Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss their concerns The representative verified that the refund has been processed and confirmed with Dell Financial Services that the associated late fee has been waived The customer should see this reflected on their next monthly billing statement We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance they may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
The Dell representative is continuing to work with the customer regarding their concerns Representative, [redacted] will remain the customer’s point of contact until this matter has been resolved The representative can be reached directly by email at [redacted] @Dell.com
Revdex.com:I have received three calls from DellAll of which I returned and asked to speak to the person at the extension that was provided to me on my voicemail Each voicemail provided a number to call back, which was ###-###-####And ask for ext# [redacted] Each time I called back, I was told there was no one using that extension number I was asked to spell the name of the person who called me The message left for me did not spell the name, and the broken English accent sounded like the person said their name was [redacted] When I told the operator who answered the call, I was told each time there wasn't anyone there by that name I have reviewed the response made by the business in reference to complaint ID [redacted] , and DO NOT find that this resolution to be satisfactory to me I have not been able to get ahold of anyoneI have not received any emails concerning this matter eitherJust the three phone calls Regards, [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] , in the interest of customer satisfaction, has authorized the complete return and full refund to the customer for the return of the Dell Inspiron Notebook The refund has posted to the customer’s credit card under credit memo number [redacted] Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsPlease note that his Dell account related issues have been resolvedAs a onetime gesture of goodwill, a credit for the late fee has been processed and his Dell Preferred Account balance is zero, ($0.00)Furthermore, his credit history is not affected by this transactionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for warranty support and wants on-site service to repair her computer We regret any miscommunication which may have occurred and appreciate the feedback Per the terms and conditions of Dell’s Limited Hardware Warranty, to distinguish between software and hardware problems and determine whether and what part dispatches might be necessary, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering warranty serviceDell records indicate the computer was purchased from a third party and included a Retail Return to Depot warranty Previously, as a on-time concession for customer satisfaction reasons, the customer was provided on-site service however Dell will not be providing ongoing on-site support as the customer requests Since the date of the submission, a Dell representative contacted the customer to discuss her concerns and assist in resolving the technical issues per the terms of her warranty The customer declined this assistance Should the customer reconsider and agree to troubleshoot with our representative, we ask that she contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
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, [redacted] , contacted the customer it was determined that a hard drive and motherboard will need to be replacedThe representative will follow up once parts replaced to confirm resolutionIf the customer chooses to move forward with the resolution we ask that he contact the representative by email at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] *** The problem is this is a gaming laptop They are saying that this laptop is designed to only function when plugged into the power That is not how a laptop should work That is just like buying a mobile phone and then finding out that you can only make calls while it is plugged into the wall No, it has a battery and it is supposed to be able to run off of the battery If they are designing this laptop, to not function as a laptop, then they should give you that info when you are making the purchase, that should be an upfront warning No other laptop I have ever used had to be plugged in to function correctly Also if this is their design, why wouldn't they just tell me that the very first call? Instead of spending 3+ months of trouble shooting, of sending a tech out to my house to replace the battery to fix this issue? This is not how a laptop is supposed to function and they just do not want to honor their warranty to fix it Or they honestly could not figure out how to make this small laptop run off a battery to fit in the size they wanted the laptop, so instead of making it bigger, they just made it only function correctly when plugged in, but again that is not how a laptop should work and they should give you that warning when making the purchase so you can make the decision if you want to buy it or go with another brand and get a laptop that is able to function as a laptop on batteryTheir response that they just don't care and are unwilling to do anything at all is unacceptable, I spent $2,on a GAMING LAPTOP, it should be able to play games when using it as a laptop Any $regular laptop can accomplish this, so spending the extra money on a special gaming one should be able to do it as wellI would really like assistance in pursuing this issue further until they accept they are selling a device that is not function properly and will replace it with one that does, or just refund my money so I can purchase one that does work 100% how it shouldThank you
