Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customer disputed the original charge with the credit cardDue to the dispute the credit was delayed at this time we have confirmed that the credit was appliedWe ask that the customer follow up with his dispute representative at the bank for further informationSincerely, Advanced Resolution Group FID # *** Dell
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 experience
Dell representative *** contacted the customer and arranged for a sales agent to work with the customerThe customer was offered the order at the maximum discounted rate but the customer did not place the orderThe representative followed up several times with the customer by email and phone with no responseWe remain available to assist and ask that the customer contact the representative ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
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 replaced with a new computer We regret any dissatisfaction she may have experienced and appreciate the
feedback provided Computers which exhibit technical issues subject to coverage under Dell’s Limited Hardware Warranty may be replaced with a comparable computer that may be refurbished, as described in the warranty terms Since the date of the submission, a Dell representative contacted the customer to provide assistance and, following a service dispatch, Dell sent the customer software to load once the hard drive was replaced Our representative made several attempts to follow up with the customer by telephone and e-mail however to date, there has been no response by the customer to our representative’s follcontact attempts Should the customer still need assistance, we 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 the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell support and wants billing adjustment for product return shipping chargesWe 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 records indicate, their Dell product was purchased/shipped to their United States address; therefore, prepaid return shipping label can only be sent to their United States addressCustomer’s request for billing adjustment for shipping charges from Panama to United States was respectfully deniedSubsequently, our representative followto inform the customer that the refund for returned order number *** has been processedThey should see this reflected on their next monthly billing statementShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
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 miscommunication which may have occurred and appreciate the feedback Since the
date of the submission, a Dell representative contacted the customer to discuss her concerns With information provided by the customer and internal Dell teams, our representative processed a manual refund, had fees waived, and initiated processing of a refund check for the amounts paid by the customer since the returns The customer should see this reflected on her next billing statement We remain available to assist the customer 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
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has expedited the customer’s TV order and it was delivered to them on 8/10/2016. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and advised him the credit has been applied to his Visa cardWe regret any dissatisfaction Mr*** may have
experienced*** may be contacted at ***@Dell.com.
Sincerely,
Advanced Resolution Group
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
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 has informed *** the onsite repair service has fixed his issue. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerWhen the errors occurred does not change the fact that the order is outside the return periodThe customer was offered help with wiping the hard drive and reinstalling the operating systemAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # *** 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. *** has explained to the customer that it was Microsoft’s decision not to include the games Windows had in Windows and not Dell’s. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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,
Gerard 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. Gerard has processed the customer’s refunds. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Since the date of the submission, a Dell representative contacted the customer and denied his exchange request however we remain available to assist him under the terms of Dell’s Limited Hardware Warranty Our representative has remained in contact with the customer and a service dispatch has been processed for the computer to be repaired however the customer needs to reload the operating system softwareOur representative has processed a parts dispatch to send the customer the software on a USB key and remains available to assist the customer to resolve this issue We ask that the customer contact our representative directly by email at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Our records indicate that we are working on different accounts for this customer which is falling under this one complaintDell apologizes for the confusion in regards to the refund for there are apparently cases being worked under the same Revdex.com complaintA different Dell Representative *** is working the refund issue on the order that was returnedThe representative *** has sent several emails to the customer with updates but the customers’ phone is not accepting callsThe representative *** will update the customer once the credit has postedThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** *** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative worked with our account verification department to resolve this
matterPlease note that Mr*** purchased the unit from 3rd party; therefore, was asked to complete the ownership registration form
As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a coupon and followwith Mr*** to confirm resolutionHis request for compensation was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: *** Dell Inc
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 the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, spoke with Ms*** *** and as a one-time goodwill gesture, offered her the repair with no fee attachedMs*** accepted
and our records indicate the system has been returned to her, who reports no further issuesWe regret any dissatisfaction Ms*** may have experienced and *** may be contacted via email at ***@Dell.com.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
I still have not received payment from Dell, and I still do not understand what they mean by "the next billing cycle." I have asked *** when I can expect payment (payment was TAKEN from my account in a matter of minutes and Dell certainly did not have to wait for "the next billing cycle.")
