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
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
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 submission
A Dell representative *** recently contacted the customer regarding this matterWe regret any
dissatisfaction the customer may have experienced and appreciate the feedback providedDell representative confirmed with the customer a return has already been authorized and a shipping label providedThe representative followed up to confirm that the credit has postedPlease have the customer contact the representative by emailing at ***@Dell.com with any additional questions or concerns
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 *** worked with the customer and our internal retail team to resolve the matterThe representative confirmed the hold has been removed and warranty is active expiration date 3/15/Please have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Ms*** expressed dissatisfaction with Dell service and support and wants a $concession due to fees charged for two orders being placed We regret any dissatisfaction she may have experienced
and appreciate the feedback provided Since the date of the submission, a Dell representative contacted Ms*** to discuss her concerns and provide assistance Subsequently, for customer satisfaction reasons, our representative processed a refund for $plus tax Ms*** should see this reflected on her next monthly billing statement Our representative provided their contact information and will remain available to assist should the customer need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because:
I want them to see what a crappy job their techs do>>>>>A good company would want that for quality control but I guess there is no integrity with Dell anymore and I will no longer spend the thousands of dollars every year I do with Dell>>>>>I will shop elsewhere>>>>thanks for nothing>>>I hope it was worth it to Dell to lose a loyal long time customer over such a simple fix
Regards,
*** ***
Complaint: ***
I am rejecting this response because: they have HORRIBLE customer service, they lie and I will NEVER purchase another DELL product againI have also been successful in preventing many others from purchasing DELL, including my boss who is buying new computers for the officeSo I hope they are happy that they repeatedly lied to me and refused to exchange their completely useless and inferior product causing them to lose a lot of business and I will continue to let people know what a horrible company they are, how horrific their customer service is and what an awful, un-useable product their in 1's are
Regards,
*** ***
Complaint: ***
I am rejecting this response because: the initial problem was never solvedI had to wait a tremendous amount of time to get an answer to why my first order was cancelledThe order number presented in the response from Dell was my reorderI had to reorder the same exact product and wait additional time to receive itThe Dell representative resolved nothingAfter talking to him on the phone, as soon as he found out I had placed another order, he basically just just thanked me for the business and took my concerns as feedback, like some simple surveyOnce again, nothing regarding my initial order was resolvedIt was pushed off to the side and ignoredEssentially it was "oh we already got your money? Okay thanks, bye"Another quality phone called from DellOh yeah, and he called me at 10pmLittle late to be making pointless phone callsAs far as I'm concerned, Dell nor this representative didn't care to solve the problemJust another check in his boxAs I told the rep, Dell has been a joke of a company and their customer service is TERRIBLE! I will never be a repeat customer to them nor will I ever recommend them.
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission. Mr*** expressed that he is working with our representative until he has a working computer. Per the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms. Dell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchased. Dell records indicate our representative sent an exchange computer and Mr*** has expressed dissatisfaction with the replacement and wants a new computer which was denied. Our representative will continue to work with Mr*** to provide a reasonable resolution. Mr*** has our representative’s contact information for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 recently contacted the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has processed a return for a gift card and offered to have the customer speak directly with the gift card team. 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 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerOur representative will be reaching out to the customer to discuss his additional concerns in regards to the exchange systemIn regards to the customer question about extended warranty on the systemDell’s written policy dictates that Warranty coverage for computers, except the batteries, is limited to five (5) years from the original invoice dateThe date, the original invoice date, does not change with parts replacement, component replacement, or whole unit replacementBatteries for portable units are considered consumable items and are covered under the Warranty for a period not to exceed one (1) yearAccidental Damage Service can ONLY be purchased at the Point of Sale and CANNOT be extended or renewedThe representative can be reached by email at ***@Dell.com Advanced Resolution Group Incident *** Dell Inc
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
Complaint: ***
I am rejecting this response because: The problem arose because Dell charged me for a product key they didn't send me I don't recall seeing any notifications about Microsoft Office at all when I first started the computer Once again, you can't charge someone for something, not send it, and then blame the customer.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: First of all, there are more lies in this responseRep sent me an email on Friday and said he would call me "tomorrow" which never happenedI sent multiple emails and received no responsesRep called yesterday and I called back IMMEDIATELYFor the record, I prefer email communication because there is no documented proof about what is "discussed" over the phoneAt least in an email I can prove what Dell has said to me. The Rep said that I did not provide an order number for the questioned $22.47, but I didSo on the phone last night I specifically provided the number as well as a heads up that because they dragged their feet my promo has expired and there is a balance owed on my credit which will cause Dell to try to charge me for the interest accrued over the past six month or moreI notified *** MANI that I will NOT be paying any such interest because the balance left on my credit is the $that Dell is responsible forHe informed me that he was contacting the financial services to let them know not to add interest to my account. My emails constantly go unanswered and when I do get a response from Dell I can assure you that they never even read the emails I sentThe information they say they are "missing" is CLEARLY shown in the emails...more than onceIt takes longer than weeks for dell to contact me each timeThey only respond to me when they need to respond to the Revdex.com case.I will only accept their response when my account is zero $ as they have said they would doUntil that time, I refuse to close this caseThey have made several promises and made several statementsI do not expect that to change now
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
experienceDell representative, ***, contacted the customer apologized for the problems and confirmed an returns set upThe representative followed up that the credits have postedWe remain available to assist the customer if there are any further concerns the representative can be reached by email at ***@Dell.com Advanced Resolution Group Incident *** 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 *** he has received his refund. 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
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 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,
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
