Complaint: ***
I am rejecting this response because: it took weeks to take care of problem that should have taken a few days at most; no one from Dell gave my any explanation for the ridiculous delay
Regards,
*** ***
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 representative authorized a depot service and has followed up with return shipping informationThe representative will follow up to confirm receipt and no further issuesThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group *** 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 issued the customer a coupon to make up the difference in the monitor price. Should the customer have any additional concerns they 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. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Dell representative, ***, is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submission We remain available to assist and ask that the customer contact our representative at ***@Dell.com
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 customer had placed his order with Dell on July 2, The carrier Federal Express had picked up the shipment on July and had made delivery on July 14. The Dell representative; *** had called and left a message for the customer by phone and email on July to inform Mr*** of the shipment tracking number. The customer called Dell back on July asking that the representative answering the phone would update *** by letting him know Mr*** had received his order. Mr*** went on to share his concern about the updates he had been receiving from Dell which he says were not timely. We certainly do apologize and appreciate the customer calling back to share his input on this matter. At the end of the call Mr*** said Dell may close the case as he had no other concerns. We thank the Revdex.com and Mr*** for bringing this matter to our attention. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. 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 reviewed Dell’s records and found that Dell had not only referred the customer to Microsoft to request assistance with the downloadable games, but Dell had also reached out to Microsoft who informed Dell they would take ownership of the matter and contact the customer. On December 13, 2017, *** called the customer regarding the matter and Mr*** confirmed Microsoft has provided him with the games as well as provide him with compensation. Microsoft has settled the matter to Mr***’s satisfaction. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has contacted the customer and dispatched a creditOur records indicate it has been applied to the original form of paymentWe regret any dissatisfaction which may
have been experienced and appreciate the feedback provided.Sincerely, Advanced Resolution Group Incident ID: ***Dell, Inc
Today’s Date: 04/03/2017Dear 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, Mr*** ***, to address the contents of their correspondenceThe customer states continued technical concerns with their Dell unit powering and requests the unit be servicedDell shares Mr*** ***'s desire to resolve this matter and as such has offered solutions as per the terms of the warranty. The agent has offered a refurbished exchange or to send the unit into depot under white glove care. Mr*** has declined both these offers citing the time to service this unitDell regrets any inconvenience caused and we thank the customer for their time and patience during this processShould the customer wish to move forward with these solutions they may contact the representative at ***@Dell.com to do so.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe customer opted not to accept the representative offer to assist in replacing the orderA full refund has already been provided and at this time have moved to close the complaintAdvanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Our records indicate that Dell credit did process on 6/4/we ask that the customer follow up with their bank and provide reference #*** $Dell representative *** will be following back up with the customer to confirm with MrBakerThe
customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:Once again, Dell's characterization of this incident is riddled with errors and inaccuracies Firstly, the product key is not provided to the customer at the time of purchase and when I called simply to request my product key, I was informed that it was "injected into the BIOS" and not available to me Secondly, Dell DID NOT "as a goodwill gesture provide me with a backup operating disc and a resolution." This is patently false Similarly, I NEVER demanded free software support either to assist me in wiping my hard drive (why would I want to do that??) or to reinstall the OS Although I am trying my best to avoid the word, these are just blatant lies.While Dell can claim that my system crash was not their doing, I am again forced to point out that it occurred WHILE they were running their diagnostics test My machine was operating perfectly before they began messing with it How much