Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsIn the interest of customer satisfaction, our representative processed a credit
for the Premium Support order number *** to the original form of payment, which should reflect on her next billing statementOur 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 Team
Incident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because: Now Dell is fabricating information relevant to the fileWe have not indicated we do not want to be contacted, this is not true. We have asked for our computer to be replaced or a refund of our purchase since Dell has been unable to repair the product and keeps putting us through various loopholes to resolve the issueNone of these process have corrected the problem
Regards,
*** ***
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 authorized a new system exchange to resolve the technical problems the customer had been having with his computer. However, when the customer received the new system, they discovered it was having the very same issues as their original. When *** called the customer, the customer informed *** they found and resolved the problem. The customer went on to tell *** when they start up the system they have the option to change the display to one adapter, and when they did this, the problem was solved. The customer has told *** the system works as intended. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
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 informed *** they do not wish to speak with Dell anymore so at this time Dell cannot offer a resolutionShould 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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell service and support and wants a no- cost repair, replacement, or refund for their LG TVWe 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 assistanceOur representative explained the terms of sale and the return policy, located at www.Dell.com/WarrantyFurthermore, Dell’s return policy states that a return for credit is limited to the first thirty days from the invoice dateOur records indicate, the purchase was made during September 2016; therefore, their request for refund was respectfully deniedCustomer was also referred to LG for further related service and support for their TVShould 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:This is the 3rd computer that they have sent me in months ( all new computers) and each time I get a issue that makes it impossible to usethe first one they sent me had a headphone jack issue so they sent me a new oneThe second one they sent me had motherboards replaced and had a battery and keyboard issue before I demanded a new oneThe 3rd one I have has only been in my possession for weeks and now wont even boot up ( turns on display is black then shuts downIt continues to do it.) There is no reason why I should have to pay k for a company that clearly sells horrible products and services.I am asking for a complete refund of the money I have put towards the payment planAsking for a formal letter of apology not from a supervisor but from a higher upIf this cannot be done I am asking for a NEW laptop sent to me in three days
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I think nobody can accept the reason they sayUnder condition, the gift card expired I will never say that it was Dell's sales agent's faults, and never ask Revdex.com for helpBut in this time, it is obviously your mistake due to this issueYour policy and term about the gift card should applied to condition, not this issueI must tell the truth againIt was you sales agent placed the wrong order to wrong address, and when package return to your factory, you should make a replacement for me but deniedAnd then You should tell me the returned gift card will expire in days but neverNow How can you say that ridiculous reason to reject me? I never have heard customer should pay for the business's mistake.
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** has been in contact with the customerDue to the customers situation they have been able to work with the resolverThe customer has the representatives contact information and we remain available to assist the
customerPlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matterSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, advised Mr*** that our records indicate the credit has been applied to the original form of paymentWe regret any dissatisfaction
Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Today’s Date: 01/12/2016 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 states technical concerns with their Dell systemAt this time the agent provided troubleshooting for the system and resolved the matterThe customer confirmed the unit is in working order as wellDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***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 a refund 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 concerns and determined that the service the customer contacted was a third party and the support provided was not from Dell Our representative provided the correct contact information to reach Dell and offered assistance in diagnosing any covered technical issues to provide assistance The customer has since told our representative that the computer appears to be functioning as it should We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty and ask that she contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with communication and processing expectations for an exchange which was processed to replace his computer We regret any miscommunication which may have occurred
and appreciate the feedback Since the date of the submission, a Dell representative contacted Mr*** to discuss his concerns and provide assistance Subsequently, for customer satisfaction reasons, Dell processed another system exchange and a new computer has been delivered to Mr*** Our representative provided his contact information and will remain available should he need follow up assistance in this matter Mr*** may also contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Sincerely,Advanced Resolution GroupIncident 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 concernsOur representative explained the terms and conditions of Dell’s limited hardware warranty, which
dictate that software issues are not covered under the warrantyOur representative also confirmed Dell hardware functionalityAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative provided technical assistanceOur 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 via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support Team
Incident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Dell, Inc's response to this issue is TOTALLY UNACCEPTABLE! They did NOTHING to try to resolve this issueTheir own employee (***) offered a 10% compensation for the misunderstandingWhile he was trying to process this, the phone cut off the call because of it being their 8pm central time closingWhen I told the gentleman who responded to my complaint, he simply said "We are doing nothingYou are not entitled!" I am appalled that they would be this wayI even offered to take a polygraph to prove my claimI also have a friend who called me about the sale that saw the same add! When I told him about this he was appalled as wellHe, too, would testify to the add being there. Dell needs to do something about customer service! Maybe moving it to the USA would be a good start!