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
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 submission
A Dell representative *** recently contacted the customer regarding this matterWe regret any
dissatisfaction the customer may have experienced and appreciate the feedback providedDell representative confirmed with the customer a return has already been authorized and a shipping label providedThe representative followed up to confirm that the credit has postedPlease have the customer contact the representative by emailing at ***@Dell.com with any additional questions or concerns
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 *** worked with the customer and our internal retail team to resolve the matterThe representative confirmed the hold has been removed and warranty is active expiration date 3/15/Please have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Our Dell representative is continuing to work to reach a final resolution for the customer
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Ms*** expressed dissatisfaction with Dell service and support and wants a $concession due to fees charged for two orders being placed We regret any dissatisfaction she may have experienced
and appreciate the feedback provided Since the date of the submission, a Dell representative contacted Ms*** to discuss her concerns and provide assistance Subsequently, for customer satisfaction reasons, our representative processed a refund for $plus tax Ms*** should see this reflected on her next monthly billing statement Our representative provided their contact information and will remain available to assist should the customer need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because:
I want them to see what a crappy job their techs do>>>>>A good company would want that for quality control but I guess there is no integrity with Dell anymore and I will no longer spend the thousands of dollars every year I do with Dell>>>>>I will shop elsewhere>>>>thanks for nothing>>>I hope it was worth it to Dell to lose a loyal long time customer over such a simple fix
Regards,
*** ***
Complaint: ***
I am rejecting this response because: they have HORRIBLE customer service, they lie and I will NEVER purchase another DELL product againI have also been successful in preventing many others from purchasing DELL, including my boss who is buying new computers for the officeSo I hope they are happy that they repeatedly lied to me and refused to exchange their completely useless and inferior product causing them to lose a lot of business and I will continue to let people know what a horrible company they are, how horrific their customer service is and what an awful, un-useable product their in 1's are
Regards,
*** ***
Complaint: ***
I am rejecting this response because: the initial problem was never solvedI had to wait a tremendous amount of time to get an answer to why my first order was cancelledThe order number presented in the response from Dell was my reorderI had to reorder the same exact product and wait additional time to receive itThe Dell representative resolved nothingAfter talking to him on the phone, as soon as he found out I had placed another order, he basically just just thanked me for the business and took my concerns as feedback, like some simple surveyOnce again, nothing regarding my initial order was resolvedIt was pushed off to the side and ignoredEssentially it was "oh we already got your money? Okay thanks, bye"Another quality phone called from DellOh yeah, and he called me at 10pmLittle late to be making pointless phone callsAs far as I'm concerned, Dell nor this representative didn't care to solve the problemJust another check in his boxAs I told the rep, Dell has been a joke of a company and their customer service is TERRIBLE! I will never be a repeat customer to them nor will I ever recommend them.
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission. Mr*** expressed that he is working with our representative until he has a working computer. Per the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms. Dell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchased. Dell records indicate our representative sent an exchange computer and Mr*** has expressed dissatisfaction with the replacement and wants a new computer which was denied. Our representative will continue to work with Mr*** to provide a reasonable resolution. Mr*** has our representative’s contact information for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 recently contacted the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has processed a return for a gift card and offered to have the customer speak directly with the gift card team. 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 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerOur representative will be reaching out to the customer to discuss his additional concerns in regards to the exchange systemIn regards to the customer question about extended warranty on the systemDell’s written policy dictates that Warranty coverage for computers, except the batteries, is limited to five (5) years from the original invoice dateThe date, the original invoice date, does not change with parts replacement, component replacement, or whole unit replacementBatteries for portable units are considered consumable items and are covered under the Warranty for a period not to exceed one (1) yearAccidental Damage Service can ONLY be purchased at the Point of Sale and CANNOT be extended or renewedThe representative can be reached by email at ***@Dell.com Advanced Resolution Group Incident *** Dell Inc
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
Complaint: ***
I am rejecting this response because: The problem arose because Dell charged me for a product key they didn't send me I don't recall seeing any notifications about Microsoft Office at all when I first started the computer Once again, you can't charge someone for something, not send it, and then blame the customer.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: First of all, there are more lies in this responseRep sent me an email on Friday and said he would call me "tomorrow" which never happenedI sent multiple emails and received no responsesRep called yesterday and I called back IMMEDIATELYFor the record, I prefer email communication because there is no documented proof about what is "discussed" over the phoneAt least in an email I can prove what Dell has said to me. The Rep said that I did not provide an order number for the questioned $22.47, but I didSo on the phone last night I specifically provided the number as well as a heads up that because they dragged their feet my promo has expired and there is a balance owed on my credit which will cause Dell to try to charge me for the interest accrued over the past six month or moreI notified *** MANI that I will NOT be paying any such interest because the balance left on my credit is the $that Dell is responsible forHe informed me that he was contacting the financial services to let them know not to add interest to my account. My emails constantly go unanswered and when I do get a response from Dell I can assure you that they never even read the emails I sentThe information they say they are "missing" is CLEARLY shown in the emails...more than onceIt takes longer than weeks for dell to contact me each timeThey only respond to me when they need to respond to the Revdex.com case.I will only accept their response when my account is zero $ as they have said they would doUntil that time, I refuse to close this caseThey have made several promises and made several statementsI do not expect that to change now
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
experienceDell representative, ***, contacted the customer apologized for the problems and confirmed an returns set upThe representative followed up that the credits have postedWe remain available to assist the customer if there are any further concerns the representative can be reached by email at ***@Dell.com Advanced Resolution Group Incident *** 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 *** he has received his refund. 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
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 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