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 spoke to the customer regarding his concerns and explained that
Dell’s Terms and Conditions of Sale dictate that a return for credit is limited to the first twenty-one (21) days from the invoice date. Should the customer still need assistance, we ask that they contact our representative at ***@Dell.com for any further assistance they may need regarding this matter. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission. Mr*** expressed dissatisfaction with Dell service and support and wants software support to fix an issue with his fingerprint readerWe regret any dissatisfaction he may have experienced and
appreciate the feedback providedPer the terms and conditions of Dell’s Limited Hardware Warranty, Dell is not responsible for software or data and the scope of the warranty is limited to diagnosing and repair of covered hardware components which fail during use. Fee-based software support may be purchased by the incident or as an upgrade to the hardware warranty. Since the date of the submission, a Dell representative contacted Mr*** to discuss his concerns. Our representative provided information about Dell support and Mr*** declined the fee-based options. Our representative provided his contact information and will remain available should Mr*** need follow up assistance in this matter. He 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
Complaint: ***
I am rejecting this response because:
Regards to whomever this unidentified person I am talking to is, I did receive a response through another email and shall now copy the email and my response to this complaint,"Dear ***,Thank you for your email. Please accept my sincere apologies for any disappointment you may have experienced during your transactions with us. I regret to inform you that we would be unable to honor your request for refund as the system is more than days from the date of invoice. We are willing to honor Dells warranty and troubleshoot and get the issues fixed. Please do get in touch with us if you are willing to accept the resolution offered." To which I responded and am still awaiting a response, "to *** "Please do get in touch with us if you are willing to accept the resolution offered."What is your intent with this statement? To not get in touch with you if I don't accept the resolution?"We are willing to honor Dells warranty and troubleshoot and get the issues fixed."I will respond and I am still waiting for a reasonable resolution to be offered. I have worked for over two months to resolve the problem with Dell warranty and the contracted on site service vendor with no end to your failure to fix the computerMy computer is not functioning as it should be, or in other words, as it was when shipped newDell and it's vendors have failed and violated the premium service contract I was sold by Dell.Warranty has already deemed these attempted repairs as a "qualified Incident" and sent an onsite service tech. This vendor is already engaged in this repair process.Service Description Dell Premium Support:"Once a vendor is engaged, Dell will monitor the problem resolution process and obtain status and resolution plans from the vendor until the vendor resolves the problem by either providing a resolution, steps towards a resolution, workaround, configuration changes, or escalation of a bug reportUpon the Customer’s request, Dell will initiate management escalation procedures within Dell and/or the vendor organization" Your own managing employee has stated that this is not the process being applied by them in violation of our service contract.This is ***, ***'s supervisor.We can’t send oniste to do the troubleshooting at your house, they only go an replace parts"Offering a resolution to work with the warranty department that has been failing me for over two months is not a resolution I can accept You can but have not even offered what is available to you, an exchange..." exhibit a: other service response options,that 1)"dell may provide whole unit exchanges rather than the exchange of individual parts" under parts only serviceand 2)"dell may ship a replacement product to the customer's location to support a Qualified Incident" under advanced exchange service."Please respond to all my concerns contained herein.I am requesting a return merchandise authorization and a refund."
