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: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,
*** ***
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,
*** ***
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
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
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 *** apologized
for the problems and authorized a repair at the depotThe representative has followed up and confirmed system is working as designedPlease have the customer contact the representative by email ***@Dell.comSincerely Advanced Resolution Group Incident *** 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, 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,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
Today’s Date: 03/04/2016 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 correspondence
The customer requests that their order be placed as part of the Dell advantage rewardsAt this time the agent advised the customer the purchase is not eligible for the program however the agent offered a dollar couponThe customer has declined this offerDell 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 or concerns. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Our records indicate that Dell representative *** followed up with the customer in regards to the rebuttalThe representative requested the customer send the system information again as it was not receivedThe representative will remain the customer point of contact until a resolution is determinedThe representative can be reached by emailing ***@Dell.comSincerely Advanced Resolution Group Incident *** 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
Complaint: ***
The reason I want another new exchange computer is because the two that have been sent out have issues with themThe first one had the track-pad skipping and stutter issue when I would scroll or right clickThe second one had a misaligned front frame (where the charging LED is)This is a build/assembly defect as the other two laptops did not have this issue and have a flush front side frame when I compared them side-by-side.This may seem like a small thing to complain about but when this XPS (Xtreme Performance System as advertised) costs as much as a MacBook you expect it to have great build quality (which it does, all aluminum and a "carbon fiber" build is premium in my opinion) and premium quality controlWhich it doesn't since a lot of these laptops come out with problems out the box (mine being perfect examples)Also, a quick Google search, browse on Dell's forums, or look through /r/Dell shows a list of other consumers who have similar issues with their laptopsThey also show what problems to look out for on an XPS laptop which is what I look for when I unbox mine.Dell said they couldn't send another replacementThey wanted me to send the laptop back in to their so called "repair center"This is the reason why I made this Revdex.com complaint because they didn't even repair my laptop the very first timeI have lost trust in Dell's repair center and if I send the current laptop back I will pretty much be making a full circle againIt has also almost been two months with this case open
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
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
Thank you for facilitating the resolution
Regards,
*** ***
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,
*** ***
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
Thank you for your helpIt would have not been resolved without your involvement
Regards,
*** ***
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
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: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,
*** ***
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,
*** ***
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
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
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 *** apologized
for the problems and authorized a repair at the depotThe representative has followed up and confirmed system is working as designedPlease have the customer contact the representative by email ***@Dell.comSincerely Advanced Resolution Group Incident *** 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, 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,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
Today’s Date: 03/04/2016 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 correspondence
The customer requests that their order be placed as part of the Dell advantage rewardsAt this time the agent advised the customer the purchase is not eligible for the program however the agent offered a dollar couponThe customer has declined this offerDell 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 or concerns. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Our records indicate that Dell representative *** followed up with the customer in regards to the rebuttalThe representative requested the customer send the system information again as it was not receivedThe representative will remain the customer point of contact until a resolution is determinedThe representative can be reached by emailing ***@Dell.comSincerely Advanced Resolution Group Incident *** 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
Complaint: ***
The reason I want another new exchange computer is because the two that have been sent out have issues with themThe first one had the track-pad skipping and stutter issue when I would scroll or right clickThe second one had a misaligned front frame (where the charging LED is)This is a build/assembly defect as the other two laptops did not have this issue and have a flush front side frame when I compared them side-by-side.This may seem like a small thing to complain about but when this XPS (Xtreme Performance System as advertised) costs as much as a MacBook you expect it to have great build quality (which it does, all aluminum and a "carbon fiber" build is premium in my opinion) and premium quality controlWhich it doesn't since a lot of these laptops come out with problems out the box (mine being perfect examples)Also, a quick Google search, browse on Dell's forums, or look through /r/Dell shows a list of other consumers who have similar issues with their laptopsThey also show what problems to look out for on an XPS laptop which is what I look for when I unbox mine.Dell said they couldn't send another replacementThey wanted me to send the laptop back in to their so called "repair center"This is the reason why I made this Revdex.com complaint because they didn't even repair my laptop the very first timeI have lost trust in Dell's repair center and if I send the current laptop back I will pretty much be making a full circle againIt has also almost been two months with this case open
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
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
Thank you for facilitating the resolution
Regards,
*** ***
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,
*** ***
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
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
Thank you for your helpIt would have not been resolved without your involvement
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The did not honor their word
Regards,
*** ***
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