Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMs*** expressed dissatisfaction with communication and processing expectations for an order placed during a Dell pricing promotionWe regret any miscommunication which may have occurred and appreciate the
feedbackDell makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and DellOur marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handWhen a customer places an order, Dell must rely on third party vendors to supply sufficient inventory to fulfill the ordersOn occasion, volume for certain promotions exceeds our vendors’ ability to maintain sufficient stock to fulfill Dell’s ordersSince the date of the submission, the order was cancelled and a Dell representative contacted Ms*** to discuss her concernsOur representative, for customer satisfaction reasons, offered a discount on a different computer and was told that Ms*** had purchased a computer locallyWe ask that she contact our representative should there be any further questions regarding this matter. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com,Thank you for the opportunity to
address the correspondence submitted by *** *** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOnsite service was completed and the customer verified the system is operating without issues Our representative remains available and may be contacted directly via email at ***We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc
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 recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has dispatched the missing and correct parts which the customer has now received. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative viaemail at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident 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 confirmed with the customer a system exchange was issued and it has been shipped and received by the customer. 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 Mr*** * ***Customer expressed dissatisfaction with Dell service and support and wants the product serviced or a refundWe 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 assistance. Our representative explained the terms of the Limited Hardware Warranty and the return policyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a product replacement and followto confirm resolutionShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.***, or for online assistance at www.***
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Revdex.com:
Thank you so much for your help in this refund processI have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me for the most part, let us see whether they will refund the gift cards or not
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr** expressed dissatisfaction with Dell service and support and wants support for a broken hinge on his computerWe regret any dissatisfaction he may have experienced and appreciate the feedbackDell’s
Limited Hardware Warranty covers hardware components that fail during use and does not cover physical damage to the hardware componentsSince the date of the submission, a Dell representative contacted Mr** to discuss his concernsOur representative researched the issue with Dell’s internal product group for this model computer and was informed that there has not been sufficient reported issues with the hinges on this model computer for it to be labelled as a “known” issue or subject to warranty coverageMr** was informed of this information and, while we understand this is not the response he was seeking, repairs for the hinge would be available via Dell’s fee-based out of warranty support representativesWe ask that he contact our representative should there be any further questions regarding this matter. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because:Both the first and second system have thermal issues Per the Dell Article (***) the system is overheating and not able to sustain the required speeds This seems to be a common issue with the processor sent to me per a quick google search I have done all troubleshooting per the article on the 2nd laptop sent as I did with the first and found this system to suffer from the same thermal throttling and speed issues This causes stuttering and other issues in games Attached are the files I have submitted to dell
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** has followed up with the customer and authorized another depot serviceThe representative will continue to update the customer on the repair and return shippingWe request the customer contact the representative by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
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.However, I'm not yet 100% sure this remedy fixed 'ALL.' I certainly hope it did!?!?Plus, I feel it should be noted; It now seems such a tremendous waste that I was forced to spend some 12+ hours and approximately weeks on the phone with people who Did Not understand my problem and their only (quick) Fix was to completely Re-Set my unit. Thank God I decline this, their remedy!! This would have indeed caused me Frustration, Loss of numerous man hours, along with my ultimately losing money, as well!!Then to spend less than an hour with someone who knew what they were doingand poof, my computer is seemingly fixed.Dell's Techs; *** *** along with *** *** are to be commended!!!
