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 to assist him after researching the situationThe customer indicated that he no longer wished to pursueThe customer stated he had purchased a system from another vender Please have the customer contact the representative by email at ***
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 communication and processing expectations for warranty supportWe regret any miscommunication which may have occurred and appreciate the feedback Our records
indicate, based on the customer’s contact with Dell, the date of purchase from the customer’s receipt has been updated and the customer has warranty support until January 21, Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance Upon follow up, the customer informed our representative that it appears a Windows update has resolved the issue We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty and ask that they contact our representative at ***@Dell.com for any further assistance they 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 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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative made multiple attempts to reach Mr***; however, has not been able to discuss the contents of his correspondenceOur records show that his Dell system
was serviced at the depot on February 18th, and received by Mr*** on February 19th, We 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, Our records indicate that the representative was able to reach the customer via email and offered to assist them in placing the orderThe terms and conditions are listed on the back of the gift card and also on the gift card websiteWe respectfully deny the customer’s request for a cash refundSincerely 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 and apologized for the problemsThe representative explain that the credit has been processed back to the American Express cardThe customer will need to go to his credit card company notify them he returned the productIt will be up to the credit card companies’ terms and conditions if they reissue the gift cardThe representative can be reached at email ***@Dell.comAdvanced Resolution Group Incident *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and agree that upon credit memo *** for $being credited to the credit card that was originally charged, that the resolution is satisfactory to me
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** has followed up with the customerThe representative has authorized a return and provides a return labelThe representative will follow up with the customer once the credit has postedThe representative can be reached by emailing ***_***@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 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
Complaint: ***
I am rejecting this response because: The trackpad on the laptop still has issuesI emailed the original resolution's team member the video of the problem and told him what was going onHe still hasn't responded and that was two days ago.The laptop has a stuttering and jumping trackpad/cursor problem where if I am using two finger scrolling to read something or scroll on a webpage the cursor will jump around and the scrolling will stutter making it difficult to use when browsing the webThere is also noticeable coil whine that my old laptop (before being messed up from Dell repairs) did not have. In addition, the resolutions team member said the laptop was an unused/unopened and returned laptop to Dell from a customer, however upon further investigation I see that wasn't the case as there are signs of use on the edges of the laptop and the laptop was marked as a refurbishedI know according to federal law stores cannot sell used items as "new" but this was a refurb and most likely was returned to Dell by a customer who experienced a defect with he laptop and returned itFrom there, Dell "repairs" the laptop and sells it as a refurb which is what I got. This is very frustrating as the laptop not come in the condition it was promised.Like I said in my original post it seems that all these refurbs Dell sells and send out still have underlying problems that were not fixed and they hope that the end user being an "average joe" would not care or notice muchIn my case the trackpad is one of the most important things on a portable ultrabook and if it has a problem with two finger scrolling which I use a lot to read documents then this is a big issueAnd who knows there are probably more issues with this laptop that haven't surfaced yet
Regards,
*** ***
Thank you for providing a copy of the customer’s submissionA Dell representative will be assigned to this case and will contact the customer to address the contents of their complaint
Complaint: ***
I am rejecting this response because:I did not resell anything, I am not a reseller of any of these TV'sI USED ALL OF THESE TV'S FOR PERSONAL OR BUSINESS USE use so the fact the Dell representative keeps saying anything about terms and conditions and not giving the gift cards to resellers makes NO SENSE when it comes to these purchasesNONE of these items were resold, I should be awarded these gift cards because I did not break any of the terms and conditions whatsoever
Regards,
*** ***
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 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
Complaint: ***
I am rejecting this response because: I still don't have the check for the refundI am not closing this case without having the money in my handThis company has lied previously; I have no way knowing the refund was actually sent! They told me I would have it today, still no check.
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
We certainly do apologize if
the customer was having difficulties submitting the online form to request a
pre-paid shipping label, in order to ship his antiquated equipment to Dell for
recycling.
Our records indicate the Dell
representative; *** has made a number of attempts by phone and email to
reach the customer to offer assistance. On
October 22, Mr*** responded to one of ***’ s emails, informing
the best way to reach him would be by email.
Therefore, *** responded in like, asking the customer to provide
him with the product type and the name of the manufacturer in order to submit
the online form for the customer. We
never heard back from Mr***. It
is quite possible the customer has since been successful in submitting his
online request once the form was completed in its entirety. However, please have the customer contact our
representative directly by email at ***@Dell.com
if they should still need further assistance in this matter.
