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 submissionOur records indicate that we have confirmed the system is working as designedThe customer is requesting help to upgrade to Windows as an exception assistance was offeredThe customer is requesting callbacks outside the working hoursThe customer also requested a free month extension to the warranty due which was respectfully denied but as a goodwill gesture month extension has been offeredDell will extend this offer for weeks 1/26/in order for the customer to make a decisionAt this time we ask that the customer follow up with the representative by emailing ***_***@DellTeam.comSincerely, 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, Sabrina 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. Dell has replaced the customer’s computer. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***. Dell now moves to close this matter regarding Incident ID: ***
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com,
Our records indicate the representative Brad followed up with the customer advised the customer that the software is only downloadable from the internet and cds were never sent originallyThe representative offered to assist him but customer stated he did not have time and would follow back up with the representative in about a weekWe have included the link for the customer to review the hardware warranty terms and conditions*** We request the customer contact the representative at ***@Dell.com for any further assistance he may need regarding this matter
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and requests six months of free warranty as a concession Out of fairness to Dell customers who purchase warranty extensions, Dell will not offer a free warranty extension as a concession Since the date of the submission, our records indicate the customer requested a warranty extension as a concession which our representative denied If the customer needs warranty support after regular business hours, he may contact Dell’s technical support representatives at any time at ###-###-#### If he is interested in purchasing a warranty extension prior to the expiration of his current warranty, he may contact our warranty sales team at ###-###-#### As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Per the terms and condition of the sale, our representative respectfully denied the customer’s request for a refundDepot service was offered, per the terms and
condition of the Dell Limited Warranty, and acceptedHowever, we are still awaiting receipt of the system at the depotOur representative remains available to assist the customer through the repair process
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 worked with our gift card department to resolve the matterIn the interest of
customer satisfaction, our representative processed a gift card and followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the 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*** **Our representative, ***, contacted Mr** and a return for credit was dispatchedOur records indicate the credit has been applied to the original form of paymentWe
regret any dissatisfaction Mr** may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because: I responded to an email and indicated to call me between 4p.m& 7p.mEST, however, Dell representative called before said time at which I was not available and the reason for giving an allotted time and dateDell representatives always want to call when they want to not taking into consideration, and after answering their email, the scheduled time to callSometimes, they do not call backI still want either a replacement laptop or a full refund
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerMr*** expressed dissatisfaction with communication and processing expectations for recent fee-based out of warranty support provided by DellWe regret any miscommunication which may have occurred and appreciate the feedbackDell’s Limited Hardware Warranty covers hardware components that fail during use and does not cover physical damage to the hardware componentsOur records indicate a Dell representative contacted Mr*** to discuss his concernsUpon further review, the computer had a damaged keyboard which was melted in some areas and had to be replacedOur representative sent pictures of the damage and denied Mr***’s refund requestWe ask that Mr*** contact our representative should there be any further questions regarding this matterSincerely, Advanced Resolution Group FID # *** Dell
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
Complaint: ***
I am rejecting this response because:I cannot locate my receiptI do not feel the receupt is necessary as what I am basing this complaint on the fact that the warranty advertised on website was/is yearsThe manufactured date on the monitor is under a year and a half ago.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Dell is acting like I am a satisfied customerWhat really enraged me is their response"As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unit"Really?? A one time gesture of goodwill??? It is your duty to get me a working unit since you would not issue a refundI would of gladly taken a refund and gone somewhere elseThey are acting like they did me the favorI purchased this computer back in May and I've been making payments on a non working computer for almost monthsI spent hours on the phone with technical support and I just got the replacement unit now even though I had requested one when this first happenedThey didn't follow through in till I filed this complaint with the Revdex.comAfter I finally got my computer I asked them to consider a "friendly
gesture" of sending me a gift card good towards accessories or something and they said no because they were kind enough to send me a replacement unitMay I remind you that they feel like they did me a favor instead of doing this out of the norm of doing businessAlso, I requested to speak to someone in America and I was never allowedI was always connected to someone in the Philippines or IndiaWhy couldn't I get a hold of an executive to file a complaint? Instead I got a guy who acted like he was a big wig but still took a long time to exchange my unit. I understand that things fail to work properly sometimes but the way Dell handled it is unacceptableAfter a few attempts to correct the problem fail, you replace or refund! I would advise potential computer buyers to stay awayThe product is decent (when working properly) but good customer service is pretty much non existentWhen they finally do what is right, they feel like they are doing you the favor. Sincerely Offended,
*** ***
Dell representative, ***, is continuing to with the customer to achieve an amicable resolution for their concernsOur representative provided technical assistance and requested that they test the system and contact him back with the resultsWe ask that the customer contact our representative at *** for any further assistance they may need regarding this matter
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
Have been fully credited for the defective computerMr*** *** was very helpful in expediting our return
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative dispatched an exchangeHowever; the replacement system arrived with issues and the customer agreed to onsite serviceOur representative will remain engaged