1) Anybody reading my concerns and your response can plainly see I wasn't really offered a resolution, but merely a 4th attempt with the same department that has failed on previous repairs over the coarse of over days and 70+ emailsNot only was the issue not repaired, but damage was done to the unit every time, damage that warranty is refusing to repair, unless I agree to talk to somebody on the phone I will not answer your calls as I have no way of preserving them for future use I have requested on multiple times that all correspondence be kept to emails.2) please list for the record, what parts have been replaced, and the related diagnostics before the parts were deemed necessary to be replaced.3) Has this malfunction already been deemed a "qualified incident?"4) please list the company you contracted to do the repairs for the qualified incidents5) please list the resolution the company named in line has offered to repair the damage caused by their on-site technician.6) please list all available options to get this resolved.7) please accept my request for a refund at this time8)please acknowledge that I have also requested arbitration no less than three times (as the premium service contract allows) with no response from dell9) if my request for refund is denied, I request arbitration to be initiated by Dell Marketing L.P.***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customer disputed the original charge with the credit cardDue to the dispute the credit was delayed at this time we have confirmed that the credit was appliedWe ask that the customer follow up with his dispute representative at the bank for further informationSincerely, Advanced Resolution Group FID # *** Dell
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 experience
Dell representative *** contacted the customer and arranged for a sales agent to work with the customerThe customer was offered the order at the maximum discounted rate but the customer did not place the orderThe representative followed up several times with the customer by email and phone with no responseWe remain available to assist and ask that the customer contact the representative ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
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 replaced with a new computer We regret any dissatisfaction she may have experienced and appreciate the
feedback provided Computers which exhibit technical issues subject to coverage under Dell’s Limited Hardware Warranty may be replaced with a comparable computer that may be refurbished, as described in the warranty terms Since the date of the submission, a Dell representative contacted the customer to provide assistance and, following a service dispatch, Dell sent the customer software to load once the hard drive was replaced Our representative made several attempts to follow up with the customer by telephone and e-mail however to date, there has been no response by the customer to our representative’s follcontact attempts Should the customer still need assistance, we 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 the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell support and wants billing adjustment for product return shipping chargesWe 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 records indicate, their Dell product was purchased/shipped to their United States address; therefore, prepaid return shipping label can only be sent to their United States addressCustomer’s request for billing adjustment for shipping charges from Panama to United States was respectfully deniedSubsequently, our representative followto inform the customer that the refund for returned order number *** has been processedThey should see this reflected on their next monthly billing statementShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
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 miscommunication which may have occurred and appreciate the feedback Since the
date of the submission, a Dell representative contacted the customer to discuss her concerns With information provided by the customer and internal Dell teams, our representative processed a manual refund, had fees waived, and initiated processing of a refund check for the amounts paid by the customer since the returns The customer should see this reflected on her next billing statement We remain available to assist the customer 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
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has expedited the customer’s TV order and it was delivered to them on 8/10/2016. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and advised him the credit has been applied to his Visa cardWe regret any dissatisfaction Mr*** may have
experienced*** may be contacted at ***@Dell.com.
Sincerely,
Advanced Resolution Group
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
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 has informed *** the onsite repair service has fixed his issue. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerWhen the errors occurred does not change the fact that the order is outside the return periodThe customer was offered help with wiping the hard drive and reinstalling the operating systemAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # *** 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. *** has explained to the customer that it was Microsoft’s decision not to include the games Windows had in Windows and not Dell’s. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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,
Gerard 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. Gerard has processed the customer’s refunds. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Since the date of the submission, a Dell representative contacted the customer and denied his exchange request however we remain available to assist him under the terms of Dell’s Limited Hardware Warranty Our representative has remained in contact with the customer and a service dispatch has been processed for the computer to be repaired however the customer needs to reload the operating system softwareOur representative has processed a parts dispatch to send the customer the software on a USB key and remains available to assist the customer to resolve this issue We ask that the customer contact our representative directly by email at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Our records indicate that we are working on different accounts for this customer which is falling under this one complaintDell apologizes for the confusion in regards to the refund for there are apparently cases being worked under the same Revdex.com complaintA different Dell Representative *** is working the refund issue on the order that was returnedThe representative *** has sent several emails to the customer with updates but the customers’ phone is not accepting callsThe representative *** will update the customer once the credit has postedThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** *** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative worked with our account verification department to resolve this
matterPlease note that Mr*** purchased the unit from 3rd party; therefore, was asked to complete the ownership registration form
As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a coupon and followwith Mr*** to confirm resolutionHis request for compensation was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: *** Dell Inc
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 the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, spoke with Ms*** *** and as a one-time goodwill gesture, offered her the repair with no fee attachedMs*** accepted
and our records indicate the system has been returned to her, who reports no further issuesWe regret any dissatisfaction Ms*** may have experienced and *** may be contacted via email at ***@Dell.com.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
I still have not received payment from Dell, and I still do not understand what they mean by "the next billing cycle." I have asked *** when I can expect payment (payment was TAKEN from my account in a matter of minutes and Dell certainly did not have to wait for "the next billing cycle.")
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 spoke to the customer regarding his concerns and explained that
Dell’s Terms and Conditions of Sale dictate that a return for credit is limited to the first twenty-one (21) days from the invoice date. Should the customer still need assistance, we ask that they contact our representative at ***@Dell.com for any further assistance they may need regarding this matter. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission. Mr*** expressed dissatisfaction with Dell service and support and wants software support to fix an issue with his fingerprint readerWe regret any dissatisfaction he may have experienced and
appreciate the feedback providedPer the terms and conditions of Dell’s Limited Hardware Warranty, Dell is not responsible for software or data and the scope of the warranty is limited to diagnosing and repair of covered hardware components which fail during use. Fee-based software support may be purchased by the incident or as an upgrade to the hardware warranty. Since the date of the submission, a Dell representative contacted Mr*** to discuss his concerns. Our representative provided information about Dell support and Mr*** declined the fee-based options. Our representative provided his contact information and will remain available should Mr*** need follow up assistance in this matter. He 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
Complaint: ***
I am rejecting this response because:
Regards to whomever this unidentified person I am talking to is, I did receive a response through another email and shall now copy the email and my response to this complaint,"Dear ***,Thank you for your email. Please accept my sincere apologies for any disappointment you may have experienced during your transactions with us. I regret to inform you that we would be unable to honor your request for refund as the system is more than days from the date of invoice. We are willing to honor Dells warranty and troubleshoot and get the issues fixed. Please do get in touch with us if you are willing to accept the resolution offered." To which I responded and am still awaiting a response, "to *** "Please do get in touch with us if you are willing to accept the resolution offered."What is your intent with this statement? To not get in touch with you if I don't accept the resolution?"We are willing to honor Dells warranty and troubleshoot and get the issues fixed."I will respond and I am still waiting for a reasonable resolution to be offered. I have worked for over two months to resolve the problem with Dell warranty and the contracted on site service vendor with no end to your failure to fix the computerMy computer is not functioning as it should be, or in other words, as it was when shipped newDell and it's vendors have failed and violated the premium service contract I was sold by Dell.Warranty has already deemed these attempted repairs as a "qualified Incident" and sent an onsite service tech. This vendor is already engaged in this repair process.Service Description Dell Premium Support:"Once a vendor is engaged, Dell will monitor the problem resolution process and obtain status and resolution plans from the vendor until the vendor resolves the problem by either providing a resolution, steps towards a resolution, workaround, configuration changes, or escalation of a bug reportUpon the Customer’s request, Dell will initiate management escalation procedures within Dell and/or the vendor organization" Your own managing employee has stated that this is not the process being applied by them in violation of our service contract.This is ***, ***'s supervisor.We can’t send oniste to do the troubleshooting at your house, they only go an replace parts"Offering a resolution to work with the warranty department that has been failing me for over two months is not a resolution I can accept You can but have not even offered what is available to you, an exchange..." exhibit a: other service response options,that 1)"dell may provide whole unit exchanges rather than the exchange of individual parts" under parts only serviceand 2)"dell may ship a replacement product to the customer's location to support a Qualified Incident" under advanced exchange service."Please respond to all my concerns contained herein.I am requesting a return merchandise authorization and a refund."
1) Anybody reading my concerns and your response can plainly see I wasn't really offered a resolution, but merely a 4th attempt with the same department that has failed on previous repairs over the coarse of over days and 70+ emailsNot only was the issue not repaired, but damage was done to the unit every time, damage that warranty is refusing to repair, unless I agree to talk to somebody on the phone I will not answer your calls as I have no way of preserving them for future use I have requested on multiple times that all correspondence be kept to emails.2) please list for the record, what parts have been replaced, and the related diagnostics before the parts were deemed necessary to be replaced.3) Has this malfunction already been deemed a "qualified incident?"4) please list the company you contracted to do the repairs for the qualified incidents5) please list the resolution the company named in line has offered to repair the damage caused by their on-site technician.6) please list all available options to get this resolved.7) please accept my request for a refund at this time8)please acknowledge that I have also requested arbitration no less than three times (as the premium service contract allows) with no response from dell9) if my request for refund is denied, I request arbitration to be initiated by Dell Marketing L.P.***