Regards,
*** ***
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 replaced Dell records do not reflect that there has been any history of hardware component failures or any
covered hardware issues at the time the customer’s warranty expired Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative indicated the issue may be software related and, for customer satisfaction reasons, offered to assist with reloading the operating system software The customer declined this offer and requested a system exchange which was denied Dell does not provide exchange computers for software issues Should the customer reconsider and want to accept the offer for assistance, we ask that she contact our representative within ten days from this response at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***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 a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell has a thirty (30) day Return Period and, as the order invoiced during 2014, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, processed a service dispatch to correct the technical issues The customer may contact our representative at *** should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 04/29/2016 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 states technical concernsAt this time the agent has not received a response from the customer nor has the customer gone through the troubleshooting process with DellWe ask the customer to contact the representative at ***@Dell.com should they wish to troubleshoot the unit. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
To date, since my complaint was lodged with the Revdex.com, a representative from Dell has contacted me at least twice with information and a very prompt followup.I am aware of the lead time for mailings, however after being assured for well over a year that the mailings would terminate, I decided no one was doing anything about it.The response from Revdex.com and Dell Computer has been quite surprising. Based on the information provided, I feel that my request/demands will be addressed to my satisfaction.If not, I will re-register the complaint.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,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer reported that an unauthorized order has been placed with her credit card and wants the charge removed 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 concerns Our representative told the customer when she called it was too late to stop the shipment and verified that the customer has filed a police report The customer’s Dell account has been updated and the charge with the customer’s bank account should be reversed based on the action already taken by the customer We ask that the customer contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 03/15/2016 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 correspondenceAt this
time the agent has confirmed with the customer the refund has been processedDell 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*** ***A Dell representative recently contacted Ms*** regarding her concernsIn the interest of customer satisfaction, our representative processed a credit
for the Premium Support order number *** to the original form of payment, which should reflect on her next billing statementOur 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 Team
Incident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because: Now Dell is fabricating information relevant to the fileWe have not indicated we do not want to be contacted, this is not true. We have asked for our computer to be replaced or a refund of our purchase since Dell has been unable to repair the product and keeps putting us through various loopholes to resolve the issueNone of these process have corrected the problem
Regards,
*** ***
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 authorized a new system exchange to resolve the technical problems the customer had been having with his computer. However, when the customer received the new system, they discovered it was having the very same issues as their original. When *** called the customer, the customer informed *** they found and resolved the problem. The customer went on to tell *** when they start up the system they have the option to change the display to one adapter, and when they did this, the problem was solved. The customer has told *** the system works as intended. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
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 informed *** they do not wish to speak with Dell anymore so at this time Dell cannot offer a resolutionShould 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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell service and support and wants a no- cost repair, replacement, or refund for their LG TVWe 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 assistanceOur representative explained the terms of sale and the return policy, located at www.Dell.com/WarrantyFurthermore, Dell’s return policy states that a return for credit is limited to the first thirty days from the invoice dateOur records indicate, the purchase was made during September 2016; therefore, their request for refund was respectfully deniedCustomer was also referred to LG for further related service and support for their TVShould 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:This is the 3rd computer that they have sent me in months ( all new computers) and each time I get a issue that makes it impossible to usethe first one they sent me had a headphone jack issue so they sent me a new oneThe second one they sent me had motherboards replaced and had a battery and keyboard issue before I demanded a new oneThe 3rd one I have has only been in my possession for weeks and now wont even boot up ( turns on display is black then shuts downIt continues to do it.) There is no reason why I should have to pay k for a company that clearly sells horrible products and services.I am asking for a complete refund of the money I have put towards the payment planAsking for a formal letter of apology not from a supervisor but from a higher upIf this cannot be done I am asking for a NEW laptop sent to me in three days
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I think nobody can accept the reason they sayUnder condition, the gift card expired I will never say that it was Dell's sales agent's faults, and never ask Revdex.com for helpBut in this time, it is obviously your mistake due to this issueYour policy and term about the gift card should applied to condition, not this issueI must tell the truth againIt was you sales agent placed the wrong order to wrong address, and when package return to your factory, you should make a replacement for me but deniedAnd then You should tell me the returned gift card will expire in days but neverNow How can you say that ridiculous reason to reject me? I never have heard customer should pay for the business's mistake.
