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. So although DELL - Alienware Support did finally step up and replace the unit: The Unit that had all the Key Components replaced at some point and still having many problems with itI just don't understand why I had to go so far to force them to do it.Long time DELL customer; have a Dell Credit Account that I use regularlyI purchase Extended Warranties; products oftenThis is my first experience with DELL - Alienware Support and let me just say I have a very bad taste in my mouth.I've never had a poor experience with DELL support before, but the Alienware Support has gotten a bad rep and I see why.Ultimately again they stepped up finally, the replacement they gave me was an Upgrade to what I originally had, and thus far it's fantastic! The rep that contacted me to work out the details of this Replacement was also FANTASTIC!!!So I do appreciate their resolution here, I just wish they could have done more during the Support process and I wouldn't have had to go to great lengths to get some Help on this and my confidence in Dell Support (Alienware) wouldn't be shaken.I'm going to remain a Dell customer; but I will probably not buy another Alienware againThis experience was Eye Opening
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 confirmed the order was received and the credit posted on 5/12/The representative can be reached at email ***@Dell.comAdvanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, This matter has been previously addressed, no alterations have been/will be made to the final resolutionThe customer was provided a replacement disc which was not necessaryIf the customer does not have a product key code since this is a retail version he purchased, he will need to contact Microsoft in order to receive oneIf the customer is needing assistances with installing the actual software on the system since it is a retail version he will need to contact the fee based software departmentSincerely, Executive Support Team 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 Our records indicate Dell
representative; *** has been instrumental is assisting the customer in receiving their full refund. Credit memo number *** confirms the process is complete. We certainly do apologize for any frustration this transaction may have caused our customer. 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,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate the customer first contacted us in regards to issues on 3/9/The customer has refused to troubleshoot with is part of the terms and conditions of the warrantyThe Dell representative *** did speak with the customer on 3/17/in regards to this complaintAt that time the representative respectfully denied the request to return due to the invoice date of 11/20/The representative explained that he will need to troubleshoot to determine what the issue and resolutionThe representative did attempt to follow up with the customer by email and phone with no further response by the customerWe have included the online link for the customer to review:
Hardware warranty: ***
If the customer is willing to schedule a time that he will be available to work with the representative assignedIf the customer has any further questions he may contact the representative by emailing ***@Dell.com
Sincerely,
Advanced Resolution Group
***
Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer repaired or replaced We regret any dissatisfaction she may have experienced and appreciate the feedback
provided Since the date of the submission, a Dell representative contacted the customer to discuss her concernsOur representative, for customer satisfaction reasons, processed a system exchange which has since been delivered to the customer We ask that she contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: I did not cause physical damage to this computer. I totally disagree with Dell. I will never buy another Dell Computer nor will I tell my relatives or friends to ever buy one. What good is a warienty if It does not take care of the problem. I am not happy with this at all
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 submissionDell representative, *** contacted the customer and explained that the warranty expired months agoThe
representative respectfully denied her request for a free repair but did offer a discounted rateIf the customer would like to move forward with the repair we ask that he contact the representative at ***@Dell.com for any further assistance she may need regarding this matterSincerely, Advanced Resolution Group Incident ID#*** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsPlease note that her Dell order was delayed due to product availability issuesAs a gesture of
goodwill and in the interest of customer satisfaction, our representative processed a partial credit to the original form of paymentOur representative also followto 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 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 submissionWe appreciate your taking the time to bring this matter to our attention. I assure you
we take matters like this very seriously and have initiated an investigation. Due to that investigation it was found that some of our gift card information was mistakenly sent to ***. At this time Dell is working with *** to identify the customers and taking corrective action. The customers’ information has not been reported to any of the credit bureaus. Dell representative, ***, contacted the customer and confirmed this information with the customer. If the customer has any future concerns please have the customer contact the representative by email at ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident 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 concerns and worked with the credit verification department to resolve this matter
Our records show, returns for order *** and *** have been processedFurthermore, both credits have been posted to the original form of payment, which should reflect on his next billing statementOur representative also followwith Mr*** to confirm resolutionWe 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 Team
Incident ID: ***
Dell Inc
Thank you for providing a copy of the customer submission. A Dell representative, ***, has contacted the customer and is working with them to reach a reasonable resolution. The representative can be reached directly by email at ***_***@Dell.com