Regards,
*** ***
Today’s Date: 01/20/2017Dear 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 technical concerns with their out-of-warranty unitThe customer states they were promised a 1yr warranty extension in Additionally the customer claims there is a recall with the Alienware xIt should be noted there are no recalls associated with the Alienware xunitThe agent has researched the customers records and there are no records corroborating the 1yr extensionThe customer has also not produced information to help corroborate the 1yr extensionAs a result the agent advised the customer that there is a charge for out of warranty service on the unitDell regrets any inconvenience caused and we thank the customer for their time and patience during this processDell stance in the matter remains the same as the unit is out of warrantyThe customer may also contact the representative at ***@Dell.com should there be any questions or concerns in the matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Dell representative, ***, is attempted to reach the customer by phone and email to assist the customer furtherOur records do indicate that a refund was processed in December back to the customer’s credit cardAt this time the representative remains available to
assist the customer with these additional concernsPlease have the customer contact the representative by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** 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 concernsPlease note, Mr*** stated that his order/account related issues have finally been
resolved 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 via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support Team Incident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer repaired, replaced, or a refund We regret any dissatisfaction he may have experienced and appreciate the
feedback provided Dell has a thirty (30) day Return Period and, as the order invoiced during September, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss his concernsThe customer indicated once the monitor cable was plugged in correctly, the monitor has been functioning properly however the Dell technicians were still unable to connect remotely so the customer requested an exchange computer or a refund Our representative denied these requests as there does not appear to be any hardware issues and offered assistance per the terms of Dell’s Limited Hardware Warranty which the customer declined We remain available to assist the customer under the terms and conditions of the warranty and ask that he 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,
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 experience
Dell representative *** contacted the customer and explained that the article the customer is referring is from Her purchase is from and this does not relate to her system orderThe customer provided a chat that she claims the agent offered to send to herThe chat has been reviewed and the agent does not make this claim they state they will notify her once the part is availableThe customer system order is out of warranty and she will need to look locally or online for a replacement batteryWe remain available to assist and ask that the customer contact the representative ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because: The Dell representative has presented inaccurate facts about the HDD I have proof that the drive was in fact not a solid state drive The 1st laptop I received had the following drive:A Toshiba 500GB MQ01ABFSATA hard drive HDDThe 2nd laptop I received yesterday has the following drive:A Seagate Laptop Thin ST500LTSATA hard drive HDD Neither are solid state HDDs I want Dell to expedite my refund They are already in receipt of my returned Laptop I have a UPS tracking number I want Mr*** *** at Dell to expedite my refund before Aug 31, 2016, as both laptops have been returned and proof of receipt by DELL has been confirmed.Please relay this message to DELL I want an EXPEDITED REFUND RIGHT AWAY
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records show that Dell representative Rohan arranged for Mr*** to work with our *** ***Additional follow up calls and emails to Mr*** have been left unresponsiveShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.*** or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # Dell
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 Dell representative *** took over the account as the customer requested to speak with a different representative*** explained that an onsite tech cannot be sent to troubleshoot that they are only sent to replace parts if a customer has onsite service as part of the warrantyThe representative offered to troubleshoot and assist in resolving any problems but the customer refused to work with himUnfortunately, there is very little Dell can do if the customer refuses to co-operate; so we have no other option than to close the casePlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMs*** expressed dissatisfaction with communication and processing expectations for an order placed during a Dell pricing promotionWe regret any miscommunication which may have occurred and appreciate the
feedbackDell makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and DellOur marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handWhen a customer places an order, Dell must rely on third party vendors to supply sufficient inventory to fulfill the ordersOn occasion, volume for certain promotions exceeds our vendors’ ability to maintain sufficient stock to fulfill Dell’s ordersSince the date of the submission, the order was cancelled and a Dell representative contacted Ms*** to discuss her concernsOur representative, for customer satisfaction reasons, offered a discount on a different computer and was told that Ms*** had purchased a computer locallyWe ask that she contact our representative should there be any further questions regarding this matter. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com,Thank you for the opportunity to
address the correspondence submitted by *** *** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOnsite service was completed and the customer verified the system is operating without issues Our representative remains available and may be contacted directly via email at ***We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc
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 recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has dispatched the missing and correct parts which the customer has now received. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative viaemail at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident 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 confirmed with the customer a system exchange was issued and it has been shipped and received by the customer. 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 Mr*** * ***Customer expressed dissatisfaction with Dell service and support and wants the product serviced or a refundWe 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 assistance. Our representative explained the terms of the Limited Hardware Warranty and the return policyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a product replacement and followto confirm resolutionShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.***, or for online assistance at www.***
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Revdex.com:
Thank you so much for your help in this refund processI have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me for the most part, let us see whether they will refund the gift cards or not
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr** expressed dissatisfaction with Dell service and support and wants support for a broken hinge on his computerWe regret any dissatisfaction he may have experienced and appreciate the feedbackDell’s
Limited Hardware Warranty covers hardware components that fail during use and does not cover physical damage to the hardware componentsSince the date of the submission, a Dell representative contacted Mr** to discuss his concernsOur representative researched the issue with Dell’s internal product group for this model computer and was informed that there has not been sufficient reported issues with the hinges on this model computer for it to be labelled as a “known” issue or subject to warranty coverageMr** was informed of this information and, while we understand this is not the response he was seeking, repairs for the hinge would be available via Dell’s fee-based out of warranty support representativesWe ask that he contact our representative should there be any further questions regarding this matter. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because:Both the first and second system have thermal issues Per the Dell Article (***) the system is overheating and not able to sustain the required speeds This seems to be a common issue with the processor sent to me per a quick google search I have done all troubleshooting per the article on the 2nd laptop sent as I did with the first and found this system to suffer from the same thermal throttling and speed issues This causes stuttering and other issues in games Attached are the files I have submitted to dell
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** has followed up with the customer and authorized another depot serviceThe representative will continue to update the customer on the repair and return shippingWe request the customer contact the representative by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
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.However, I'm not yet 100% sure this remedy fixed 'ALL.' I certainly hope it did!?!?Plus, I feel it should be noted; It now seems such a tremendous waste that I was forced to spend some 12+ hours and approximately weeks on the phone with people who Did Not understand my problem and their only (quick) Fix was to completely Re-Set my unit. Thank God I decline this, their remedy!! This would have indeed caused me Frustration, Loss of numerous man hours, along with my ultimately losing money, as well!!Then to spend less than an hour with someone who knew what they were doingand poof, my computer is seemingly fixed.Dell's Techs; *** *** along with *** *** are to be commended!!!
