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 explained a system exchange cannot be done over a software virus issueThe customer requested a callback after working hours which the representative advised the customer can contact our frontline tech support 24/The representative did attempt to follow up by phone and email to confirm issue has been addressed but received no responseWe remain available to assist and ask that the customer contact the representative *** Advanced Resolution Group
Incident ***
Sincerely
Dell Inc
Complaint: ***
I am rejecting this response because: the referenced policies pertain to the warranty on the laptop itself, not the update which caused the hardware failure It is not acceptable for a company to produce and recommend a software update that causes hardware failure, knowingly or unknowingly
Regards,
*** ***
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 follow up submission Mr*** expressed dissatisfaction with the exchange computer shipped to him and wants it replaced also We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the follow up submission, a Dell representative contacted Mr*** and, for customer satisfaction reasons, processed another exchange and a replacement computer has been shipped to him Our representative provided their contact information and will remain available to assist Mr*** should he need additional follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr** *** ***Customer expressed dissatisfaction with Dell service and support and wants a partial credit related to order number ***We regret any dissatisfaction they may have
experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. The representative worked with the order verification department to resolve this matterIn the interest of customer satisfaction, a partial account credit has been posted to the original form of paymentOur representative also followwith the customer to confirm resolutionShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.*** or for online assistance at www.***
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 customerWe have confirmed the customer did received the credit back to his account on 4/29/$The order that the customer is question we have confirmed did not qualify for a gift cardNo further changes will be made to the resolution and Dell moves to close the complaintAdvanced Resolution Group Incident *** 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.")
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not what I think is appropriate, however I will accept it because it is better than nothingI am disappointed in Dell' s handling of this situationTheir computer was clearly defective and I expected a business of their reputation to take responsibilityThank you
Regards,
*** ***
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: as I have previously stated, I will not work with this specific representative because of his rude attitude and unwillingness to helpPlease ask Dell to assign a new representative
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I have never received a stand the order for the stand was cancelled twice because it was out of stock. I did receive a new keyboard however the keyboard is black while my desktop is whiteI was told to return the black one when they send me a new white one. The new white one was cancelled two times because they where on the orders that where cancelled because the stand was out of stock. I spoke to *** *** the other day and he said I got what I ordered . I copied the original order. I have never received the standThe keyboard replacement for not receiving the bobble that keyboard and mouse where black. Which is not the color that was suppose to have been ordered. That is what dell sent me I am attaching a copy of my original order. And so you know I did not cancel the orders Dell did. One of the guy one of the many times I called said that the order is cancelled if it is not shipped in like four days. Both ordered cancelled because stand was out of stock. I also attached the order history so you can see how much I have tried to fix this
Regards,
*** ***
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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a Dell order We regret any miscommunication which may have occurred and appreciate the feedback Dell
makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell Due to unexpectedly high volume for the promotionally priced third party TV and sound bar, Dell has been unable to fulfill all of the orders placed and anticipated shipment of the orders may be weeks away Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative offered to split the order in an attempt to ship the items as quickly as possible however the customer indicated she would prefer to wait Should the customer reconsider, or wish to cancel the order, 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, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThere is no additional software warranty on the system the hardware warranty expired on June At this time Dell consider this issue closedAdvanced Resolution Group Incident *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Dell delivered a replacement and extended the warranty
Regards,
*** ***-***
Dear Revdex.com
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience
Dell representative, *** contacted the customer and apologized for the problemsThe representative authorized a new system exchange due to the account historyOur records indicate the new system has been delivered and a return shipping label issued for the old systemThe representative can be reached directly 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 experience
Dell representative *** contacted the customer and confirmed ink order has shipped and provided tracking informationThe representative followed up and confirmed receiptWe remain available to assist and ask that the customer contact the representative ***
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Today’s Date: 03/04/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceAt
this time the agent has taken the customers feedback and apologized for the address error on behalf of the sales agent. The address has been correctedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsPlease note that his Dell account related issues have been addressedOur records show that
the credit has been posted to the original form of paymentOur 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
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 explained a system exchange cannot be done over a software virus issueThe customer requested a callback after working hours which the representative advised the customer can contact our frontline tech support 24/The representative did attempt to follow up by phone and email to confirm issue has been addressed but received no responseWe remain available to assist and ask that the customer contact the representative *** Advanced Resolution Group
Incident ***
Sincerely
Dell Inc
Complaint: ***
I am rejecting this response because: the referenced policies pertain to the warranty on the laptop itself, not the update which caused the hardware failure It is not acceptable for a company to produce and recommend a software update that causes hardware failure, knowingly or unknowingly
Regards,
*** ***
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 follow up submission Mr*** expressed dissatisfaction with the exchange computer shipped to him and wants it replaced also We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the follow up submission, a Dell representative contacted Mr*** and, for customer satisfaction reasons, processed another exchange and a replacement computer has been shipped to him Our representative provided their contact information and will remain available to assist Mr*** should he need additional follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr** *** ***Customer expressed dissatisfaction with Dell service and support and wants a partial credit related to order number ***We regret any dissatisfaction they may have
experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. The representative worked with the order verification department to resolve this matterIn the interest of customer satisfaction, a partial account credit has been posted to the original form of paymentOur representative also followwith the customer to confirm resolutionShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.*** or for online assistance at www.***
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 customerWe have confirmed the customer did received the credit back to his account on 4/29/$The order that the customer is question we have confirmed did not qualify for a gift cardNo further changes will be made to the resolution and Dell moves to close the complaintAdvanced Resolution Group Incident *** 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.")
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not what I think is appropriate, however I will accept it because it is better than nothingI am disappointed in Dell' s handling of this situationTheir computer was clearly defective and I expected a business of their reputation to take responsibilityThank you
Regards,
*** ***
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: as I have previously stated, I will not work with this specific representative because of his rude attitude and unwillingness to helpPlease ask Dell to assign a new representative
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I have never received a stand the order for the stand was cancelled twice because it was out of stock. I did receive a new keyboard however the keyboard is black while my desktop is whiteI was told to return the black one when they send me a new white one. The new white one was cancelled two times because they where on the orders that where cancelled because the stand was out of stock. I spoke to *** *** the other day and he said I got what I ordered . I copied the original order. I have never received the standThe keyboard replacement for not receiving the bobble that keyboard and mouse where black. Which is not the color that was suppose to have been ordered. That is what dell sent me I am attaching a copy of my original order. And so you know I did not cancel the orders Dell did. One of the guy one of the many times I called said that the order is cancelled if it is not shipped in like four days. Both ordered cancelled because stand was out of stock. I also attached the order history so you can see how much I have tried to fix this
Regards,
*** ***
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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a Dell order We regret any miscommunication which may have occurred and appreciate the feedback Dell
makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell Due to unexpectedly high volume for the promotionally priced third party TV and sound bar, Dell has been unable to fulfill all of the orders placed and anticipated shipment of the orders may be weeks away Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative offered to split the order in an attempt to ship the items as quickly as possible however the customer indicated she would prefer to wait Should the customer reconsider, or wish to cancel the order, 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, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThere is no additional software warranty on the system the hardware warranty expired on June At this time Dell consider this issue closedAdvanced Resolution Group Incident *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Dell delivered a replacement and extended the warranty
Regards,
*** ***-***
Dear Revdex.com
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience
Dell representative, *** contacted the customer and apologized for the problemsThe representative authorized a new system exchange due to the account historyOur records indicate the new system has been delivered and a return shipping label issued for the old systemThe representative can be reached directly 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 experience
Dell representative *** contacted the customer and confirmed ink order has shipped and provided tracking informationThe representative followed up and confirmed receiptWe remain available to assist and ask that the customer contact the representative ***
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Today’s Date: 03/04/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceAt
this time the agent has taken the customers feedback and apologized for the address error on behalf of the sales agent. The address has been correctedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsPlease note that his Dell account related issues have been addressedOur records show that
the credit has been posted to the original form of paymentOur 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