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 Dell
representative; *** has authorized a new system exchange to replace the customer’s computer that had been having technical problems. The customer has since received the new computer and *** has called and left a voice messages inviting the customer to call them back if she should need any further assistance in this matter. Please have the customer contact our representative directly by email at ***@Dell.com if they should need additional assistance. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Today’s Date: 12/22/2015 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 correspondenceThe
customer states technical concerns with their systemAt this time the agent has advised the customer the system is outside the warranty period and cannot be services warrantyDell regrets any inconvenience causedWe 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
Today’s Date: 03/16/2017Dear 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, Mrs*** ***, to address the contents of their correspondenceThe customer
states their Dell awards have not been processedAt this time the agent has confirmed with the customer the matter has been addressed in good order. Dell 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 should their remain any questions or concerns.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: number I did not attempt to purchase the laptops on Black FridayNumber 2, according o the terms of the transaction, I HAD MINUTES to complete the transaction for the items in my virtual cart, I WAS GIVEN LESS than minutes to complete this transaction before I received message that all items were sold outI have SEVERAL screenshots to prove the time entered the website, to the time I revived the error message that my items were goneIf the business wishes to see these files, I will GLADLY provide themI will escalate this matter as far as I am able to, and that includes sending this complaint file, the emails and phone calls from the representatives who I could scarcely understand due to their heavy accents, to Mr*** *** vice chairman, operations and president of client solutions, whom is quite reachable.
Regards,
*** ***
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like an ETA for the credit of the nearly $that I have been out of pocket since late November of I have already fronted Dell this money for over three months, and I need it returned ASAP Please have Dell provide the estimated credit date.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I mentioned both the initial time I was on the phone with the technician in December that there were both hardware and software problemsThere is a problem with the screen in regards to the touch screen, the volume buttons do not work, the audio jack works sometimes while other times it does not, and also the computer crashes randomly (possibly a hard-drive issue)As far as the trouble shooting, the technician wanted me to be in front of the computer and I mentioned to him several times that I was driving and not able to access the computer as I was both driving and that it was not in my possession at the timeWhen he asked when I would be available, I gave him days and times only to tell me that Dell support service was not available during those hoursI also asked what purpose would be served by needing to do a diagnostic, since that had already done in December with no avail as the technician was unable to resolve any of the issues and was ultimately unable to connect back in remotely with the laptopI also mentioned that the duration of that phone call and attempt lasted over an hour and that the overall call was very lengthyDell seems to be picking pieces of the complaint that best suits them while ignoring other complaints that they should be responsible forWhen asked what item #801-0417 was for Dell, I did not receive a responseAgain, I find it to be negligent of any business to wait so long to contact a customer and then apparently to blow them off time and time again so that they may contact them back at their leisureIt seems as though their theory is if they wait long enough that the customer with either give up or play a waiting game until the warranty has expiredWhile I had hoped that this issue would have been resolved in December, we are now beyond mid January and have not made any progress in the problem being addressed or solvedI have attached a copy of the online invoice showing item #801-(yr ltd warranty), I would assume that this would cover the issues regarding the screen, volume buttons and the potential hard-drive problems
Regards,
*** ***
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
Complaint: ***
I am rejecting this response because:Few times they called was too early in the morning.I'm not sure which country they are calling from?Also, in one of the email the Dell representative wrote, "I would advise you to provide us the PPID number of the monitor."I replied with, "Can you clarify what PPID means? I'm not a Dell employee."No response?
Regards,
*** **
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 refundWe regret any dissatisfaction they may have experienced and appreciate the feedback
Since the date of the submission, a Dell representative contacted the customer to discuss their concernsAs per the terms of the Warranty www.Dell.com/Warranty, our representative provided technical assistance and confirmed that the product was functioning properlyTheir request for refund was respectfully deniedShould Mr*** have any additional concerns regarding this case, he can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsPlease note that the order# *** was being delayed due to product availability issues; however,
now has been canceled as requested by Mr***We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative requested Dell centric information, such as, Service Tag#, or Express Service Code; however, Mr*** failed to provide any valid informationPlease note that Mr*** stated that the system was disposed of by him; therefore, we cannot provide further assistance in this matterFurthermore, his request for refund was respectfully deniedOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: *** Dell Inc
Dear RevDex.com, 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 submissionA 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 provided the customer with the compensation he requested. 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 GroupIncident ID# ***Dell Inc
Complaint: ***
I am rejecting this response because:
Regards,
*** ***I did get a message but, without an ext& when I called with no extthey didn't transfer meI did send Mr *** a message telling him when I could be reached & he continued to call later in the day when I'm not at homeI'm not willing to pay for something I didn't createI don't have another computer at home & so I have to go to the library away from my homeI'm a senior & having to leave my home isn't away's easyI sent Mr*** a response & I haven't gotten a callI really don't like the fact htat I have to pay for something that is no service to me.Respectfully, Mrs*** ***
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedWhen Dell provides a promotional third party item at no additional charge with the purchase of a Dell computer, a separate invoice must be produced and sent to our third party vendor for fulfillmentThe invoice amount for the promotional item is deducted from the total computer price in order to provide a separate receipt for warranty purposes and in the event a customer elects to return one or both itemsIf the customer has any further concerns we request they email the representative at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:I have spoken and e-mailed so many people at Dell now and they are still playing games. Where is my refund. They have all information to process the refund and they still do not do it. Now I have a 25th person to contact and start all over again.What kind of company is this?