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 to purchase the Dell product for the prior promotional priceWe regret any
dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative informed the customer that the promotion for the product in question had expiredOur representative also explained the terms and conditions of sale, located at www.Dell.com/WarrantyFurthermore, our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handTheir request for promotional price was respectfully denied. Should 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
Complaint: ***
I am rejecting this response because: The unit was NOT Damaged Accidentally, the only damage it might have received would have been shipping which they refuse to have taken a picture of the box to send me, they stated they threw the box out (Which why would you do that if you had to ship it back to the customer?)Furthermore, I have requested this case through Dell be escalated to to a Manager in the United States which they have refused!they are just not abiding by their warranty terms which the laptop should be fixed for free!This is the only info I received still no Name of a Manager or phone number in the USA!Dell Inc.Legal Department-MS-8033One Dell WayRound Rock, TX 78682Fax: ###-###-####
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I still strongly believe it is Dell's issue that this hardware problem is their fault due to a defect in their manufacture processHow can Dell put all the blame on the customer when all I did was open the laptop and a part of it snapped? The company just doesn't care for their consumers and don't even provide a customer first mindsetHow can they tell me that a defect isn't covered even if the laptop hasn't been owned for a year? I am ashamed that Dell will not take any blame at all and I won't accept anything less from them! I will not spend any money to have them fix it because they already have $from me buying the laptop!
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur records show that Mr*** worked with our technical support agent to resolve the issues related to
graphics adapter/driversFurthermore, Mr*** stated that the issues have been resolvedOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur 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, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell is not responsible for 3rd party websites and has reviewed the customers purchase several timesDell has closed this complaintAdvanced Resolution Group Incident *** 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
Regards,
*** ***Thank you *** for all your help! So appreciative
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted him and per the out of warranty status of the system, respectfully denied the request for free serviceHowever, as a one-time goodwill
gesture, *** offered a discount on out of warranty depot serviceMr*** declined and requested no further contact from DellShould Mr*** decide to accept the offer, *** remains available and may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident 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. So although DELL - Alienware Support did finally step up and replace the unit: The Unit that had all the Key Components replaced at some point and still having many problems with itI just don't understand why I had to go so far to force them to do it.Long time DELL customer; have a Dell Credit Account that I use regularlyI purchase Extended Warranties; products oftenThis is my first experience with DELL - Alienware Support and let me just say I have a very bad taste in my mouth.I've never had a poor experience with DELL support before, but the Alienware Support has gotten a bad rep and I see why.Ultimately again they stepped up finally, the replacement they gave me was an Upgrade to what I originally had, and thus far it's fantastic! The rep that contacted me to work out the details of this Replacement was also FANTASTIC!!!So I do appreciate their resolution here, I just wish they could have done more during the Support process and I wouldn't have had to go to great lengths to get some Help on this and my confidence in Dell Support (Alienware) wouldn't be shaken.I'm going to remain a Dell customer; but I will probably not buy another Alienware againThis experience was Eye Opening
Regards,
*** ***
A Dell representative is working with Mr*** *** to achieve a resolution for his concernsOur representative may be contacted via e-mail at ***
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 confirmed the order was received and the credit posted on 5/12/The representative can be reached at email ***@Dell.comAdvanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, This matter has been previously addressed, no alterations have been/will be made to the final resolutionThe customer was provided a replacement disc which was not necessaryIf the customer does not have a product key code since this is a retail version he purchased, he will need to contact Microsoft in order to receive oneIf the customer is needing assistances with installing the actual software on the system since it is a retail version he will need to contact the fee based software departmentSincerely, Executive Support Team 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 Our records indicate Dell
representative; *** has been instrumental is assisting the customer in receiving their full refund. Credit memo number *** confirms the process is complete. We certainly do apologize for any frustration this transaction may have caused our customer. 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,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate the customer first contacted us in regards to issues on 3/9/The customer has refused to troubleshoot with is part of the terms and conditions of the warrantyThe Dell representative *** did speak with the customer on 3/17/in regards to this complaintAt that time the representative respectfully denied the request to return due to the invoice date of 11/20/The representative explained that he will need to troubleshoot to determine what the issue and resolutionThe representative did attempt to follow up with the customer by email and phone with no further response by the customerWe have included the online link for the customer to review:
Hardware warranty: ***