Sincerely,
Executive Support Team
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 confirmed with the customer that his gift cards have been consolidated. 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 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
Complaint: ***
I am rejecting this response because: I have no other choice but to consult with Microsoft because, as stated previously, there is no guarantee of anything and they fail to call at the time and date requested.Since there is no guarantee of anything then I refuse to have reinstallation done againUnder these condition and recurrent, not simple, but major problems with this pc I deserve either a new replacement computer or a refund of the full price
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe Dell representative *** an exchange system is being processedThe representative will follow up with shipping information once availablePlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** 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 to assist him after researching the situationThe customer indicated that he no longer wished to pursueThe customer stated he had purchased a system from another vender Please have the customer contact the representative by email at ***
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 communication and processing expectations for warranty supportWe regret any miscommunication which may have occurred and appreciate the feedback Our records
indicate, based on the customer’s contact with Dell, the date of purchase from the customer’s receipt has been updated and the customer has warranty support until January 21, Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance Upon follow up, the customer informed our representative that it appears a Windows update has resolved the issue We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty and ask that they contact our representative at ***@Dell.com for any further assistance they 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 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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative made multiple attempts to reach Mr***; however, has not been able to discuss the contents of his correspondenceOur records show that his Dell system
was serviced at the depot on February 18th, and received by Mr*** on February 19th, We 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, Our records indicate that the representative was able to reach the customer via email and offered to assist them in placing the orderThe terms and conditions are listed on the back of the gift card and also on the gift card websiteWe respectfully deny the customer’s request for a cash refundSincerely 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 and apologized for the problemsThe representative explain that the credit has been processed back to the American Express cardThe customer will need to go to his credit card company notify them he returned the productIt will be up to the credit card companies’ terms and conditions if they reissue the gift cardThe representative can be reached at email ***@Dell.comAdvanced Resolution Group Incident *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and agree that upon credit memo *** for $being credited to the credit card that was originally charged, that the resolution is satisfactory to me
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** has followed up with the customerThe representative has authorized a return and provides a return labelThe representative will follow up with the customer once the credit has postedThe representative can be reached by emailing ***_***@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 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
Complaint: ***
I am rejecting this response because: The trackpad on the laptop still has issuesI emailed the original resolution's team member the video of the problem and told him what was going onHe still hasn't responded and that was two days ago.The laptop has a stuttering and jumping trackpad/cursor problem where if I am using two finger scrolling to read something or scroll on a webpage the cursor will jump around and the scrolling will stutter making it difficult to use when browsing the webThere is also noticeable coil whine that my old laptop (before being messed up from Dell repairs) did not have. In addition, the resolutions team member said the laptop was an unused/unopened and returned laptop to Dell from a customer, however upon further investigation I see that wasn't the case as there are signs of use on the edges of the laptop and the laptop was marked as a refurbishedI know according to federal law stores cannot sell used items as "new" but this was a refurb and most likely was returned to Dell by a customer who experienced a defect with he laptop and returned itFrom there, Dell "repairs" the laptop and sells it as a refurb which is what I got. This is very frustrating as the laptop not come in the condition it was promised.Like I said in my original post it seems that all these refurbs Dell sells and send out still have underlying problems that were not fixed and they hope that the end user being an "average joe" would not care or notice muchIn my case the trackpad is one of the most important things on a portable ultrabook and if it has a problem with two finger scrolling which I use a lot to read documents then this is a big issueAnd who knows there are probably more issues with this laptop that haven't surfaced yet
Regards,
*** ***
Thank you for providing a copy of the customer’s submissionA Dell representative will be assigned to this case and will contact the customer to address the contents of their complaint
Complaint: ***
I am rejecting this response because:I did not resell anything, I am not a reseller of any of these TV'sI USED ALL OF THESE TV'S FOR PERSONAL OR BUSINESS USE use so the fact the Dell representative keeps saying anything about terms and conditions and not giving the gift cards to resellers makes NO SENSE when it comes to these purchasesNONE of these items were resold, I should be awarded these gift cards because I did not break any of the terms and conditions whatsoever
Regards,
*** ***
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 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
Complaint: ***
I am rejecting this response because: I still don't have the check for the refundI am not closing this case without having the money in my handThis company has lied previously; I have no way knowing the refund was actually sent! They told me I would have it today, still no check.
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
We certainly do apologize if
the customer was having difficulties submitting the online form to request a
pre-paid shipping label, in order to ship his antiquated equipment to Dell for
recycling.
Our records indicate the Dell
representative; *** has made a number of attempts by phone and email to
reach the customer to offer assistance. On
October 22, Mr*** responded to one of ***’ s emails, informing
the best way to reach him would be by email.
Therefore, *** responded in like, asking the customer to provide
him with the product type and the name of the manufacturer in order to submit
the online form for the customer. We
never heard back from Mr***. It
is quite possible the customer has since been successful in submitting his
online request once the form was completed in its entirety. However, please have the customer contact our
representative directly by email at ***@Dell.com
if they should still need further assistance in this matter.
Sincerely,
Executive Support Team
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 confirmed with the customer that his gift cards have been consolidated. 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 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
Complaint: ***
I am rejecting this response because: I have no other choice but to consult with Microsoft because, as stated previously, there is no guarantee of anything and they fail to call at the time and date requested.Since there is no guarantee of anything then I refuse to have reinstallation done againUnder these condition and recurrent, not simple, but major problems with this pc I deserve either a new replacement computer or a refund of the full price
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe Dell representative *** an exchange system is being processedThe representative will follow up with shipping information once availablePlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** Dell Inc