Today’s Date: 06/14/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondence The customer states continued technical concernsAt this time the agent has processed a system exchange for the customerUnfortunately the agent has been unable to reach the customer to verify the unit was received in proper orderDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: As I have said over and over again, I DID send the laptop (MY ONLY ONE) that I had bought from [redacted] with the service tag# [redacted] to themI couldn't take a picture of MY laptop Because THEY HAVE IT! There was never any pictures taken that I know of or that was mentioned so once again they are lying to cover their mistake of losing my laptop and sending me an older one and trying to pass it off as the one I sentAs I said, HOW would I be able to match up a service tag # with a model had I not had owned it to begin with??? Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: no reasonable reply was given to meAgain, in all term the rep showed me just said gift card can't be used to buy gift card; but no evidence to show the consumer lost money if buying gift card by gift cardSo I believe DELL should refund me the money Regards, [redacted] ***
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionCustomer expressed dissatisfaction with communication and processing expectations for a recent Dell orderDell realizes situations such as this can be disappointing for our customers; we truly do apologizePlease understand, Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we reserve the right to deny the processing of any orders arising from pricing or other errorsIn fact, our published policies communicate the fact that "Dell is not responsible for pricing, typographical, or while supplies last, in any offer by Dell” We appreciate the customer taking the time to bring this observation to our attentionAs a goodwill gesture a 10% discount has been provided which has been posted back to the original form of paymentWe are sorry, but we are unable to honor promotional pricing and must respectfully deny the requestSincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The Dell computer --which this complaint has dealt with--was received by my son, [redacted] , on Friday, Nov4thYesterday, Nov6th, I spoke with [redacted] who told me that there is still a flickering problem with the screen! I am NOT satisfied, and I certainly would like to have a refund of this computer Dell has had opportunities to repair this computer, and they have not been able to do so The first problem (end of August-beginning of Sept.) was that the computer crashed and needed a new "logic board" The computer was sent to Dell, they made the repair and sent it back The next day after [redacted] began using his computer, the screen started flickeringI submitted my complaint to the Revdex.com because Dell wanted us to send it back to them for another repair, and I wanted to have a refundSince Dell would not give a refund, I was forced to go along with their 2nd repair request to send someone from Dell to repair the computer However, the service technician was unable to make the repair because Dell had tightened the screws so tightly on the computer that the technician "stripped" the screws trying to access and repair the computer The 3rd repair opportunity occurred in the last week when we had to send the computer back to Dell for a repair of the "flickering screen" [redacted] (my son) received the computer, and it is STILL flickering! I am NOT willing to send this back to Dell again for a repair They have had opportunities to make the repairs, and they haven't I simply would like a refund, please Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Customer expressed dissatisfaction with Dell service and support and wants a refundWe 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, limited hardware warranty, and the return policy (www.Dell.com/Warranty)Dell’s return policy states that a return for credit is limited to the first thirty days from the invoice dateAny product returned to Dell without prior authorization from Dell will be considered an unauthorized return, and you will not receive credit for the product and Dell will not ship the product back to youOur records indicate, the original online order number [redacted] invoiced during September, 2016; therefore, a refund would not be an optionFurthermore, their request for reimbursement of third party service was respectfully deniedWe remain ready to assist Ms [redacted] within the terms of the warranty and our other policiesShould she have any additional concerns regarding this case, she 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: [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell has a thirty (30) day return period and, as the order invoiced during 2016, a return for a refund would not be an optionSince the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns and provide assistance Subsequently, our representative processed a service dispatch to send parts and a technician on-site to repair the computer, per the terms of Dell’s Limited Hardware Warranty The service dispatch has processed and upon follow-up, our representative was informed that the computer appears to be working fine Should Mr [redacted] need technical assistance, he may contact Dell’s technical support representatives at ###-###-#### Alternatively, should he want assistance from the representative assigned to assist with his submission, we ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsThe representative worked with our account verification team to resolve this matterPlease note that all the necessary