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: 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,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: 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, 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
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,
*** ***
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
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, 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
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
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,
*** ***
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
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
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 processed a refund for the customer who states they see it showing in their bank account. 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
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. The customer has agreed with *** to send the system to the Dell depot for repairs. *** has shipped the customer a box for this service. 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 customerDells position remains unchanged and no further attempts will be made to contact the customerThe representative explained the credit that was agreed was for the Samsung gear and combining discounts is not an option
Sincerely,
Advanced Resolution Group
***
Dell Inc
Today’s Date: 05/16/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceThe
customer is requesting a custom configuration on a Dell orderAt this time the agent advised the customer that Dell does not provide custom software configurations and can only offer configurations as soldDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, has spoken with Ms*** and she confirmed the credit has been applied to her gift cardWe regret any dissatisfaction she may have
experienced and appreciate the feedback provided regarding her Dell Experience*** may be contacted via email at ***@Dell.com
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 customerThank you for providing a copy of the submissionThe order was cancelled due to a parts backlog and replaced so that it would ship as soon as possible to meet the holiday requestThis was done with the permission of the customer the promotions that were running at that time were provided plus expedited shippingDell cannot combine additional promotions from a cancelled orderThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group INC# *** Dell Inc
Complaint: ***
I am rejecting this response because: I have requested an additional months of warranty on the new computer I received that replaces the defective one I have The 1st computer started to fail after months and it took over months for Dell to finally realize that it was defective and replace it I now have less than days of warranty on this new machine Dell should warranty their machines not the original purchase date If this new machine has similar problems I will have to now pay to get a resolution and pay if a replacement is neededTo that point just yesterday this new machine acted as the 1st one did The machine states that there are no wireless signals in my areathis screen goes blank There are several wireless signals in my area, some from neighbors, even if I can not connect to them they should still show up on this screenThis includes the wireless router that I use in my home to connect to the internet I sent an email to this contact person yesterday morning but as of pm today have not had a response His emails state that he works 10-6P Central time M-F so he should be at work to receive and respond I have not abused their warranty service in any way and only called regarding this same on-going problem If this new machine works properly they will not get any warranty/service calls from me What do they have to loose?
Regards,
*** ***
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: 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,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: 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, 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
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,
*** ***
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
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, 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
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
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,
*** ***
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
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
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 processed a refund for the customer who states they see it showing in their bank account. 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
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. The customer has agreed with *** to send the system to the Dell depot for repairs. *** has shipped the customer a box for this service. 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 customerDells position remains unchanged and no further attempts will be made to contact the customerThe representative explained the credit that was agreed was for the Samsung gear and combining discounts is not an option
Sincerely,
Advanced Resolution Group
***
Dell Inc
Today’s Date: 05/16/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceThe
customer is requesting a custom configuration on a Dell orderAt this time the agent advised the customer that Dell does not provide custom software configurations and can only offer configurations as soldDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, has spoken with Ms*** and she confirmed the credit has been applied to her gift cardWe regret any dissatisfaction she may have
experienced and appreciate the feedback provided regarding her Dell Experience*** may be contacted via email at ***@Dell.com
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 customerThank you for providing a copy of the submissionThe order was cancelled due to a parts backlog and replaced so that it would ship as soon as possible to meet the holiday requestThis was done with the permission of the customer the promotions that were running at that time were provided plus expedited shippingDell cannot combine additional promotions from a cancelled orderThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group INC# *** Dell Inc
Complaint: ***
I am rejecting this response because: I have requested an additional months of warranty on the new computer I received that replaces the defective one I have The 1st computer started to fail after months and it took over months for Dell to finally realize that it was defective and replace it I now have less than days of warranty on this new machine Dell should warranty their machines not the original purchase date If this new machine has similar problems I will have to now pay to get a resolution and pay if a replacement is neededTo that point just yesterday this new machine acted as the 1st one did The machine states that there are no wireless signals in my areathis screen goes blank There are several wireless signals in my area, some from neighbors, even if I can not connect to them they should still show up on this screenThis includes the wireless router that I use in my home to connect to the internet I sent an email to this contact person yesterday morning but as of pm today have not had a response His emails state that he works 10-6P Central time M-F so he should be at work to receive and respond I have not abused their warranty service in any way and only called regarding this same on-going problem If this new machine works properly they will not get any warranty/service calls from me What do they have to loose?
Regards,
*** ***