Complaint: ***
I am rejecting this response because: the warranty to which Dell refers is not an applicable warrantyThe service which Dell was supposed to provide was through Dell Concierge Service which was purchased completely separately from the purchase of the computer involvedDell misrepresented its services in this agreement by stating that a primary service was "data backupIn promoting this service and enticing customers, such as my husband and I, Dell represented that its services were superior to other services both in expertise and priceDell, in denying that it will take responsibility for its technician having lost the very data the service was designed to preserve is essentially perpetrating a sham on the publicWe have since the incident happened to us talked with experts who attest to the incompetence of the Dell technician in the data baprocessIf the Dell technician had had even rudimentary training he would not have lost the dataIt is ludicrous for Dell to attempt to hide behind a Hardware Warranty that does not apply. Additionally, we encourage the Revdex.com to review its rating of DellThere are posted on websites independent of Revdex.com more than complaints of DellOne website posts a complain virtually identical to ours that occurred within less than a month of our problemWe have notified the Attorney General's office that we believe that Dell has breached an Assurance of Voluntary Compliance which Dell entered into with the Attorney General's office in through its practicesWe are asking the Attorney General to review this, to determine if that agreement applies, and if not, to open a new investigation of Dell's practices and to take action against Dell to stop the company from making misrepresentations to customers and committing other acts that are in violation of the DTPA and other Texas lawsWe request that the Revdex.com review the agreement into which Dell enteredIt can be found on the AG's website.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Dell has not issued a check nor at anytime during this resolution, did Dell show empathyIn fact, this issue remained dormant with Dell until I contacted the Revdex.comIs the issue resolved? Not until I receive a check from DellI do not want this complaint closed until the check is received by meThis was an atrocious experience in consumer relationsI am thankful to the Revdex.com and I do not believe Dell expedited the resolution of this caseAfter all, my own attempts began in October and now it is February Does Dell really display better business practices? No in my book and I am the COO of a healthcare corporation so I am speaking from a business practices perspective
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, *** has recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** explained to the customer that gift cards cannot be used for payment of his Dell Preferred Account per the terms and conditions of said account. 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 GroupIncident ID# ***Dell Inc
Dear Revdex.com, Dell representative *** contacted Mr*** *** and arranged for him to receive a replacement gift card.Mr*** reported that he received the gift cardOur representative closed the case but remains available to address any issues directly related
to this caseOur representative may be reached at ***@dell.comSincerely, Dell Advanced Resolution Team
Complaint: ***
I am rejecting this response because: Sending a broken TV, regardless of the time it was reported as broken is unacceptable Forcing the customer to pay for said broken TV is even worse
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and dispatched a return for creditOur records indicate the system has been received and the credit has been applied to the
original form of paymentWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Dell's representative was prompt, courteous and responsive in dealing with this matter I am happy to dismiss my complaint and replace it with a compliment towards Dell's resolution of this matter I am 100% satisfied with resolution
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative Susan has followed up with the customerThe representative has confirmed the refund has posted to the gift cardWe request the customer contact the representative by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction the customer may have experienced and appreciate the feedback providedThe representative explained Dells policy“ As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced computer once the promotion has ended”If the customer has any further concerns we request they email the representative at ***@Dell.com Sincerely 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 customerThank you for providing a copy of the submissionDell online order process automatically process’s the tax amount when the customer is imputing his shipping informationDell team members will make adjustments for tax issues as this is handled automatically when order onlineOnce and order has been cancelled the promotion has ended Dell will not reinstateSincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently spoke to Ms*** *** regarding her concernsDue to product availability issues, unit was sent to depot for serviceOur records show that
the unit was repaired and delivered to Ms*** on November 29, Our representative also followto confirmed resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:I wrote an email to Mr*** yesterday June 15th, and all I got back was an automated response say he was out of the office and would get back to meThis jerk in India refuses to give me the phone number for the Corporate office in Round Rock, TXThey don't understand what the hell I'm telling them and I will be sending a letter to the CEO personally to let them know the problem I am havingThis case is not closed
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and will remain engaged until the credit has been receivedSincerely, Advanced Resolution Group Incident ID: ***Dell,
Inc
Revdex.com,
As Dell’s stance in this matter remains unchanged, no further attempt has been made to reach the customer
Our records indicate the credit posted to the customer’s account on Oct 2/
Please have the customer contact the investigator directly by email at ***
Sincerely,
Advanced Resolution Group
Incident ID#*** Dell Inc
Complaint: ***
I am rejecting this response because: the corel order was placed with the promotional gift card that came with the computer. That was straightened out. What I never received was order number *** for teacher's edition adobe and AC adapter that I had applied the $"goodwill" coupon.This was the one that was denied because supposedly and erroneously I was told that Visa declined the $charge over the $125. I was supposed to pay at least $above the $125. After Dell said the charge was denied, and I called to say Visa said it had not been, I was told they couldn't rerun it, but I should just re-place it. When I did I was told that there was no $coupon. When *** asked for the order number of this, I gave it to him, but he said there was no record of it. He wanted the confirmation. I didn't send it because I want what I initially ordered, not a "goodwill' coupon. I had the email with the order. If Dell wants to see it, and the email with the $coupon, I can send both. Where should I forward my emails? I can't attach because they are emails. I don't know how to attach that
Regards,
*** ***-***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and provide assistance Following service dispatches which did not fully resolve the issues, for customer satisfaction reasons, our representative processed a system exchange The replacement computer has since been delivered to the customer We ask that he 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 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 authorized an exchange system to be shippedOur records indicate the replacement system has been deliveredWe remain available to assist and ask that the customer contact the representative ***
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionAs is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced computer once the promotion has endedThe customer does have the option to return for full creditPlease have the customer contact ***_***@Dell.com if he has any further questionsAdvanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Dell representative *** contacted the customer and explained a return for credit is not an option due to age. The representative offered to work with the customer by troubleshooting or an exchange
system. The customer has refused all offers. Per the terms of Dell’s Limited Hardware Warranty, in order to obtain support, it would be necessary for the customer to engage with a Dell technical representative to perform diagnostics to determine what, if any, hardware component is not functioning properly. Since the date of the submission, a Dell representative contacted the customer and offered support, per the terms of the warranty, however, to date, the customer has refused to work with our technical representatives to perform diagnostics. Dell cannot provide support under the warranty without the customer’s cooperation to determine the cause of the issue. We remain ready to assist the customer within the terms of the warranty and our other policies. Dell remains available to support the system under the current hardware warranty. Should the customer change her mind, 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 GroupFID: ***Dell
The customer confirmed they received the refund in the amount of $and it has posted to the customer’s accountTherefore, our representative close this case but can be reached at ***@dell.com
Complaint: ***
I am rejecting this response because: the warranty to which Dell refers is not an applicable warrantyThe service which Dell was supposed to provide was through Dell Concierge Service which was purchased completely separately from the purchase of the computer involvedDell misrepresented its services in this agreement by stating that a primary service was "data backupIn promoting this service and enticing customers, such as my husband and I, Dell represented that its services were superior to other services both in expertise and priceDell, in denying that it will take responsibility for its technician having lost the very data the service was designed to preserve is essentially perpetrating a sham on the publicWe have since the incident happened to us talked with experts who attest to the incompetence of the Dell technician in the data baprocessIf the Dell technician had had even rudimentary training he would not have lost the dataIt is ludicrous for Dell to attempt to hide behind a Hardware Warranty that does not apply. Additionally, we encourage the Revdex.com to review its rating of DellThere are posted on websites independent of Revdex.com more than complaints of DellOne website posts a complain virtually identical to ours that occurred within less than a month of our problemWe have notified the Attorney General's office that we believe that Dell has breached an Assurance of Voluntary Compliance which Dell entered into with the Attorney General's office in through its practicesWe are asking the Attorney General to review this, to determine if that agreement applies, and if not, to open a new investigation of Dell's practices and to take action against Dell to stop the company from making misrepresentations to customers and committing other acts that are in violation of the DTPA and other Texas lawsWe request that the Revdex.com review the agreement into which Dell enteredIt can be found on the AG's website.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Dell has not issued a check nor at anytime during this resolution, did Dell show empathyIn fact, this issue remained dormant with Dell until I contacted the Revdex.comIs the issue resolved? Not until I receive a check from DellI do not want this complaint closed until the check is received by meThis was an atrocious experience in consumer relationsI am thankful to the Revdex.com and I do not believe Dell expedited the resolution of this caseAfter all, my own attempts began in October and now it is February Does Dell really display better business practices? No in my book and I am the COO of a healthcare corporation so I am speaking from a business practices perspective
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, *** has recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** explained to the customer that gift cards cannot be used for payment of his Dell Preferred Account per the terms and conditions of said account. 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 GroupIncident ID# ***Dell Inc
Dear Revdex.com, Dell representative *** contacted Mr*** *** and arranged for him to receive a replacement gift card.Mr*** reported that he received the gift cardOur representative closed the case but remains available to address any issues directly related
to this caseOur representative may be reached at ***@dell.comSincerely, Dell Advanced Resolution Team
Complaint: ***
I am rejecting this response because: Sending a broken TV, regardless of the time it was reported as broken is unacceptable Forcing the customer to pay for said broken TV is even worse
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and dispatched a return for creditOur records indicate the system has been received and the credit has been applied to the
original form of paymentWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Dell's representative was prompt, courteous and responsive in dealing with this matter I am happy to dismiss my complaint and replace it with a compliment towards Dell's resolution of this matter I am 100% satisfied with resolution
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative Susan has followed up with the customerThe representative has confirmed the refund has posted to the gift cardWe request the customer contact the representative by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction the customer may have experienced and appreciate the feedback providedThe representative explained Dells policy“ As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced computer once the promotion has ended”If the customer has any further concerns we request they email the representative at ***@Dell.com Sincerely 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 customerThank you for providing a copy of the submissionDell online order process automatically process’s the tax amount when the customer is imputing his shipping informationDell team members will make adjustments for tax issues as this is handled automatically when order onlineOnce and order has been cancelled the promotion has ended Dell will not reinstateSincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently spoke to Ms*** *** regarding her concernsDue to product availability issues, unit was sent to depot for serviceOur records show that
the unit was repaired and delivered to Ms*** on November 29, Our representative also followto confirmed resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:I wrote an email to Mr*** yesterday June 15th, and all I got back was an automated response say he was out of the office and would get back to meThis jerk in India refuses to give me the phone number for the Corporate office in Round Rock, TXThey don't understand what the hell I'm telling them and I will be sending a letter to the CEO personally to let them know the problem I am havingThis case is not closed
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and will remain engaged until the credit has been receivedSincerely, Advanced Resolution Group Incident ID: ***Dell,
Inc
Revdex.com,
As Dell’s stance in this matter remains unchanged, no further attempt has been made to reach the customer
Our records indicate the credit posted to the customer’s account on Oct 2/
Please have the customer contact the investigator directly by email at ***
Sincerely,
Advanced Resolution Group
Incident ID#*** Dell Inc
Complaint: ***
I am rejecting this response because: the corel order was placed with the promotional gift card that came with the computer. That was straightened out. What I never received was order number *** for teacher's edition adobe and AC adapter that I had applied the $"goodwill" coupon.This was the one that was denied because supposedly and erroneously I was told that Visa declined the $charge over the $125. I was supposed to pay at least $above the $125. After Dell said the charge was denied, and I called to say Visa said it had not been, I was told they couldn't rerun it, but I should just re-place it. When I did I was told that there was no $coupon. When *** asked for the order number of this, I gave it to him, but he said there was no record of it. He wanted the confirmation. I didn't send it because I want what I initially ordered, not a "goodwill' coupon. I had the email with the order. If Dell wants to see it, and the email with the $coupon, I can send both. Where should I forward my emails? I can't attach because they are emails. I don't know how to attach that
Regards,
*** ***-***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and provide assistance Following service dispatches which did not fully resolve the issues, for customer satisfaction reasons, our representative processed a system exchange The replacement computer has since been delivered to the customer We ask that he 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 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 authorized an exchange system to be shippedOur records indicate the replacement system has been deliveredWe remain available to assist and ask that the customer contact the representative ***
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionAs is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced computer once the promotion has endedThe customer does have the option to return for full creditPlease have the customer contact ***_***@Dell.com if he has any further questionsAdvanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Dell representative *** contacted the customer and explained a return for credit is not an option due to age. The representative offered to work with the customer by troubleshooting or an exchange
system. The customer has refused all offers. Per the terms of Dell’s Limited Hardware Warranty, in order to obtain support, it would be necessary for the customer to engage with a Dell technical representative to perform diagnostics to determine what, if any, hardware component is not functioning properly. Since the date of the submission, a Dell representative contacted the customer and offered support, per the terms of the warranty, however, to date, the customer has refused to work with our technical representatives to perform diagnostics. Dell cannot provide support under the warranty without the customer’s cooperation to determine the cause of the issue. We remain ready to assist the customer within the terms of the warranty and our other policies. Dell remains available to support the system under the current hardware warranty. Should the customer change her mind, 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 GroupFID: ***Dell
The customer confirmed they received the refund in the amount of $and it has posted to the customer’s accountTherefore, our representative close this case but can be reached at ***@dell.com