credits have been posted to the original form(s) of paymentOur representative also followwith Mr [redacted] 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 [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:As I indicated to Dell representative, [redacted] , I still have not taken physical ownership of the laptop and will not until next week I requested, and she agreed, to keep my case open until that time and I take physical possession of the laptop This is to confirm the product that shipped conforms to the product specification and there are no other issues.Additionally, I will acknowledge that [redacted] has been helpful and professional in this process to ultimately deliver the Dell laptop I ordered But I still do not accept Dell's policy of providing no compensation or additional relief for delivering a product after months (~weeks) that was advertised as being delivered in about weeks When I escalated my complaint with Dell to the Revdex.com I was essentially told too bad Dell never accepted any responsibility for their poor customer service up to that point and advertising information My shipping address was accepted and known from the moment I placed the order Why does a customer has to go through hours of hassle and file a Revdex.com complaint to get quality customer service? I think the service [redacted] has provided via our communication should be the norm, not the exception I also think that an experience such as this should be appropriately compensated as my time is very important to me and I've wasted hours on a seemingly simple process Regards, [redacted]
Dear Revdex.com, A Dell representative [redacted] contacted the customer with regard to their concerns and explained that Dell’s Terms and Conditions of Sale dictate that a return for credit is limited to the first twenty-one (30) days from the invoice date, and that such hardware items would be subject to the available remedies under the applicable hardware warranty thereafterTo distinguish between software and hardware problems and determine whether and what part dispatches might be necessary, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering onsite serviceThe customer declined the assistance by our offer to troubleshootWe have included the link for the customer to review the hardware warranty terms and conditions [redacted] Should she reconsider and agree to troubleshoot, she may contact Dell’s technical support representatives at ###-###-####Alternatively, should she want assistance from the representative assigned to assist with her submission, we ask that she contact the representative at [redacted] @Dell.com for any further assistance she may need regarding this matterSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss their concerns The representative verified that the refund has been processed and confirmed with Dell Financial Services that the associated late fee has been waived The customer should see this reflected on their next monthly billing statement We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance they may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
The Dell representative is continuing to work with the customer regarding their concerns Representative, [redacted] will remain the customer’s point of contact until this matter has been resolved The representative can be reached directly by email at [redacted] @Dell.com
Revdex.com:I have received three calls from DellAll of which I returned and asked to speak to the person at the extension that was provided to me on my voicemail Each voicemail provided a number to call back, which was ###-###-####And ask for ext# [redacted] Each time I called back, I was told there was no one using that extension number I was asked to spell the name of the person who called me The message left for me did not spell the name, and the broken English accent sounded like the person said their name was [redacted] When I told the operator who answered the call, I was told each time there wasn't anyone there by that name I have reviewed the response made by the business in reference to complaint ID [redacted] , and DO NOT find that this resolution to be satisfactory to me I have not been able to get ahold of anyoneI have not received any emails concerning this matter eitherJust the three phone calls Regards, [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] , in the interest of customer satisfaction, has authorized the complete return and full refund to the customer for the return of the Dell Inspiron Notebook The refund has posted to the customer’s credit card under credit memo number [redacted] Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsPlease note that his Dell account related issues have been resolvedAs a onetime gesture of goodwill, a credit for the late fee has been processed and his Dell Preferred Account balance is zero, ($0.00)Furthermore, his credit history is not affected by this transactionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for warranty support and wants on-site service to repair her computer We regret any miscommunication which may have occurred and appreciate the feedback Per the terms and conditions of Dell’s Limited Hardware Warranty, to distinguish between software and hardware problems and determine whether and what part dispatches might be necessary, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering warranty serviceDell records indicate the computer was purchased from a third party and included a Retail Return to Depot warranty Previously, as a on-time concession for customer satisfaction reasons, the customer was provided on-site service however Dell will not be providing ongoing on-site support as the customer requests Since the date of the submission, a Dell representative contacted the customer to discuss her concerns and assist in resolving the technical issues per the terms of her warranty The customer declined this assistance Should the customer reconsider and agree to troubleshoot with our representative, we ask that she contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