clearer can I be on this point??There is a telephone recording of my interaction with Dell I challenge them to call me on the phone so that we can review the episode together The reality will quickly reveal itself to be at odds with Dell's version of the facts.Furthermore, I am sick and tired of repeatedly being accused by Dell of attempted theft of service I find it not just offensive but also despicable They could not have been more at fault in this episode and their repeated evasions and dissembling are the earmarks of a company that cares not a whit for its customers and is rotten right to its very core How much clearer can I be on THIS point??Although I'm just a guy and Dell is a $billion dollar company, they should still have the decency to step up and do the right thing when their customers have been wronged How hard is that, really? In Dell's case, it is seeming near impossible
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
the customer had purchased their Inspiron Notebook on 11/20/with a free upgrade to Windows Operating System. Included in this purchase was a Free Promotion; a Basic Venue Pro Tablet which had a value of $99. The customer has upgraded the operating system on the Inspiron Notebook to Windows and they attempted to upgrade the Venue Pro Tablet as well. Unfortunately, the Venue Pro Tablet does not have enough memory to support the upgrade to Windows 10, so it had been suggested the customer keep the original operating system. The customer attempted the upgrade again and after failure, reported the unit was not powering on, so Dell shipped the tablet to the depot, who found no hardware issue with the tablet. The tablet was sent back to the customer. The customer again reported the unit was not powering on so Dell shipped the unit back to the depot and this time the battery and motherboard were replaced and the depot even reinstalled the original operating system. The customer had asked for Dell to replace his tablet but unfortunately we no longer sell this unit and even if we did, a replacement would still not support an upgrade to Windows 10. The case was assigned to our representative, *** ***. In the interest of customer satisfaction, *** has authorized Dell to pay to upgrade the hardware warranty on the Inspiron Notebook to onsite service for the remainder of their notebook contract. *** has also provided the customer with a concession in the amount of $back to the customer’s Visa Card. Dell has allowed the customer to keep the Venue Pro Tablet. We apologize if the processing of this concession was lengthy, but since there were no funds paid to Dell for the tablet, the process required additional internal approvals in order to process. We are pleased to have provided the customer with these concessions; and we thank the Revdex.com for bringing the matter to our attention. Please have the customer contact our representative directly by email at ***_***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer indicated he would like his original records changed to reflect a different configuration than what he originally purchased and would like to purchase a warranty extension Dell policy would prevent our representatives from altering the original configuration the customer purchased and our technicians will only support the system as originally configured under the terms of Dell’s Limited Hardware Warranty Should the customer want to discuss a warranty extension, our extended services sales representatives can be reached at ###-###-#### We ask that the customer contact our representative at *** should there be any further questions regarding this matter.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
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 setup a return for the customer’s unwanted computer and processed a refund. 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
Complaint: ***
I am rejecting this response because: Dell has not actually offered ANY resolution at allDell has done nothing to help the situation, and has not replaced the computerThe person that they've listed as the one who has reached out to contact me is apparently not able to properly communicate, and he is the very same person that has 'blown up' my voicemail with repeated unintelligible messagesThis person cannot be understood by me, and I am feeling harassed by the volume of garbled messages this person leaves (whatever they may be saying)This is also the same person that has sent multiple FORM emailsEach time I have replied to the form emails, I am sent the SAME ORIGINAL FORM email in return (this person does not seem to properly understand english writing or speech)I am not sure what Dell is doing here, but it is frustrating, harassing, and does nothing to help the computer or the situation.At this point I must begin to consider small claims court or something the like, so that I can get a refund in order to purchase a properly functioning (and non dangerousthe sharp cutting edge) computer.Please let me know how Dell intends to rectify this situation.
