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
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 Our records
indicate the Dell representative; *** has authorized the complete return and full refund to the customer for the return of the Dell Notebook Computer. On August 9, *** informed the customer the crediting process was complete and invited the customer to contact them directly if Mr*** should need further assistance in this matter. We certainly do apologize for any miscommunication or frustration this matter may have cause our customer. Please have the customer contact our representative by email at ***[email protected] if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.comI am writing on behalf of Dell in response to your Revdex.com rebuttal regarding the credit. The representative *** is in contact with the customer our records indicate the funds have been posted. The customer may use this information to provide the bank Transaction Reference Number [TxRefNum] *** $120.56.At this time the representative is waiting for the customer to follow up to confirm on the resolution. The representative can be reached directly by emailing ***@Dell.com. SincerelyAdvanced Resolution GroupIncident ***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
Today’s Date: 10/02/2015 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 correspondenceAt
this time the agent has been unable to reach the customerWe ask that the customer contact the representative at ***@Dell.com should they still require assistance. 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
I don't know if this return was already started before they got my complaint from you or not, but it was right after that, that I received the return label, shipped it back, and got confirmation the package was received and my debt was canceledI can't prove it, but I have a feeling getting the Revdex.com involved helped satisfy my caseThe individual from Dell who wrapped up this case for me was very nice, unlike some of the others I had been dealing with at DellThey just kept transferring me from person to person or told me my return had been started, when indeed it had notThank you Revdex.com, and thank you *** @ Dell
Regards,
*** ***
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
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:Clearly, Dell is not taking responsibility for their mistake or offering any resolutionI'm hoping that the Revdex.com can mediate or offer some directionI'm completely blown away by Dell's lack of customer serviceThis is advertising as well
Regards,
*** ***
Complaint: ***
I am rejecting this response because: under law governing the jurisdiction in which I reside, the computer was purchased, and Dell is headquartered I (the consumer) am legally entitled to a full refund of the purchase price of the computer from Dell (the warrantor). Multiple Dell employees have been made aware of, and acknowledged this obligation, but have still refused the refund.Copies of my receipts from the retailer are attachedAs I have stated to Dell representatives multiple times, even though the computer was purchased through a retailer, the law still entitles me to a refund from Dell
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ** ***A Dell representative recently contacted Ms*** regarding her concernsAs a onetime goodwill gesture and in the interest of customer satisfaction, an onsite service was issuedOur records show that the onsite service was completed on November 9th, Our representative also followto confirm resolutionHer request for replacement or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by email at ***@Dell.com, in case Ms*** has any further concerns regarding this case
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,
*** ***
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
Complaint: ***
I am rejecting this response because:It's ironic:Dell tells me that they cannot intervene because I purchased the computer from a merchant, and not directly from Dell Inc Then, on the other hand, they tell me to go and purchase a battery from another merchant because they don't carry it anymore If there was any lesson learned from my experience, and from Dell's own words, it's that I SHOULD NOT make a purchase from a third party, but rather buy directly from the manufacturer Dell is speaking hypocritically when they tell me to go and purchase a battery elsewhere, even though I refuse based on my experience with buying elsewhere under Dell's suggestions It makes absolutely no logical sense So, here we go again As of recent update, I did go ahead and purchase a new Dell battery from a different merchant who offers it I am losing money without being able to have a working computer (for job purposes), and was in a position where I had to make a move Well, I put the battery in and guess what: it was intermittently charging; it was charging at first, but then after continued usage, it once again states "plugged in, not charging" Dell told me it was the battery and I paid $for a new battery, only to find out the computer is still not functioning properly I've had a few days to calm down, but I am so angry that it is making me boil just writing this email Dell owes me for a computer, and now a battery due to improper diagnosis or whatever they want to call it I have decided to seek out an attorney, and if the cost is too high, then I may plan to represent myself in this case I'm going to look into a class action lawsuit and see what options lie ahead I was determined before this occurence, but now the progression of things has just encouraged a determination where I will not let them get away with this