If the customer is willing to schedule a time that he will be available to work with the representative assignedIf the customer has any further questions he may contact the representative by emailing ***@Dell.com
Sincerely,
Advanced Resolution Group
***
Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer repaired or replaced We regret any dissatisfaction she may have experienced and appreciate the feedback
provided Since the date of the submission, a Dell representative contacted the customer to discuss her concernsOur representative, for customer satisfaction reasons, processed a system exchange which has since been delivered to the customer We ask that she contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: I did not cause physical damage to this computer. I totally disagree with Dell. I will never buy another Dell Computer nor will I tell my relatives or friends to ever buy one. What good is a warienty if It does not take care of the problem. I am not happy with this at all
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 submissionDell representative, *** contacted the customer and explained that the warranty expired months agoThe
representative respectfully denied her request for a free repair but did offer a discounted rateIf the customer would like to move forward with the repair we ask that he contact the representative at ***@Dell.com for any further assistance she may need regarding this matterSincerely, Advanced Resolution Group Incident ID#*** Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsPlease note that her Dell order was delayed due to product availability issuesAs a gesture of
goodwill and in the interest of customer satisfaction, our representative processed a partial credit to the original form of paymentOur representative also followto 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 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 submissionWe appreciate your taking the time to bring this matter to our attention. I assure you
we take matters like this very seriously and have initiated an investigation. Due to that investigation it was found that some of our gift card information was mistakenly sent to ***. At this time Dell is working with *** to identify the customers and taking corrective action. The customers’ information has not been reported to any of the credit bureaus. Dell representative, ***, contacted the customer and confirmed this information with the customer. If the customer has any future concerns please have the customer contact the representative by email at ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident 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 concerns and worked with the credit verification department to resolve this matter
Our records show, returns for order *** and *** have been processedFurthermore, both credits have been posted to the original form of payment, which should reflect on his next billing statementOur representative also followwith Mr*** to confirm resolutionWe 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 Team
Incident ID: ***
Dell Inc
Thank you for providing a copy of the customer submission. A Dell representative, ***, has contacted the customer and is working with them to reach a reasonable resolution. The representative can be reached directly by email at ***_***@Dell.com
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 to purchase the Dell product for the prior promotional priceWe regret any
dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative informed the customer that the promotion for the product in question had expiredOur representative also explained the terms and conditions of sale, located at www.Dell.com/WarrantyFurthermore, our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handTheir request for promotional price was respectfully denied. Should 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
Complaint: ***
I am rejecting this response because: The unit was NOT Damaged Accidentally, the only damage it might have received would have been shipping which they refuse to have taken a picture of the box to send me, they stated they threw the box out (Which why would you do that if you had to ship it back to the customer?)Furthermore, I have requested this case through Dell be escalated to to a Manager in the United States which they have refused!they are just not abiding by their warranty terms which the laptop should be fixed for free!This is the only info I received still no Name of a Manager or phone number in the USA!Dell Inc.Legal Department-MS-8033One Dell WayRound Rock, TX 78682Fax: ###-###-####
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I still strongly believe it is Dell's issue that this hardware problem is their fault due to a defect in their manufacture processHow can Dell put all the blame on the customer when all I did was open the laptop and a part of it snapped? The company just doesn't care for their consumers and don't even provide a customer first mindsetHow can they tell me that a defect isn't covered even if the laptop hasn't been owned for a year? I am ashamed that Dell will not take any blame at all and I won't accept anything less from them! I will not spend any money to have them fix it because they already have $from me buying the laptop!
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur records show that Mr*** worked with our technical support agent to resolve the issues related to
graphics adapter/driversFurthermore, Mr*** stated that the issues have been resolvedOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur 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, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell is not responsible for 3rd party websites and has reviewed the customers purchase several timesDell has closed this complaintAdvanced Resolution Group Incident *** 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
Regards,
*** ***Thank you *** for all your help! So appreciative
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted him and per the out of warranty status of the system, respectfully denied the request for free serviceHowever, as a one-time goodwill
gesture, *** offered a discount on out of warranty depot serviceMr*** declined and requested no further contact from DellShould Mr*** decide to accept the offer, *** remains available and may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc