Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has contacted the customer and processed
a creditOur records indicate the credit has been applied to the original form of paymentWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Revdex.com Complaint ID: ***
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,
*** 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. *** has offered the customer a 10% discount on a future purchase to Dell if he wishes to cancel his order. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** * ***Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants it expeditedWe 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 worked with the order verification department to resolve this matterFurthermore, our records indicate that order number *** was delivered to the customer on December 1, under FedEx tracking number ***Our representative also followto confirm resolutionShould Ms*** have any additional concerns regarding this case, she can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact, or for online assistance at www.Dell.com/Support
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
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 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
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, 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,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms. *** regarding her concernsOur representative explained the terms of sale, limited hardware warranty, and return policy
***
***
***
Our records show that the unit was serviced at the depot on July 13, The representative followwith Mr*** and confirmed hardware functionalityPlease note that due to our return policy, her request for refund 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 by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case.
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
Complaint: ***
I am rejecting this response because: I contacted *** *** at dell as indicated in email and spoke to him directly, he indicated that the refund has been requested for another customer and does not pertain to me for the latopthis is the second time I notified dell I was getting bad information
Regards,
*** ***
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 explained the terms & conditions of the limited hardware warranty, which does
not cover accidental damage***Our representative offered fee based depot repair; however, Mr*** elected not to accept our offerHis request for a free repair 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 the Limited Hardware Warranty and our other policiesOur representative may be contacted directly via 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 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
Complaint: ***
I am rejecting this response because: I just sent *** an email stating:"I am available any time after 5PM EST.The exchange order was done so because I was injured by the original unitAt the time I was told this WAS NOT an exchange but rather a whole new unitSo the warranty should take place from the time I received the new computerPer your statement below, 01/12/Dell order # *** was the original informationIf this information was valid then I shouldn't have been able to renew my warranty on 2/6/As my warranty, would have expired 1/12/(see below) However, you can see that I last extended it on 2/6/So this information proves that the warranty date began on 7/28/2011.As previously stated I am looking to PURCHASE one final extended warrantyUnfortunately, if Dell is refusing to do so based upon their published warranty coverage I will be forced to continue my complaint with the Revdex.com and file an additional complaint with the Texas Attorney General's office.I appreciate your help in this matter.Thank you*** ***###-###-####***@hotmail.com"
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,
*** ***
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
Complaint: ***
I am rejecting this response because: This Dell message in the opposite of what I've been told and the terms to which I agreedAfter Mr***'s link didn't solve the problem with Window's Defender, I called in to Dell's tech support IN WARRANTY DEPARTMENT, as I was TOLD THE REPLACEMENT COMPUTER CARRIED (ONLY) A DAY WARRANTY INSTEAD OF THE ONE YEAR WARRANTY INCLUDED WITH EVERY OTHER DELL REFURBISHED COMPUTER (according to other Dell employees)So, after over an hour on the phone, being transferred to different people, I was told there was no indication that there was this warranty! Obviously, someone messed up! I was planning to call the IN WARRANTY DEPARTMENT again today, but I will wait until Monday and give Dell some time to CORRECT THEIR ERROR! Please be advised that my Warranty "clock" should not begin until I HAVE THE BENEFIT OF THE WARRANTYUntil I have the protection of Windows Defender (which oddly is seems to be unable to be activated), I will NOT transfer my personal info to the replacementOnce the security is enabled and I have completed the transfer and I have received from you a box in which to return the old computer, I do gladly do so. Unfortunately, I do not have a suitable box and have no way to get a suitable box in which to safely return the old computerOf course, had the box (with the replacement computer) arrived in better condition WHICH IT DID NOT, this would not be an issue.I would like your confirmation when Dell has corrected the warranty situation so I can proceed with contacting the IN WARRANTY DEPARTMENT and begin to move this lengthy process along.Fyi, there is a possibility I will not be available for about days from Labor Day, so I urge your timely complianceIt is not acceptable to tell me one thing, have me agree to certain terms, and then renege.Thank you.