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms* ***Our representative recently contacted Ms*** regarding her concerns and worked with the order verification department to resolve this matterPlease note,
the credits for order numbers *** and *** have been posted to the original form of paymentOur representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate Dell
representative; *** has been in touch with the customer regarding her Dell Inspiron Series notebook computer purchased from Amazon. *** has explained to the customer the system hardware warranty expired 01/27/2016. He went on to share that the warranty type that had been on the system, still would not have covered a cracked Liquid Crystal Display (LCD) even if the warranty was still valid. *** has let the customer know Dell’s Out-Of-Warranty team can assist her but for a fee. At this time, the customer has rejected this assistance. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Complaint: ***
I am rejecting this response because:They literally had to rebuild the entire computer using recycled parts (they admitted this to me on the phone) This was an $computer that crashed after 6-months of very easy use The fact that they deny standing behind their products shows what kind of company it is.Dell has NEVER made this computer right, and am looking forward to this POS dying again (/sarcasm/)
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Per the terms and conditions of the sale, our representative, ***, respectfully denied Mr***’ request
***
As a one-time goodwill gesture, a discount was provided on a replacement order and Mr*** confirms receipt of the systemWe regret any dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID:
Dell, Inc
Complaint: ***
I am rejecting this response because:I am still awaiting the issuance of the gift card. I received one already, but it was not the full amount of my transaction. I have also lost additional rewards dollars due to this waiting as well which I am also unhappy about not to mention the amount of time I have had to spend on this issue. I will advise Revdex.com as soon as I get the information from Dell. Thank you in advance,
Regards,
*** *** ***
Dear Revdex.com, Our records indicate that the Dell representative has been attempting to reach the customer over several daysThe customer took the system out of the country which does make supporting the system challengingThe customer should consider doing an international tag transfer but will need to troubleshoot with the representative to determine a final resolutionWe ask that the customer follow up to the representative by emailing ***@Dell.com Sincerely Advanced Resolution Group Incident *** 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
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 Our records
indicate the Dell representative; *** has authorized the complete return and full refund to the customer for the return of the Dell Notebook Computer. On August 9, *** informed the customer the crediting process was complete and invited the customer to contact them directly if Mr*** should need further assistance in this matter. We certainly do apologize for any miscommunication or frustration this matter may have cause our customer. Please have the customer contact our representative by email at ***[email protected] if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.comI am writing on behalf of Dell in response to your Revdex.com rebuttal regarding the credit. The representative *** is in contact with the customer our records indicate the funds have been posted. The customer may use this information to provide the bank Transaction Reference Number [TxRefNum] *** $120.56.At this time the representative is waiting for the customer to follow up to confirm on the resolution. The representative can be reached directly by emailing ***@Dell.com. SincerelyAdvanced Resolution GroupIncident ***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
Today’s Date: 10/02/2015 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 correspondenceAt
this time the agent has been unable to reach the customerWe ask that the customer contact the representative at ***@Dell.com should they still require assistance. 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
I don't know if this return was already started before they got my complaint from you or not, but it was right after that, that I received the return label, shipped it back, and got confirmation the package was received and my debt was canceledI can't prove it, but I have a feeling getting the Revdex.com involved helped satisfy my caseThe individual from Dell who wrapped up this case for me was very nice, unlike some of the others I had been dealing with at DellThey just kept transferring me from person to person or told me my return had been started, when indeed it had notThank you Revdex.com, and thank you *** @ Dell
Regards,
*** ***
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
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:Clearly, Dell is not taking responsibility for their mistake or offering any resolutionI'm hoping that the Revdex.com can mediate or offer some directionI'm completely blown away by Dell's lack of customer serviceThis is advertising as well
Regards,
*** ***
Complaint: ***