Regards,
*** ***
Revdex.com:
I am sorry that I had to contact you concerning this problem. I'm sure you have plenty of complaints to deal with on a daily basisOnce my concern reached someone at Dell, resolution was fairly fast. I had tried to contact Dell myself multiple times without any results.Mr*** *** was helpful and stayed in touch with me during the process.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 very much for your kind assistance
*** ***
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
Unfortunately nothing was resolved by Dell UNTIL you became involved. Now it has been closed. Thank you for your assistance
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and advised, per the terms and condition of the sale and the Dell Limited Warranty, the warranty has expiredRecovery disks
are not shipped with the system and backup/recovery support is provided at: *** Fee based technical support is available at: *** We regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Complaint: ***
I am rejecting this response because:Dell must follow rulesIf you tell customers they will receive a free LG 32" LED Television with the purchase of a specific laptop that I ordered through a Dell Sales Rep, you must send me a television with the laptopIf not you are breaking the lawThat is considered advertising to sell your Dell computers to meet your quota and I want to now hear from your CEO Michael DellI want to talk with him on the phone, or have him send me a letterThis will keep him and others from paying fines for advertisingI do want to help you at this point from getting into any trouble.Have CEO or his secretary send me a letter with an appointment to talk with him to:more games!
Regards,*** ***
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 Dell
representative; *** has authorized a new system exchange to replace the customer’s computer that had been having technical problems. The customer has since received the new computer and *** has called and left a voice messages inviting the customer to call them back if she should need any further assistance in this matter. Please have the customer contact our representative directly by email at ***@Dell.com if they should need additional assistance. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Today’s Date: 12/22/2015 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 correspondenceThe
customer states technical concerns with their systemAt this time the agent has advised the customer the system is outside the warranty period and cannot be services warrantyDell regrets any inconvenience causedWe 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
Today’s Date: 03/16/2017Dear 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, Mrs*** ***, to address the contents of their correspondenceThe customer
states their Dell awards have not been processedAt this time the agent has confirmed with the customer the matter has been addressed in good order. Dell 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 should their remain any questions or concerns.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: number I did not attempt to purchase the laptops on Black FridayNumber 2, according o the terms of the transaction, I HAD MINUTES to complete the transaction for the items in my virtual cart, I WAS GIVEN LESS than minutes to complete this transaction before I received message that all items were sold outI have SEVERAL screenshots to prove the time entered the website, to the time I revived the error message that my items were goneIf the business wishes to see these files, I will GLADLY provide themI will escalate this matter as far as I am able to, and that includes sending this complaint file, the emails and phone calls from the representatives who I could scarcely understand due to their heavy accents, to Mr*** *** vice chairman, operations and president of client solutions, whom is quite reachable.