Regards,
** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative *** is researching with the internal department why the credit has not posted to the customer accountThe representative will update the customer once a resolution is in placeIf the customer has any further questions or concerns the representative can be reached my emailing ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because:
I had both emailed and telephoned to Dell's rep - *** *** - that did not accept the $coupon; was not happy with their support and had suffered more than a thousand dollars in damages. I said I would accept $refundShe did not respond to either my email or phone calls. I was waiting for the response in order to be able to respond to the Revdex.com complaint. (Did not realize that had only days to respond)
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, contacted Ms*** and respectfully denied her requestPer the terms and condition of the sale, Ms*** opted to utilize the Student
Offer Discount in lieu of the free television offerWe regret any dissatisfaction Ms*** may have experienced*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by MrDavid ***Our representative has contacted him and a replacement system has been dispatchedOur records
indicate the system has been delivered and Mr*** confirmed receiptWe regret any dissatisfaction which may have been experienced and appreciate the feedback provided
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Today’s Date: 11/25/2015 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 correspondenceWe
thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: it took weeks to take care of problem that should have taken a few days at most; no one from Dell gave my any explanation for the ridiculous delay
Regards,
*** ***
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 representative authorized a depot service and has followed up with return shipping informationThe representative will follow up to confirm receipt and no further issuesThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group *** 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 issued the customer a coupon to make up the difference in the monitor price. Should the customer have any additional concerns they 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. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Dell representative, ***, is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submission We remain available to assist and ask that the customer contact our representative at ***@Dell.com
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 customer had placed his order with Dell on July 2, The carrier Federal Express had picked up the shipment on July and had made delivery on July 14. The Dell representative; *** had called and left a message for the customer by phone and email on July to inform Mr*** of the shipment tracking number. The customer called Dell back on July asking that the representative answering the phone would update *** by letting him know Mr*** had received his order. Mr*** went on to share his concern about the updates he had been receiving from Dell which he says were not timely. We certainly do apologize and appreciate the customer calling back to share his input on this matter. At the end of the call Mr*** said Dell may close the case as he had no other concerns. We thank the Revdex.com and Mr*** for bringing this matter to our attention. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. 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 reviewed Dell’s records and found that Dell had not only referred the customer to Microsoft to request assistance with the downloadable games, but Dell had also reached out to Microsoft who informed Dell they would take ownership of the matter and contact the customer. On December 13, 2017, *** called the customer regarding the matter and Mr*** confirmed Microsoft has provided him with the games as well as provide him with compensation. Microsoft has settled the matter to Mr***’s satisfaction. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has contacted the customer and dispatched a creditOur records indicate it has been applied to the original form of paymentWe regret any dissatisfaction which may
have been experienced and appreciate the feedback provided.Sincerely, Advanced Resolution Group Incident ID: ***Dell, Inc
Today’s Date: 04/03/2017Dear 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, Mr*** ***, to address the contents of their correspondenceThe customer states continued technical concerns with their Dell unit powering and requests the unit be servicedDell shares Mr*** ***'s desire to resolve this matter and as such has offered solutions as per the terms of the warranty. The agent has offered a refurbished exchange or to send the unit into depot under white glove care. Mr*** has declined both these offers citing the time to service this unitDell regrets any inconvenience caused and we thank the customer for their time and patience during this processShould the customer wish to move forward with these solutions they may contact the representative at ***@Dell.com to do so.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe customer opted not to accept the representative offer to assist in replacing the orderA full refund has already been provided and at this time have moved to close the complaintAdvanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Our records indicate that Dell credit did process on 6/4/we ask that the customer follow up with their bank and provide reference #*** $Dell representative *** will be following back up with the customer to confirm with MrBakerThe
customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:Once again, Dell's characterization of this incident is riddled with errors and inaccuracies Firstly, the product key is not provided to the customer at the time of purchase and when I called simply to request my product key, I was informed that it was "injected into the BIOS" and not available to me Secondly, Dell DID NOT "as a goodwill gesture provide me with a backup operating disc and a resolution." This is patently false Similarly, I NEVER demanded free software support either to assist me in wiping my hard drive (why would I want to do that??) or to reinstall the OS Although I am trying my best to avoid the word, these are just blatant lies.While Dell can claim that my system crash was not their doing, I am again forced to point out that it occurred WHILE they were running their diagnostics test My machine was operating perfectly before they began messing with it How much clearer can I be on this point??There is a telephone recording of my interaction with Dell I challenge them to call me on the phone so that we can review the episode together The reality will quickly reveal itself to be at odds with Dell's version of the facts.Furthermore, I am sick and tired of repeatedly being accused by Dell of attempted theft of service I find it not just offensive but also despicable They could not have been more at fault in this episode and their repeated evasions and dissembling are the earmarks of a company that cares not a whit for its customers and is rotten right to its very core How much clearer can I be on THIS point??Although I'm just a guy and Dell is a $billion dollar company, they should still have the decency to step up and do the right thing when their customers have been wronged How hard is that, really? In Dell's case, it is seeming near impossible
