Mr** regarding his concernsOur representative informed him of the terms and conditions of gift cards
***
Mr** confirmed that he received the gift card and the issue has been resolvedWe 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 ***@Dell.com, in case MrHu has any further concerns regarding this case.
Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ** ***z. Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; *** has authorized the customer’s system sent to the Dell Depot for repair in order to resolve the customer’s technical issues. The system’s Liquid Crystal Display, (LCD) Panel has been replaced. Mr*** has received and reported the system is working as intended. The customer has our representative’s contact information should they need any further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Complaint: ***
I am rejecting this response because: I haven't got the final solution and haven't received the refund
Regards,
*** **
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative, ***, has attempted to contact ***, who has not responded to multiple attempts*** remains available and may be contacted via email at
***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** Dell was able to merge my gift cards so that I was able to use them all in one order Dell also worked with me to give me access to a sale that had just ended that I wasn't able to partake in because of these gift card issues I am satisfied to the point of I was able to order my computer I am not satisfied about how their support jerked me around for nine months about merging gift cards together I should have to spend well over twenty hours on the phone between departments who all say "this isn't our job" and immediately transfer you to someone else I have never in my life been treated so consistently badly by a company and been so depressed when I realizing that I had to call them again And then in the end when I asked for compensation for all the time I had to put in to get this resolved, I was told "we cant discount this product any more because it is already discounted too much" (even though they were giving me the sale price from the previous week that I couldn't take advantage of because of their people not being able to merge the gift cards correctly...for the past months).Dell has resolved the current issue of the gift cards, but the damage they have done to their reputation and their relationship to this customer was not
Regards,
*** ***
Complaint: ***
I am rejecting this response because:As stated in my original case information, no where
was it stated in the Holiday policy this didn't apply to laptops purchased from Dell(business) versus Dell(consumer), which by the way is the same website (just different paths).I still stand by my statement that this policy is deceptive and will contact my credit card company and pursue other options
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative contacted the customer and confirmed the replacement charger has been receivedWe regret any dissatisfaction which may have been experienced and appreciate the
feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Today’s Date: 03/01/2016 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, *** ***, to address the contents of their correspondenceThe
customer states concerns with a monitor purchasedAt this time the agent has advised the customer that the manufacturer of the monitor is responsible for any service requiredThe agent provided the customer with the manufacturer contact informationDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with communication and processing expectations for a refundWe regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the
date of the submission, a Dell representative contacted Mr*** to discuss his concerns and provide assistance A partial refund had been processed and our representative initiated action to provide the balance of the credit due Subsequently our representative followed up to inform Mr*** that the refund has been processed He should see this reflected on his next monthly billing statement Mr*** may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Today’s Date: 05/15/2015Dear 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, *** ***, to address the contents of their correspondenceAt this time the
customers technical matter has been resolvedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any questions or concerns in the matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsThe representative worked with our order verification team to resolve this matterOur
records show that order# *** was delivered on August 11, under FedEx Tracking # *** and order# *** was delivered on August 12, under FedEx Tracking # ***The representative also followwith Mr*** 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 ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
A Dell representative is continuing to work with *** to achieve an amicable resolution for her concernsAn onsite service was completed on June 27th, Our representative may be reached directly via e-mail at ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any miscommunication which may have occurred and appreciate the feedback Dell records
indicate a refund has posted to the customer’s account on November 14, 2016, and is being returned to the original form of payment within five (5) business days The customer should see this reflected on their next monthly billing statement Since the date of the submission, a Dell representative contacted the customer to provide this update We ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Our records indicate that Dell representative *** has been in contact with the customer in regards to this situationThe representative respectfully declined the customer request for a refund and explained the customer would need to check with the retailerThe representative authorized a depot service and confirmed box was deliveredThe representative followed up several times to confirm the customer is sending system in but has not received a responseWe remain available to assist the customerPlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matterSincerely Advanced Resolution Group Incident *** Dell Inc