Regards,
*** ***
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like an ETA for the credit of the nearly $that I have been out of pocket since late November of I have already fronted Dell this money for over three months, and I need it returned ASAP Please have Dell provide the estimated credit date.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I mentioned both the initial time I was on the phone with the technician in December that there were both hardware and software problemsThere is a problem with the screen in regards to the touch screen, the volume buttons do not work, the audio jack works sometimes while other times it does not, and also the computer crashes randomly (possibly a hard-drive issue)As far as the trouble shooting, the technician wanted me to be in front of the computer and I mentioned to him several times that I was driving and not able to access the computer as I was both driving and that it was not in my possession at the timeWhen he asked when I would be available, I gave him days and times only to tell me that Dell support service was not available during those hoursI also asked what purpose would be served by needing to do a diagnostic, since that had already done in December with no avail as the technician was unable to resolve any of the issues and was ultimately unable to connect back in remotely with the laptopI also mentioned that the duration of that phone call and attempt lasted over an hour and that the overall call was very lengthyDell seems to be picking pieces of the complaint that best suits them while ignoring other complaints that they should be responsible forWhen asked what item #801-0417 was for Dell, I did not receive a responseAgain, I find it to be negligent of any business to wait so long to contact a customer and then apparently to blow them off time and time again so that they may contact them back at their leisureIt seems as though their theory is if they wait long enough that the customer with either give up or play a waiting game until the warranty has expiredWhile I had hoped that this issue would have been resolved in December, we are now beyond mid January and have not made any progress in the problem being addressed or solvedI have attached a copy of the online invoice showing item #801-(yr ltd warranty), I would assume that this would cover the issues regarding the screen, volume buttons and the potential hard-drive problems
Regards,
*** ***
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
Complaint: ***
I am rejecting this response because:Few times they called was too early in the morning.I'm not sure which country they are calling from?Also, in one of the email the Dell representative wrote, "I would advise you to provide us the PPID number of the monitor."I replied with, "Can you clarify what PPID means? I'm not a Dell employee."No response?
Regards,
*** **
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 refundWe regret any dissatisfaction they may have experienced and appreciate the feedback
Since the date of the submission, a Dell representative contacted the customer to discuss their concernsAs per the terms of the Warranty www.Dell.com/Warranty, our representative provided technical assistance and confirmed that the product was functioning properlyTheir request for refund was respectfully deniedShould Mr*** have any additional concerns regarding this case, he can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsPlease note that the order# *** was being delayed due to product availability issues; however,
now has been canceled as requested by Mr***We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative requested Dell centric information, such as, Service Tag#, or Express Service Code; however, Mr*** failed to provide any valid informationPlease note that Mr*** stated that the system was disposed of by him; therefore, we cannot provide further assistance in this matterFurthermore, his request for refund was respectfully deniedOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: *** Dell Inc
Dear RevDex.com, 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 submissionA 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 provided the customer with the compensation he requested. 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 GroupIncident ID# ***Dell Inc
Complaint: ***
I am rejecting this response because:
Regards,
*** ***I did get a message but, without an ext& when I called with no extthey didn't transfer meI did send Mr *** a message telling him when I could be reached & he continued to call later in the day when I'm not at homeI'm not willing to pay for something I didn't createI don't have another computer at home & so I have to go to the library away from my homeI'm a senior & having to leave my home isn't away's easyI sent Mr*** a response & I haven't gotten a callI really don't like the fact htat I have to pay for something that is no service to me.Respectfully, Mrs*** ***
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedWhen Dell provides a promotional third party item at no additional charge with the purchase of a Dell computer, a separate invoice must be produced and sent to our third party vendor for fulfillmentThe invoice amount for the promotional item is deducted from the total computer price in order to provide a separate receipt for warranty purposes and in the event a customer elects to return one or both itemsIf the customer has any further concerns we request they email the representative at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:I have spoken and e-mailed so many people at Dell now and they are still playing games. Where is my refund. They have all information to process the refund and they still do not do it. Now I have a 25th person to contact and start all over again.What kind of company is this?
Regards,
*** ***
Revdex.com:
I am sorry that I had to contact you concerning this problem. I'm sure you have plenty of complaints to deal with on a daily basisOnce my concern reached someone at Dell, resolution was fairly fast. I had tried to contact Dell myself multiple times without any results.Mr*** *** was helpful and stayed in touch with me during the process.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 very much for your kind assistance
*** ***
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
Unfortunately nothing was resolved by Dell UNTIL you became involved. Now it has been closed. Thank you for your assistance
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and advised, per the terms and condition of the sale and the Dell Limited Warranty, the warranty has expiredRecovery disks
are not shipped with the system and backup/recovery support is provided at: *** Fee based technical support is available at: *** We regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Complaint: ***
I am rejecting this response because:Dell must follow rulesIf you tell customers they will receive a free LG 32" LED Television with the purchase of a specific laptop that I ordered through a Dell Sales Rep, you must send me a television with the laptopIf not you are breaking the lawThat is considered advertising to sell your Dell computers to meet your quota and I want to now hear from your CEO Michael DellI want to talk with him on the phone, or have him send me a letterThis will keep him and others from paying fines for advertisingI do want to help you at this point from getting into any trouble.Have CEO or his secretary send me a letter with an appointment to talk with him to:more games!
Regards,*** ***