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
the customer had purchased their Inspiron Notebook on 11/20/with a free upgrade to Windows Operating System. Included in this purchase was a Free Promotion; a Basic Venue Pro Tablet which had a value of $99. The customer has upgraded the operating system on the Inspiron Notebook to Windows and they attempted to upgrade the Venue Pro Tablet as well. Unfortunately, the Venue Pro Tablet does not have enough memory to support the upgrade to Windows 10, so it had been suggested the customer keep the original operating system. The customer attempted the upgrade again and after failure, reported the unit was not powering on, so Dell shipped the tablet to the depot, who found no hardware issue with the tablet. The tablet was sent back to the customer. The customer again reported the unit was not powering on so Dell shipped the unit back to the depot and this time the battery and motherboard were replaced and the depot even reinstalled the original operating system. The customer had asked for Dell to replace his tablet but unfortunately we no longer sell this unit and even if we did, a replacement would still not support an upgrade to Windows 10. The case was assigned to our representative, *** ***. In the interest of customer satisfaction, *** has authorized Dell to pay to upgrade the hardware warranty on the Inspiron Notebook to onsite service for the remainder of their notebook contract. *** has also provided the customer with a concession in the amount of $back to the customer’s Visa Card. Dell has allowed the customer to keep the Venue Pro Tablet. We apologize if the processing of this concession was lengthy, but since there were no funds paid to Dell for the tablet, the process required additional internal approvals in order to process. We are pleased to have provided the customer with these concessions; and we thank the Revdex.com for bringing the matter to our attention. Please have the customer contact our representative directly by email at ***_***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer indicated he would like his original records changed to reflect a different configuration than what he originally purchased and would like to purchase a warranty extension Dell policy would prevent our representatives from altering the original configuration the customer purchased and our technicians will only support the system as originally configured under the terms of Dell’s Limited Hardware Warranty Should the customer want to discuss a warranty extension, our extended services sales representatives can be reached at ###-###-#### We ask that the customer contact our representative at *** should there be any further questions regarding this matter.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
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 setup a return for the customer’s unwanted computer and processed a refund. 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
Complaint: ***
I am rejecting this response because: Dell has not actually offered ANY resolution at allDell has done nothing to help the situation, and has not replaced the computerThe person that they've listed as the one who has reached out to contact me is apparently not able to properly communicate, and he is the very same person that has 'blown up' my voicemail with repeated unintelligible messagesThis person cannot be understood by me, and I am feeling harassed by the volume of garbled messages this person leaves (whatever they may be saying)This is also the same person that has sent multiple FORM emailsEach time I have replied to the form emails, I am sent the SAME ORIGINAL FORM email in return (this person does not seem to properly understand english writing or speech)I am not sure what Dell is doing here, but it is frustrating, harassing, and does nothing to help the computer or the situation.At this point I must begin to consider small claims court or something the like, so that I can get a refund in order to purchase a properly functioning (and non dangerousthe sharp cutting edge) computer.Please let me know how Dell intends to rectify this situation.
Regards,
** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative *** is researching with the internal department why the credit has not posted to the customer accountThe representative will update the customer once a resolution is in placeIf the customer has any further questions or concerns the representative can be reached my emailing ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because:
I had both emailed and telephoned to Dell's rep - *** *** - that did not accept the $coupon; was not happy with their support and had suffered more than a thousand dollars in damages. I said I would accept $refundShe did not respond to either my email or phone calls. I was waiting for the response in order to be able to respond to the Revdex.com complaint. (Did not realize that had only days to respond)
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, contacted Ms*** and respectfully denied her requestPer the terms and condition of the sale, Ms*** opted to utilize the Student
Offer Discount in lieu of the free television offerWe regret any dissatisfaction Ms*** may have experienced*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by MrDavid ***Our representative has contacted him and a replacement system has been dispatchedOur records
indicate the system has been delivered and Mr*** confirmed receiptWe regret any dissatisfaction which may have been experienced and appreciate the feedback provided
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Today’s Date: 11/25/2015 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 correspondenceWe
thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . Sincerely, Executive Support TeamIncident ID: ***Dell Inc