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** has been in contact with the customerDue to the customers situation they have been able to work with the resolverThe customer has the representatives contact information and we remain available to assist the
customerPlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matterSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, advised Mr*** that our records indicate the credit has been applied to the original form of paymentWe regret any dissatisfaction
Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Today’s Date: 01/12/2016 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 states technical concerns with their Dell systemAt this time the agent provided troubleshooting for the system and resolved the matterThe customer confirmed the unit is in working order as wellDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***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 a refund 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 concerns and determined that the service the customer contacted was a third party and the support provided was not from Dell Our representative provided the correct contact information to reach Dell and offered assistance in diagnosing any covered technical issues to provide assistance The customer has since told our representative that the computer appears to be functioning as it should We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty and ask that she contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with communication and processing expectations for an exchange which was processed to replace his computer We regret any miscommunication which may have occurred
and appreciate the feedback Since the date of the submission, a Dell representative contacted Mr*** to discuss his concerns and provide assistance Subsequently, for customer satisfaction reasons, Dell processed another system exchange and a new computer has been delivered to Mr*** Our representative provided his contact information and will remain available should he need follow up assistance in this matter Mr*** may also contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Sincerely,Advanced Resolution GroupIncident 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 concernsOur representative explained the terms and conditions of Dell’s limited hardware warranty, which
dictate that software issues are not covered under the warrantyOur representative also confirmed Dell hardware functionalityAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative provided technical assistanceOur 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 via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support Team
Incident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Dell, Inc's response to this issue is TOTALLY UNACCEPTABLE! They did NOTHING to try to resolve this issueTheir own employee (***) offered a 10% compensation for the misunderstandingWhile he was trying to process this, the phone cut off the call because of it being their 8pm central time closingWhen I told the gentleman who responded to my complaint, he simply said "We are doing nothingYou are not entitled!" I am appalled that they would be this wayI even offered to take a polygraph to prove my claimI also have a friend who called me about the sale that saw the same add! When I told him about this he was appalled as wellHe, too, would testify to the add being there. Dell needs to do something about customer service! Maybe moving it to the USA would be a good start!
Regards,
*** ***
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 replaced Dell records do not reflect that there has been any history of hardware component failures or any
covered hardware issues at the time the customer’s warranty expired Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative indicated the issue may be software related and, for customer satisfaction reasons, offered to assist with reloading the operating system software The customer declined this offer and requested a system exchange which was denied Dell does not provide exchange computers for software issues Should the customer reconsider and want to accept the offer for assistance, we ask that she contact our representative within ten days from this response at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***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 a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell has a thirty (30) day Return Period and, as the order invoiced during 2014, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, processed a service dispatch to correct the technical issues The customer may contact our representative at *** should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 04/29/2016 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 states technical concernsAt this time the agent has not received a response from the customer nor has the customer gone through the troubleshooting process with DellWe ask the customer to contact the representative at ***@Dell.com should they wish to troubleshoot the unit. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
To date, since my complaint was lodged with the Revdex.com, a representative from Dell has contacted me at least twice with information and a very prompt followup.I am aware of the lead time for mailings, however after being assured for well over a year that the mailings would terminate, I decided no one was doing anything about it.The response from Revdex.com and Dell Computer has been quite surprising. Based on the information provided, I feel that my request/demands will be addressed to my satisfaction.If not, I will re-register the complaint.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,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer reported that an unauthorized order has been placed with her credit card and wants the charge removed 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 concerns Our representative told the customer when she called it was too late to stop the shipment and verified that the customer has filed a police report The customer’s Dell account has been updated and the charge with the customer’s bank account should be reversed based on the action already taken by the customer We ask that the customer contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 03/15/2016 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 correspondenceAt this
time the agent has confirmed with the customer the refund has been processedDell 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