Thank you for the opportunity to address the correspondence submitted by *** *** ***A Dell representative recently contacted *** *** and is working with her to achieve an amicable resolution for her concernsA partial account credit is being processedOur representative may be
contacted directly by e-mail at ***, in case *** *** has any further concerns regarding this case
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
Dell representative, Arun, is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submission We remain available to assist and ask that the customer contact our representative at ***@Dell.com
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10753106, and find that this resolution is satisfactory to me
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,
*** ***
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 Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative explained the terms of sale and ***ited hardware warranty
***
***
After further review, our representative processed a replacement wireless cardOur records show that it was delivered on July 1, under FedEx Tracking# ***We 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 policies. Our 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 the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsMs*** stated that she send in the unit for serviceHowever, our records and the carrier
site show that FedEx tracking# *** has not been used; therefore, the unit was never received for serviceOur representative suggested filing a police reportPlease note that Ms*** was unable to obtain a police reportHer request for a replacement unit was respectfully deniedWe regret any dissatisfaction she 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 Ms*** has any further questions regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative requested Dell centric information, such as, Order#, Customer#;
however, Mr*** failed to provide any pertinent informationMr*** also was unable to provide any proof of chat log(s)Furthermore, we were unable to locate any of his credentials, such as, e-mail address, or the phone number in our recordsHis request for product without a purchase from Dell was respectfully deniedWe 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 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 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
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 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
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 and apologized for the problemsThe representative assisted in resolving the credit issueThe representative confirmed the gift card credit and no further concernsThe customer may contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:
Regards,
*** ***i have a picture of the promotion and messages via *** with dell saying they were out of stock You can even google to see that the special included the items I was requesting I find dell to be very robotic with customer service If their is some where I can emails the photos I will send immediately Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***.Ultimately, I do find that this resolution is satisfactory Though *** *** was helpful in resolving this issue, I am still extremely dissatisfied with the overall customer service of Dell To obtain any satisfaction with Dell customer service if a problem occurs, the ONLY way to have it resolved successfully is to file a complaint so that you can get to the team that *** is with Further, it is impossible to get anyone to talk to you that is located within the United States There are no numbers listed for Corporate besides the general customer service and technical support numbers Any other number you find on the Internet will forward you to a different continent, without fail.Although I have purchased almost every computer in the past from Dell, I will certainly never purchase another Dell product for as long as these customer service issues continue.If you are a potential customer for Dell, please heed my advice and those pieces of advice by others across the Internet, and avoid this company! Though they may be cheaper in some aspects, it is definitely worth paying a little extra money to purchase a product from a Dell competitor who will not allow this type of frustration and lack of support to fester for such a long period of time
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I have not received my refund yet days ago I was told I would have a refund but I still have not got the refund posted to my credit card I don't believe this matter is closed until I have my refund fully posted to my credit card I was told that the refund process would be expedited It doesn't seem as if that was ever done
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative *** contacted the customer and explained that the order is beyond days from invoice dateThe customer was offered a coupon as a goodwill gesture which he has acceptedThe representative has submitted the request and will follow up with the customer to confirm receiptSincerely, Advanced Resolution Group FID # *** Dell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
As per my previous mail to Revdex.com, the complaint ID *** can be considered closed, since Dell yesterday shipped the previously declared unavailable part (CPU fan) at their expenseThanks for your attention
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I haven't got the final solution and haven't received the refund
Regards,
*** **
Thank you for the opportunity to address the correspondence submitted by *** *** ***A Dell representative recently contacted *** *** and is working with her to achieve an amicable resolution for her concernsA partial account credit is being processedOur representative may be
contacted directly by e-mail at ***, in case *** *** has any further concerns regarding this case
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
Dell representative, Arun, is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submission We remain available to assist and ask that the customer contact our representative at ***@Dell.com
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10753106, and find that this resolution is satisfactory to me
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,
*** ***
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 Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative explained the terms of sale and ***ited hardware warranty
***
***
After further review, our representative processed a replacement wireless cardOur records show that it was delivered on July 1, under FedEx Tracking# ***We 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 policies. Our 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 the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsMs*** stated that she send in the unit for serviceHowever, our records and the carrier
site show that FedEx tracking# *** has not been used; therefore, the unit was never received for serviceOur representative suggested filing a police reportPlease note that Ms*** was unable to obtain a police reportHer request for a replacement unit was respectfully deniedWe regret any dissatisfaction she 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 Ms*** has any further questions regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative requested Dell centric information, such as, Order#, Customer#;
however, Mr*** failed to provide any pertinent informationMr*** also was unable to provide any proof of chat log(s)Furthermore, we were unable to locate any of his credentials, such as, e-mail address, or the phone number in our recordsHis request for product without a purchase from Dell was respectfully deniedWe 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 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 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
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 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
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 and apologized for the problemsThe representative assisted in resolving the credit issueThe representative confirmed the gift card credit and no further concernsThe customer may contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:
Regards,
*** ***i have a picture of the promotion and messages via *** with dell saying they were out of stock You can even google to see that the special included the items I was requesting I find dell to be very robotic with customer service If their is some where I can emails the photos I will send immediately Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***.Ultimately, I do find that this resolution is satisfactory Though *** *** was helpful in resolving this issue, I am still extremely dissatisfied with the overall customer service of Dell To obtain any satisfaction with Dell customer service if a problem occurs, the ONLY way to have it resolved successfully is to file a complaint so that you can get to the team that *** is with Further, it is impossible to get anyone to talk to you that is located within the United States There are no numbers listed for Corporate besides the general customer service and technical support numbers Any other number you find on the Internet will forward you to a different continent, without fail.Although I have purchased almost every computer in the past from Dell, I will certainly never purchase another Dell product for as long as these customer service issues continue.If you are a potential customer for Dell, please heed my advice and those pieces of advice by others across the Internet, and avoid this company! Though they may be cheaper in some aspects, it is definitely worth paying a little extra money to purchase a product from a Dell competitor who will not allow this type of frustration and lack of support to fester for such a long period of time
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I have not received my refund yet days ago I was told I would have a refund but I still have not got the refund posted to my credit card I don't believe this matter is closed until I have my refund fully posted to my credit card I was told that the refund process would be expedited It doesn't seem as if that was ever done
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative *** contacted the customer and explained that the order is beyond days from invoice dateThe customer was offered a coupon as a goodwill gesture which he has acceptedThe representative has submitted the request and will follow up with the customer to confirm receiptSincerely, Advanced Resolution Group FID # *** Dell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
As per my previous mail to Revdex.com, the complaint ID *** can be considered closed, since Dell yesterday shipped the previously declared unavailable part (CPU fan) at their expenseThanks for your attention
Regards,
*** ***