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, [redacted] , contacted the customer it was determined that a hard drive and motherboard will need to be replacedThe representative will follow up once parts replaced to confirm resolutionIf the customer chooses to move forward with the resolution we ask that he contact the representative by email at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] *** The problem is this is a gaming laptop They are saying that this laptop is designed to only function when plugged into the power That is not how a laptop should work That is just like buying a mobile phone and then finding out that you can only make calls while it is plugged into the wall No, it has a battery and it is supposed to be able to run off of the battery If they are designing this laptop, to not function as a laptop, then they should give you that info when you are making the purchase, that should be an upfront warning No other laptop I have ever used had to be plugged in to function correctly Also if this is their design, why wouldn't they just tell me that the very first call? Instead of spending 3+ months of trouble shooting, of sending a tech out to my house to replace the battery to fix this issue? This is not how a laptop is supposed to function and they just do not want to honor their warranty to fix it Or they honestly could not figure out how to make this small laptop run off a battery to fit in the size they wanted the laptop, so instead of making it bigger, they just made it only function correctly when plugged in, but again that is not how a laptop should work and they should give you that warning when making the purchase so you can make the decision if you want to buy it or go with another brand and get a laptop that is able to function as a laptop on batteryTheir response that they just don't care and are unwilling to do anything at all is unacceptable, I spent $2,on a GAMING LAPTOP, it should be able to play games when using it as a laptop Any $regular laptop can accomplish this, so spending the extra money on a special gaming one should be able to do it as wellI would really like assistance in pursuing this issue further until they accept they are selling a device that is not function properly and will replace it with one that does, or just refund my money so I can purchase one that does work 100% how it shouldThank you
Today’s Date: 06/14/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondence The customer states continued technical concernsAt this time the agent has processed a system exchange for the customerUnfortunately the agent has been unable to reach the customer to verify the unit was received in proper orderDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I haven't received the gift card yetThank you for your help Regards, [redacted] **
Complaint: [redacted] I am rejecting this response because: As I have said over and over again, I DID send the laptop (MY ONLY ONE) that I had bought from [redacted] with the service tag# [redacted] to themI couldn't take a picture of MY laptop Because THEY HAVE IT! There was never any pictures taken that I know of or that was mentioned so once again they are lying to cover their mistake of losing my laptop and sending me an older one and trying to pass it off as the one I sentAs I said, HOW would I be able to match up a service tag # with a model had I not had owned it to begin with??? Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I have been I'll and I just got out of hospital.will try to e-mail Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: no reasonable reply was given to meAgain, in all term the rep showed me just said gift card can't be used to buy gift card; but no evidence to show the consumer lost money if buying gift card by gift cardSo I believe DELL should refund me the money Regards, [redacted] ***
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionCustomer expressed dissatisfaction with communication and processing expectations for a recent Dell orderDell realizes situations such as this can be disappointing for our customers; we truly do apologizePlease understand, Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we reserve the right to deny the processing of any orders arising from pricing or other errorsIn fact, our published policies communicate the fact that "Dell is not responsible for pricing, typographical, or while supplies last, in any offer by Dell” We appreciate the customer taking the time to bring this observation to our attentionAs a goodwill gesture a 10% discount has been provided which has been posted back to the original form of paymentWe are sorry, but we are unable to honor promotional pricing and must respectfully deny the requestSincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The Dell computer --which this complaint has dealt with--was received by my son, [redacted] , on Friday, Nov4thYesterday, Nov6th, I spoke with [redacted] who told me that there is still a flickering problem with the screen! I am NOT satisfied, and I certainly would like to have a refund of this computer Dell has had opportunities to repair this computer, and they have not been able to do so The first problem (end of August-beginning of Sept.) was that the computer crashed and needed a new "logic board" The computer was sent to Dell, they made the repair