Regards,
*** ***
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, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell is not responsible for 3rd party software but customer may purchase a fee based software contractDell respectfully denies the customer’s request for a free extended warrantyResolution Group Incident *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative, *** contacted the customer and apologized for the misunderstanding the representative confirmed that a $credit had already been processedThe representative on further review has processed the additional credit and sent the update the customerA credit will reflect on his next billing statementPlease have the customer contact the representative by email at ***@Dell.com if she has any further question or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has contacted the customer and processed
a creditOur records indicate the credit has been applied to the original form of paymentWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Revdex.com Complaint ID: ***
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,
*** 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. *** has offered the customer a 10% discount on a future purchase to Dell if he wishes to cancel his order. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** * ***Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants it expeditedWe 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 worked with the order verification department to resolve this matterFurthermore, our records indicate that order number *** was delivered to the customer on December 1, under FedEx tracking number ***Our representative also followto confirm resolutionShould Ms*** have any additional concerns regarding this case, she can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact, or for online assistance at www.Dell.com/Support
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
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 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
Complaint: ***
I am rejecting this response because: It is not what I asked for and it is still advertising
Regards,
Kaleb Dienelt
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, 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,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms. *** regarding her concernsOur representative explained the terms of sale, limited hardware warranty, and return policy
***
***
***
Our records show that the unit was serviced at the depot on July 13, The representative followwith Mr*** and confirmed hardware functionalityPlease note that due to our return policy, her request for refund 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 by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case.
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
Complaint: ***
I am rejecting this response because: I contacted *** *** at dell as indicated in email and spoke to him directly, he indicated that the refund has been requested for another customer and does not pertain to me for the latopthis is the second time I notified dell I was getting bad information
Regards,
*** ***
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 explained the terms & conditions of the limited hardware warranty, which does
not cover accidental damage***Our representative offered fee based depot repair; however, Mr*** elected not to accept our offerHis request for a free repair 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 the Limited Hardware Warranty and our other policiesOur representative may be contacted directly via 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 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
Complaint: ***
I am rejecting this response because: I just sent *** an email stating:"I am available any time after 5PM EST.The exchange order was done so because I was injured by the original unitAt the time I was told this WAS NOT an exchange but rather a whole new unitSo the warranty should take place from the time I received the new computerPer your statement below, 01/12/Dell order # *** was the original informationIf this information was valid then I shouldn't have been able to renew my warranty on 2/6/As my warranty, would have expired 1/12/(see below) However, you can see that I last extended it on 2/6/So this information proves that the warranty date began on 7/28/2011.As previously stated I am looking to PURCHASE one final extended warrantyUnfortunately, if Dell is refusing to do so based upon their published warranty coverage I will be forced to continue my complaint with the Revdex.com and file an additional complaint with the Texas Attorney General's office.I appreciate your help in this matter.Thank you*** ***###-###-####***@hotmail.com"
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,
*** ***
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
Complaint: ***
I am rejecting this response because: This Dell message in the opposite of what I've been told and the terms to which I agreedAfter Mr***'s link didn't solve the problem with Window's Defender, I called in to Dell's tech support IN WARRANTY DEPARTMENT, as I was TOLD THE REPLACEMENT COMPUTER CARRIED (ONLY) A DAY WARRANTY INSTEAD OF THE ONE YEAR WARRANTY INCLUDED WITH EVERY OTHER DELL REFURBISHED COMPUTER (according to other Dell employees)So, after over an hour on the phone, being transferred to different people, I was told there was no indication that there was this warranty! Obviously, someone messed up! I was planning to call the IN WARRANTY DEPARTMENT again today, but I will wait until Monday and give Dell some time to CORRECT THEIR ERROR! Please be advised that my Warranty "clock" should not begin until I HAVE THE BENEFIT OF THE WARRANTYUntil I have the protection of Windows Defender (which oddly is seems to be unable to be activated), I will NOT transfer my personal info to the replacementOnce the security is enabled and I have completed the transfer and I have received from you a box in which to return the old computer, I do gladly do so. Unfortunately, I do not have a suitable box and have no way to get a suitable box in which to safely return the old computerOf course, had the box (with the replacement computer) arrived in better condition WHICH IT DID NOT, this would not be an issue.I would like your confirmation when Dell has corrected the warranty situation so I can proceed with contacting the IN WARRANTY DEPARTMENT and begin to move this lengthy process along.Fyi, there is a possibility I will not be available for about days from Labor Day, so I urge your timely complianceIt is not acceptable to tell me one thing, have me agree to certain terms, and then renege.Thank you.
Regards,
*** ***
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, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell is not responsible for 3rd party software but customer may purchase a fee based software contractDell respectfully denies the customer’s request for a free extended warrantyResolution Group Incident *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative, *** contacted the customer and apologized for the misunderstanding the representative confirmed that a $credit had already been processedThe representative on further review has processed the additional credit and sent the update the customerA credit will reflect on his next billing statementPlease have the customer contact the representative by email at ***@Dell.com if she has any further question or concernsSincerely Advanced Resolution Group Incident *** Dell Inc