Regards,
*** ***
Today’s Date: 01/20/2017Dear 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 technical concerns with their out-of-warranty unitThe customer states they were promised a 1yr warranty extension in Additionally the customer claims there is a recall with the Alienware xIt should be noted there are no recalls associated with the Alienware xunitThe agent has researched the customers records and there are no records corroborating the 1yr extensionThe customer has also not produced information to help corroborate the 1yr extensionAs a result the agent advised the customer that there is a charge for out of warranty service on the unitDell regrets any inconvenience caused and we thank the customer for their time and patience during this processDell stance in the matter remains the same as the unit is out of warrantyThe customer may also contact the representative at ***@Dell.com should there be any questions or concerns in the matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Dear Revdex.com, Dell representative, ***, is attempted to reach the customer by phone and email to assist the customer furtherOur records do indicate that a refund was processed in December back to the customer’s credit cardAt this time the representative remains available to
assist the customer with these additional concernsPlease have the customer contact the representative by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** 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 concernsPlease note, Mr*** stated that his order/account related issues have finally been
resolved 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 via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support Team Incident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: The did not honor their word
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer repaired, replaced, or a refund We regret any dissatisfaction he may have experienced and appreciate the
feedback provided Dell has a thirty (30) day Return Period and, as the order invoiced during September, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss his concernsThe customer indicated once the monitor cable was plugged in correctly, the monitor has been functioning properly however the Dell technicians were still unable to connect remotely so the customer requested an exchange computer or a refund Our representative denied these requests as there does not appear to be any hardware issues and offered assistance per the terms of Dell’s Limited Hardware Warranty which the customer declined We remain available to assist the customer under the terms and conditions of the warranty and ask that he 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,
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 experience
Dell representative *** contacted the customer and explained that the article the customer is referring is from Her purchase is from and this does not relate to her system orderThe customer provided a chat that she claims the agent offered to send to herThe chat has been reviewed and the agent does not make this claim they state they will notify her once the part is availableThe customer system order is out of warranty and she will need to look locally or online for a replacement batteryWe remain available to assist and ask that the customer contact the representative ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because: The Dell representative has presented inaccurate facts about the HDD I have proof that the drive was in fact not a solid state drive The 1st laptop I received had the following drive:A Toshiba 500GB MQ01ABFSATA hard drive HDDThe 2nd laptop I received yesterday has the following drive:A Seagate Laptop Thin ST500LTSATA hard drive HDD Neither are solid state HDDs I want Dell to expedite my refund They are already in receipt of my returned Laptop I have a UPS tracking number I want Mr*** *** at Dell to expedite my refund before Aug 31, 2016, as both laptops have been returned and proof of receipt by DELL has been confirmed.Please relay this message to DELL I want an EXPEDITED REFUND RIGHT AWAY
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records show that Dell representative Rohan arranged for Mr*** to work with our *** ***Additional follow up calls and emails to Mr*** have been left unresponsiveShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.*** or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # Dell
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 Dell representative *** took over the account as the customer requested to speak with a different representative*** explained that an onsite tech cannot be sent to troubleshoot that they are only sent to replace parts if a customer has onsite service as part of the warrantyThe representative offered to troubleshoot and assist in resolving any problems but the customer refused to work with himUnfortunately, there is very little Dell can do if the customer refuses to co-operate; so we have no other option than to close the casePlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** Dell Inc