and sent it back The next day after [redacted] began using his computer, the screen started flickeringI submitted my complaint to the Revdex.com because Dell wanted us to send it back to them for another repair, and I wanted to have a refundSince Dell would not give a refund, I was forced to go along with their 2nd repair request to send someone from Dell to repair the computer However, the service technician was unable to make the repair because Dell had tightened the screws so tightly on the computer that the technician "stripped" the screws trying to access and repair the computer The 3rd repair opportunity occurred in the last week when we had to send the computer back to Dell for a repair of the "flickering screen" [redacted] (my son) received the computer, and it is STILL flickering! I am NOT willing to send this back to Dell again for a repair They have had opportunities to make the repairs, and they haven't I simply would like a refund, please Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Customer expressed dissatisfaction with Dell service and support and wants a refundWe 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, limited hardware warranty, and the return policy (www.Dell.com/Warranty)Dell’s return policy states that a return for credit is limited to the first thirty days from the invoice dateAny product returned to Dell without prior authorization from Dell will be considered an unauthorized return, and you will not receive credit for the product and Dell will not ship the product back to youOur records indicate, the original online order number [redacted] invoiced during September, 2016; therefore, a refund would not be an optionFurthermore, their request for reimbursement of third party service was respectfully deniedWe remain ready to assist Ms [redacted] within the terms of the warranty and our other policiesShould she have any additional concerns regarding this case, she 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: [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell has a thirty (30) day return period and, as the order invoiced during 2016, a return for a refund would not be an optionSince the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns and provide assistance Subsequently, our representative processed a service dispatch to send parts and a technician on-site to repair the computer, per the terms of Dell’s Limited Hardware Warranty The service dispatch has processed and upon follow-up, our representative was informed that the computer appears to be working fine Should Mr [redacted] need technical assistance, he may contact Dell’s technical support representatives at ###-###-#### Alternatively, should he want assistance from the representative assigned to assist with his submission, we ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsThe representative worked with our account verification team to resolve this matterPlease note that all the necessary credits have been posted to the original form(s) of paymentOur representative also followwith Mr [redacted] 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 [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:As I indicated to Dell representative, [redacted] , I still have not taken physical ownership of the laptop and will not until next week I requested, and she agreed, to keep my case open until that time and I take physical possession of the laptop This is to confirm the product that shipped conforms to the product specification and there are no other issues.Additionally, I will acknowledge that [redacted] has been helpful and professional in this process to ultimately deliver the Dell laptop I ordered But I still do not accept Dell's policy of providing no compensation or additional relief for delivering a product after months (~weeks) that was advertised as being delivered in about weeks When I escalated my complaint with Dell to the Revdex.com I was essentially told too bad Dell never accepted any responsibility for their poor customer service up to that point and advertising information My shipping address was accepted and known from the moment I placed the order Why does a customer has to go through hours of hassle and file a Revdex.com complaint to get quality customer service? I think the service [redacted] has provided via our communication should be the norm, not the exception I also think that an experience such as this should be appropriately compensated as my time is very important to me and I've wasted hours on a seemingly simple process Regards, [redacted]
Dear Revdex.com, A Dell representative [redacted] contacted the customer with regard to their concerns and explained that Dell’s Terms and Conditions of Sale dictate that a return for credit is limited to the first twenty-one (30) days from the invoice date, and that such hardware items would be subject to the available remedies under the applicable hardware warranty thereafterTo distinguish between software and hardware problems and determine whether and what part dispatches might be necessary, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering onsite serviceThe customer declined the assistance by our offer to troubleshootWe have included the link for the customer to review the hardware warranty terms and conditions [redacted] Should she reconsider and agree to troubleshoot, she may contact Dell’s technical support representatives at ###-###-####Alternatively, should she want assistance from the representative assigned to assist with her submission, we ask that she contact the representative at [redacted] @Dell.com for any further assistance she may need regarding this matterSincerely Advanced Resolution Group Incident [redacted] Dell Inc