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, Our records indicate that we are working on different accounts for this customer which is falling under this one complaintDell apologizes for the confusion in regards to the refund for there are apparently cases being worked under the same Revdex.com complaintA different Dell Representative *** is working the refund issue on the order that was returnedThe representative *** has sent several emails to the customer with updates but the customers’ phone is not accepting callsThe representative *** will update the customer once the credit has postedThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Customer expressed dissatisfaction with Dell service and support and wants a no-cost repairWe regret any dissatisfaction customer 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. Our representative explained the terms and conditions of the limited hardware warranty, located at www.Dell.com/WarrantyWe’ve also reviewed the pictures of the damage and verified that the damage is not covered by the limited hardware warrantyTheir request for a no-cost repair was respectfully deniedPlease note, our representative offered fee-based repair; however, customer declined the offerWe remain ready to assist within the terms of Dell’s limited hardware warranty and our other policiesShould Ms*** have any additional concerns, she 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.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDell representative *** has been in contact with the customerThe representative has explained that under the terms and conditions of his warranty he will be required to complete troubleshooting steps
Dell understands that Mr*** has had some problems with one game but until Dell can run the proper diagnostic testing we will not be able to resolve the problemThe customer is outside the day return period so a return is respectfully deniedWe have included the link for the customers’ warranty: ***Should the customer reconsider, we ask that he contact our representative by emailing ***@Dell.com for further assistance he may need regarding this matterSincerely, Advanced Resolution Group FID: *** Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s foll
submission. Customer expressed dissatisfaction with Dell’s response and
stated he is still owed $30.00. Since the date of the foll
submission, a Dell representative remained
in contact with the customer to assist in processing the refund in full.
The representative processed a manual credit for $to complete the
customer’s refund which has posted to the customer’s account. The
customer may contact our representative at ***@Dell.com should there
be any further questions 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 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
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. The customer has informed *** the onsite repair service has fixed his issue. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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
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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, spoke with Ms*** *** and as a one-time goodwill gesture, offered her the repair with no fee attachedMs*** accepted
and our records indicate the system has been returned to her, who reports no further issuesWe regret any dissatisfaction Ms*** may have experienced and *** may be contacted via email at ***@Dell.com.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative explained the Terms of Sale
***
Our records show that the order was canceled due to account verification issues and cannot be reinstatedPlease note that our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handHis request for promotional price and compensation was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because: we checked with our credit card company and NO credit was issued by Dell. I am VERY thankful for the Revdex.com emails regarding the poor handling of this, it will provide even more evidenced based documentation to prove that Dell customer support is messing up badly
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 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
Complaint: ***
I am rejecting this response because:
I am writing in regards to my complaint with Dell As of today, I was not able to get full cooperation from the Dell Corporation I have gotten my computer fixed on my own I was not happy nor satisfied with Dell and their resolutions to my problem As far as I was concerned they were playing games with me, and I needed my computer fixed for school purposes I do not recommend Dell at all, they have lost a long time customer that have purchase at least 7-computers from them
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him that the promotion had expiredOur representative
offered a return or a discount on the game controller; however, Mr*** declined
Our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handHis request for a free game controller was respectfully deniedWe 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
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 based on the following condition: Per the email sent to me by the Dell representative that a full purchase refund will be processed and posted to my account within days of receipt of the returned laptop which is expected to be delivered to Dell on 4/11/per UPS tracking
Regards,
*** ***
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
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 submissionOur records indicate Dell
representative; *** has been instrumental in assisting and resolving the customer‘s order concerns. *** shared with the customer a copy of her invoice so she can witness for herself the cost of the computer and the warranty. The customer can find this information on Dell’s website at www.dell.com under the Support tab. Additionally, *** has confirmed the price paid by the customer verses the price she was to have paid, and has confirmed a refund is warranted; therefore, he arranged the funds returned to the customer’s original form of payment. We certainly apologize for any frustration or inconvenience this matter may have caused the customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***
I am rejecting this response because: they keep calling me while I am work even after i've told them I cannot take calls during my work hours and given them my work hoursThey are the worst communicators i've ever had to deal with and they suck as a company!!!!!
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him that the Vizio item# S4251w-Bis no longer availableOur
representative also informed him of the terms and conditions of sale
***
Please note that our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handHis request for promotional price on a different item was respectfully deniedWe 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
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, Our records indicate that we are working on different accounts for this customer which is falling under this one complaintDell apologizes for the confusion in regards to the refund for there are apparently cases being worked under the same Revdex.com complaintA different Dell Representative *** is working the refund issue on the order that was returnedThe representative *** has sent several emails to the customer with updates but the customers’ phone is not accepting callsThe representative *** will update the customer once the credit has postedThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Customer expressed dissatisfaction with Dell service and support and wants a no-cost repairWe regret any dissatisfaction customer 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. Our representative explained the terms and conditions of the limited hardware warranty, located at www.Dell.com/WarrantyWe’ve also reviewed the pictures of the damage and verified that the damage is not covered by the limited hardware warrantyTheir request for a no-cost repair was respectfully deniedPlease note, our representative offered fee-based repair; however, customer declined the offerWe remain ready to assist within the terms of Dell’s limited hardware warranty and our other policiesShould Ms*** have any additional concerns, she 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.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDell representative *** has been in contact with the customerThe representative has explained that under the terms and conditions of his warranty he will be required to complete troubleshooting steps
Dell understands that Mr*** has had some problems with one game but until Dell can run the proper diagnostic testing we will not be able to resolve the problemThe customer is outside the day return period so a return is respectfully deniedWe have included the link for the customers’ warranty: ***Should the customer reconsider, we ask that he contact our representative by emailing ***@Dell.com for further assistance he may need regarding this matterSincerely, Advanced Resolution Group FID: *** Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s foll
submission. Customer expressed dissatisfaction with Dell’s response and
stated he is still owed $30.00. Since the date of the foll
submission, a Dell representative remained
in contact with the customer to assist in processing the refund in full.
The representative processed a manual credit for $to complete the
customer’s refund which has posted to the customer’s account. The
customer may contact our representative at ***@Dell.com should there
be any further questions 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 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
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. The customer has informed *** the onsite repair service has fixed his issue. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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
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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, spoke with Ms*** *** and as a one-time goodwill gesture, offered her the repair with no fee attachedMs*** accepted
and our records indicate the system has been returned to her, who reports no further issuesWe regret any dissatisfaction Ms*** may have experienced and *** may be contacted via email at ***@Dell.com.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative explained the Terms of Sale
***
Our records show that the order was canceled due to account verification issues and cannot be reinstatedPlease note that our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handHis request for promotional price and compensation was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because: we checked with our credit card company and NO credit was issued by Dell. I am VERY thankful for the Revdex.com emails regarding the poor handling of this, it will provide even more evidenced based documentation to prove that Dell customer support is messing up badly
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 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
Complaint: ***
I am rejecting this response because:
I am writing in regards to my complaint with Dell As of today, I was not able to get full cooperation from the Dell Corporation I have gotten my computer fixed on my own I was not happy nor satisfied with Dell and their resolutions to my problem As far as I was concerned they were playing games with me, and I needed my computer fixed for school purposes I do not recommend Dell at all, they have lost a long time customer that have purchase at least 7-computers from them
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him that the promotion had expiredOur representative
offered a return or a discount on the game controller; however, Mr*** declined
Our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handHis request for a free game controller was respectfully deniedWe 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
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 based on the following condition: Per the email sent to me by the Dell representative that a full purchase refund will be processed and posted to my account within days of receipt of the returned laptop which is expected to be delivered to Dell on 4/11/per UPS tracking
Regards,
*** ***
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
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 submissionOur records indicate Dell
representative; *** has been instrumental in assisting and resolving the customer‘s order concerns. *** shared with the customer a copy of her invoice so she can witness for herself the cost of the computer and the warranty. The customer can find this information on Dell’s website at www.dell.com under the Support tab. Additionally, *** has confirmed the price paid by the customer verses the price she was to have paid, and has confirmed a refund is warranted; therefore, he arranged the funds returned to the customer’s original form of payment. We certainly apologize for any frustration or inconvenience this matter may have caused the customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***
I am rejecting this response because: they keep calling me while I am work even after i've told them I cannot take calls during my work hours and given them my work hoursThey are the worst communicators i've ever had to deal with and they suck as a company!!!!!
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him that the Vizio item# S4251w-Bis no longer availableOur
representative also informed him of the terms and conditions of sale
***
Please note that our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handHis request for promotional price on a different item was respectfully deniedWe 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