I am rejecting this response because: under law governing the jurisdiction in which I reside, the computer was purchased, and Dell is headquartered I (the consumer) am legally entitled to a full refund of the purchase price of the computer from Dell (the warrantor). Multiple Dell employees have been made aware of, and acknowledged this obligation, but have still refused the refund.Copies of my receipts from the retailer are attachedAs I have stated to Dell representatives multiple times, even though the computer was purchased through a retailer, the law still entitles me to a refund from Dell
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ** ***A Dell representative recently contacted Ms*** regarding her concernsAs a onetime goodwill gesture and in the interest of customer satisfaction, an onsite service was issuedOur records show that the onsite service was completed on November 9th, Our representative also followto confirm resolutionHer request for replacement or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by email at ***@Dell.com, in case Ms*** has any further concerns regarding this case
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,
*** ***
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
Complaint: ***
I am rejecting this response because:It's ironic:Dell tells me that they cannot intervene because I purchased the computer from a merchant, and not directly from Dell Inc Then, on the other hand, they tell me to go and purchase a battery from another merchant because they don't carry it anymore If there was any lesson learned from my experience, and from Dell's own words, it's that I SHOULD NOT make a purchase from a third party, but rather buy directly from the manufacturer Dell is speaking hypocritically when they tell me to go and purchase a battery elsewhere, even though I refuse based on my experience with buying elsewhere under Dell's suggestions It makes absolutely no logical sense So, here we go again As of recent update, I did go ahead and purchase a new Dell battery from a different merchant who offers it I am losing money without being able to have a working computer (for job purposes), and was in a position where I had to make a move Well, I put the battery in and guess what: it was intermittently charging; it was charging at first, but then after continued usage, it once again states "plugged in, not charging" Dell told me it was the battery and I paid $for a new battery, only to find out the computer is still not functioning properly I've had a few days to calm down, but I am so angry that it is making me boil just writing this email Dell owes me for a computer, and now a battery due to improper diagnosis or whatever they want to call it I have decided to seek out an attorney, and if the cost is too high, then I may plan to represent myself in this case I'm going to look into a class action lawsuit and see what options lie ahead I was determined before this occurence, but now the progression of things has just encouraged a determination where I will not let them get away with this
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms* ***Our representative recently contacted Ms*** regarding her concerns and worked with the order verification department to resolve this matterPlease note,
the credits for order numbers *** and *** have been posted to the original form of paymentOur representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate Dell
representative; *** has been in touch with the customer regarding her Dell Inspiron Series notebook computer purchased from Amazon. *** has explained to the customer the system hardware warranty expired 01/27/2016. He went on to share that the warranty type that had been on the system, still would not have covered a cracked Liquid Crystal Display (LCD) even if the warranty was still valid. *** has let the customer know Dell’s Out-Of-Warranty team can assist her but for a fee. At this time, the customer has rejected this assistance. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Complaint: ***
I am rejecting this response because:They literally had to rebuild the entire computer using recycled parts (they admitted this to me on the phone) This was an $computer that crashed after 6-months of very easy use The fact that they deny standing behind their products shows what kind of company it is.Dell has NEVER made this computer right, and am looking forward to this POS dying again (/sarcasm/)
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Per the terms and conditions of the sale, our representative, ***, respectfully denied Mr***’ request
***
As a one-time goodwill gesture, a discount was provided on a replacement order and Mr*** confirms receipt of the systemWe regret any dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID:
Dell, Inc
Complaint: ***
I am rejecting this response because:I am still awaiting the issuance of the gift card. I received one already, but it was not the full amount of my transaction. I have also lost additional rewards dollars due to this waiting as well which I am also unhappy about not to mention the amount of time I have had to spend on this issue. I will advise Revdex.com as soon as I get the information from Dell. Thank you in advance,
Regards,
*** *** ***
Dear Revdex.com, Our records indicate that the Dell representative has been attempting to reach the customer over several daysThe customer took the system out of the country which does make supporting the system challengingThe customer should consider doing an international tag transfer but will need to troubleshoot with the representative to determine a final resolutionWe ask that the customer follow up to the representative by emailing ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc