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 gave the option of a refund or a refurbished exchangeThe customer has declined both and demands a new system exchange which has been respectfully declinedIf the customer chooses to move forward with the resolution we ask that he contact the representative by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
*** 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, ***, contacted the customer a credit return has been authorizedThe representative will update the customer once credit has postedWe remain available to assist the customer if needed and we ask that he contact the representative by email at ***@Dell.comSincerely 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 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 provide assistance and a refund for $has posted to the customer’s Dell account She should see this reflected on her next credit card billing statement We ask that the customer contact our representative at *** 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 follow up submission Mr*** expressed dissatisfaction with Dell’s response and stated he has not received the refund Dell records indicate a Dell representative has remained available to assist Mr*** and a refund for $posted to his Dell account on June 29, 2017, to be refunded to the original form of payment, a Discover card Since the date of our last response, our representative notified Mr*** when the credit processed and informed him that he should see the refund reflected on his next monthly billing statement Our representative provided contact information should Mr*** have any additional questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because: Dell can easily abuse this to make free advertisement, and surely they areThey post a very low price as promotionWith this promotion, all people visited their website, and make purchaseAfter obtaining enough attention from the public, Dell can easily say that this is an price error, and we will cancel all ordersI believe the legistative people have take this issue into their consideration and generate corresponding regulations to deal with thisAs I have mentioned previously, if Dell doing business in US, the company need to follow all related laws and regulationsThe company term and conditions can not override the governmental laws
Regards,
*** ***
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
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. *** will pass along the customer’s feedback and confirmed the system is operating properly. 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
Thank you for providing a copy of the customer submission. A Dell representative, ***, has contacted the customer and is working with them to reach a reasonable resolution. The representative can be reached directly by email at ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Mr*** expressed dissatisfaction with Dell’s response and wants a refund or a replacement computer of his choice Dell has a thirty (30) day return period and, as the original order invoiced during 2014, a return for a refund would not be an option Dell’s Limited Hardware Warranty does not include provisions by which a customer would be entitled to a replacement computer of their choosing and Dell will not be offering this option As previously indicated, since the date of the original submission, a Dell representative contacted Mr*** and offered support under the terms of the warranty which he declinedDell’s stance in this matter remains unchanged and no further attempt will be made to reach Mr*** regarding this issueShould he reconsider, our representative provided contact information and we will be happy to assist him under the terms of the warranty and our other policies.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com, Dell representative, ***, is attempting again to reach the customer by phone and email; however to date the customer has not been availableWe remain available to assist the customerPlease have the customer contact the representative by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
I asked the Dell Advance team (***) member not to call me during the day as I work during the day, they asked me what was a good time I said between 7:and 8:00pm...I called the number that was attached to his e-mail and when I went with Tech support no one knew him....I gave them my case number and I was informed that they would reach him to give me a call...I never received that call. Below is the info from his e-mail....dial this number....there are no instruction to dial his extension. Dell has the worst customer support......I was advised by Mr *** *** since he could not reach me if I need assistance to call Dell Tech Support......Please try dialing the number below ***....on the issue of my computer Dell sent a message for updates to my computer.......I let the system do these updates and when the system rebooted....my screen has been stable....for how long I don't know......probably once the warranty runs out The issue will come backRegards,*** *** ***Dell | Advanced Resolution Group Phone +* *** *** *** *** ***My work schedule is 8:am - 5:pm CST Monday to Friday
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted Mr*** and is working with him to achieve an amicable resolution for his concernsOur representative may be contacted directly by e-mail at ***
Today’s Date: 11/17/2015 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, Roy S Gunther, to address the contents of their correspondenceThe customer states various technical concerns with the unitAt this time the customer has informed the agent the matter has been addressed and the unit is in proper orderWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***_***@Dell.com should they have any other questions or concerns. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and dispatched a replacement monitorMr*** has confirmed the replacement has been received and our records indicate
the original monitor has been returnedWe regret the dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell experience*** remains available and may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI still wish to make it known that Dell's Customer Service being outsourced to another country causes huge misunderstandings and misinterpretation between the customer and business, therefore losing time and productivity on both sidesI rate this company a C in the area of customer service because I know I will eventually be able to get the help I need, but have to spend a lot of extra time explaining myself whereas representatives in my own country do not have that problemI hope Dell allows for local customer service reps in the future if a communication barrier is to arise
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsPlease note that his Dell system order# *** was canceled due to product
availability issuesOur representative worked with our order verification team to resolve the matterOur records show that his TV order# *** was delivered on June 1st, Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: As it is my responsibility to know the terms of the gift card when making a purchase, I took it upon myself to contact one of Dell’s sales representatives to obtain the correct knowledge regarding the card, as no specific information is available for this circumstanceBecause he provided me with information and heavily influenced my approach to buying the laptop and trading in my other laptop, I will be rejecting this response
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with communication and processing expectations for warranty support We regret any miscommunication which may have occurred and appreciate the feedback Dell records indicate, at the time of purchase in 2012, that the customer opted for a two year warranty which expired during January, We regret if the customer was provided misinformation regarding a longer warranty extension however Dell records do not reflect that he purchased an additional extension Should the customer have additional information indicating he made a subsequent purchase for additional warranty coverage, we ask that he forward that information to our representative for further consideration Dell will not be providing a free warranty extension as the customer requests as he was only charged for a two year warranty at the time of his purchase As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:The first time I contacted Dell regarding this I was informed that my price match has been accepted and I would be receiving a call within days to complete the orderIt took almost weeks, more times I needed to contact Dell to find the status and a Revdex.com complaint for Dell to actually take interest in my purchase and contact me and inform me that my price match request was actually deniedAs for the gift card, I do not have the order number because this was a GIFT from someone that was acquired via promotion after purchasing a TV from Dell and I do not have access to that informationI will retract the complaint when they honor my gift card and I will disregard the price match
Regards,
*** ***
A Dell representative is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submission We remain available to assist and ask that the customer contact our representative at ***_***@Dell.com
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 gave the option of a refund or a refurbished exchangeThe customer has declined both and demands a new system exchange which has been respectfully declinedIf the customer chooses to move forward with the resolution we ask that he contact the representative by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
*** 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, ***, contacted the customer a credit return has been authorizedThe representative will update the customer once credit has postedWe remain available to assist the customer if needed and we ask that he contact the representative by email at ***@Dell.comSincerely 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 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 provide assistance and a refund for $has posted to the customer’s Dell account She should see this reflected on her next credit card billing statement We ask that the customer contact our representative at *** 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 follow up submission Mr*** expressed dissatisfaction with Dell’s response and stated he has not received the refund Dell records indicate a Dell representative has remained available to assist Mr*** and a refund for $posted to his Dell account on June 29, 2017, to be refunded to the original form of payment, a Discover card Since the date of our last response, our representative notified Mr*** when the credit processed and informed him that he should see the refund reflected on his next monthly billing statement Our representative provided contact information should Mr*** have any additional questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because: Dell can easily abuse this to make free advertisement, and surely they areThey post a very low price as promotionWith this promotion, all people visited their website, and make purchaseAfter obtaining enough attention from the public, Dell can easily say that this is an price error, and we will cancel all ordersI believe the legistative people have take this issue into their consideration and generate corresponding regulations to deal with thisAs I have mentioned previously, if Dell doing business in US, the company need to follow all related laws and regulationsThe company term and conditions can not override the governmental laws
Regards,
*** ***
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
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. *** will pass along the customer’s feedback and confirmed the system is operating properly. 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
Thank you for providing a copy of the customer submission. A Dell representative, ***, has contacted the customer and is working with them to reach a reasonable resolution. The representative can be reached directly by email at ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Mr*** expressed dissatisfaction with Dell’s response and wants a refund or a replacement computer of his choice Dell has a thirty (30) day return period and, as the original order invoiced during 2014, a return for a refund would not be an option Dell’s Limited Hardware Warranty does not include provisions by which a customer would be entitled to a replacement computer of their choosing and Dell will not be offering this option As previously indicated, since the date of the original submission, a Dell representative contacted Mr*** and offered support under the terms of the warranty which he declinedDell’s stance in this matter remains unchanged and no further attempt will be made to reach Mr*** regarding this issueShould he reconsider, our representative provided contact information and we will be happy to assist him under the terms of the warranty and our other policies.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com, Dell representative, ***, is attempting again to reach the customer by phone and email; however to date the customer has not been availableWe remain available to assist the customerPlease have the customer contact the representative by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
I asked the Dell Advance team (***) member not to call me during the day as I work during the day, they asked me what was a good time I said between 7:and 8:00pm...I called the number that was attached to his e-mail and when I went with Tech support no one knew him....I gave them my case number and I was informed that they would reach him to give me a call...I never received that call. Below is the info from his e-mail....dial this number....there are no instruction to dial his extension. Dell has the worst customer support......I was advised by Mr *** *** since he could not reach me if I need assistance to call Dell Tech Support......Please try dialing the number below ***....on the issue of my computer Dell sent a message for updates to my computer.......I let the system do these updates and when the system rebooted....my screen has been stable....for how long I don't know......probably once the warranty runs out The issue will come backRegards,*** *** ***Dell | Advanced Resolution Group Phone +* *** *** *** *** ***My work schedule is 8:am - 5:pm CST Monday to Friday
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted Mr*** and is working with him to achieve an amicable resolution for his concernsOur representative may be contacted directly by e-mail at ***
Today’s Date: 11/17/2015 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, Roy S Gunther, to address the contents of their correspondenceThe customer states various technical concerns with the unitAt this time the customer has informed the agent the matter has been addressed and the unit is in proper orderWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***_***@Dell.com should they have any other questions or concerns. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and dispatched a replacement monitorMr*** has confirmed the replacement has been received and our records indicate
the original monitor has been returnedWe regret the dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell experience*** remains available and may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI still wish to make it known that Dell's Customer Service being outsourced to another country causes huge misunderstandings and misinterpretation between the customer and business, therefore losing time and productivity on both sidesI rate this company a C in the area of customer service because I know I will eventually be able to get the help I need, but have to spend a lot of extra time explaining myself whereas representatives in my own country do not have that problemI hope Dell allows for local customer service reps in the future if a communication barrier is to arise
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsPlease note that his Dell system order# *** was canceled due to product
availability issuesOur representative worked with our order verification team to resolve the matterOur records show that his TV order# *** was delivered on June 1st, Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: As it is my responsibility to know the terms of the gift card when making a purchase, I took it upon myself to contact one of Dell’s sales representatives to obtain the correct knowledge regarding the card, as no specific information is available for this circumstanceBecause he provided me with information and heavily influenced my approach to buying the laptop and trading in my other laptop, I will be rejecting this response
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with communication and processing expectations for warranty support We regret any miscommunication which may have occurred and appreciate the feedback Dell records indicate, at the time of purchase in 2012, that the customer opted for a two year warranty which expired during January, We regret if the customer was provided misinformation regarding a longer warranty extension however Dell records do not reflect that he purchased an additional extension Should the customer have additional information indicating he made a subsequent purchase for additional warranty coverage, we ask that he forward that information to our representative for further consideration Dell will not be providing a free warranty extension as the customer requests as he was only charged for a two year warranty at the time of his purchase As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Our Dell representative is continuing to work to reach a final resolution for the customer
Complaint: ***
I am rejecting this response because:The first time I contacted Dell regarding this I was informed that my price match has been accepted and I would be receiving a call within days to complete the orderIt took almost weeks, more times I needed to contact Dell to find the status and a Revdex.com complaint for Dell to actually take interest in my purchase and contact me and inform me that my price match request was actually deniedAs for the gift card, I do not have the order number because this was a GIFT from someone that was acquired via promotion after purchasing a TV from Dell and I do not have access to that informationI will retract the complaint when they honor my gift card and I will disregard the price match
Regards,
*** ***
A Dell representative is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submission We remain available to assist and ask that the customer contact our representative at ***_***@Dell.com