until the service is complete and the issue is resolvedWe regret any dissatisfaction which may have been experienced and appreciate the feedback provided
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because: As previously stated at no time during the ordering process was there any statement nor declaration that Dell maintains a day return policyInstead the policy is buried in an obscure link which is not even labeled "Return Policy." As Dell stated in their response the box was in good shape so I would have no reason to contact Dell until the TV was unboxedObviously, the TV was damaged prior to being placed in the shipping box and I was told by the Dell Customer Service repDell does not inspect the products it sells prior to shippingSince Dell is unwilling to resolve this situation through mediation my only remaining option is to file a law suit in my local Small Claims Court
Regards,
n
*** ***
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
Dell makes every effort to provide support as quickly as possible, however service is sometimes subject to elements outside of Dell’s control such as a parts backlog which will delay resolution under the warranty Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and, for customer satisfaction reasons, processed a system exchange to replace the customer’s system The customer requested a concession for the delay which our representative denied We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
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,
*** ***
Complaint: ***
I am rejecting this response because: Please specify which condition in your price match policy indicates that I was not eligible, and provide EVIDENCEYour terrible Dell representatives just fabricated too many excuses without any evidence, it is so called CHEAT!To dear Revdex.com representative, the Dell representatives just act shamelessly, copy and paste the same words here again and again without looking into my actual questionI can foresee that they will keep copy the same words here to fool usI will never accept their responses without persuasive evidence.Thanks,
*** ***
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 submissionOur records indicate that we have confirmed the system is working as designedThe customer is requesting help to upgrade to Windows as an exception assistance was offeredThe customer is requesting callbacks outside the working hoursThe customer also requested a free month extension to the warranty due which was respectfully denied but as a goodwill gesture month extension has been offeredDell will extend this offer for weeks 1/26/in order for the customer to make a decisionAt this time we ask that the customer follow up with the representative by emailing ***_***@DellTeam.comSincerely, 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, Sabrina 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. Dell has replaced the customer’s computer. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***. Dell now moves to close this matter regarding Incident ID: ***
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com,
Our records indicate the representative Brad followed up with the customer advised the customer that the software is only downloadable from the internet and cds were never sent originallyThe representative offered to assist him but customer stated he did not have time and would follow back up with the representative in about a weekWe have included the link for the customer to review the hardware warranty terms and conditions*** We request the customer contact the representative at ***@Dell.com for any further assistance he may need regarding this matter
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and requests six months of free warranty as a concession Out of fairness to Dell customers who purchase warranty extensions, Dell will not offer a free warranty extension as a concession Since the date of the submission, our records indicate the customer requested a warranty extension as a concession which our representative denied If the customer needs warranty support after regular business hours, he may contact Dell’s technical support representatives at any time at ###-###-#### If he is interested in purchasing a warranty extension prior to the expiration of his current warranty, he may contact our warranty sales team at ###-###-#### As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Per the terms and condition of the sale, our representative respectfully denied the customer’s request for a refundDepot service was offered, per the terms and
condition of the Dell Limited Warranty, and acceptedHowever, we are still awaiting receipt of the system at the depotOur representative remains available to assist the customer through the repair process
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 worked with our gift card department to resolve the matterIn the interest of
customer satisfaction, our representative processed a gift card and followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the 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*** **Our representative, ***, contacted Mr** and a return for credit was dispatchedOur records indicate the credit has been applied to the original form of paymentWe
regret any dissatisfaction Mr** may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because: I responded to an email and indicated to call me between 4p.m& 7p.mEST, however, Dell representative called before said time at which I was not available and the reason for giving an allotted time and dateDell representatives always want to call when they want to not taking into consideration, and after answering their email, the scheduled time to callSometimes, they do not call backI still want either a replacement laptop or a full refund
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerMr*** expressed dissatisfaction with communication and processing expectations for recent fee-based out of warranty support provided by DellWe regret any miscommunication which may have occurred and appreciate the feedbackDell’s Limited Hardware Warranty covers hardware components that fail during use and does not cover physical damage to the hardware componentsOur records indicate a Dell representative contacted Mr*** to discuss his concernsUpon further review, the computer had a damaged keyboard which was melted in some areas and had to be replacedOur representative sent pictures of the damage and denied Mr***’s refund requestWe ask that Mr*** contact our representative should there be any further questions regarding this matterSincerely, Advanced Resolution Group FID # *** Dell
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
Complaint: ***
I am rejecting this response because:I cannot locate my receiptI do not feel the receupt is necessary as what I am basing this complaint on the fact that the warranty advertised on website was/is yearsThe manufactured date on the monitor is under a year and a half ago.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Dell is acting like I am a satisfied customerWhat really enraged me is their response"As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unit"Really?? A one time gesture of goodwill??? It is your duty to get me a working unit since you would not issue a refundI would of gladly taken a refund and gone somewhere elseThey are acting like they did me the favorI purchased this computer back in May and I've been making payments on a non working computer for almost monthsI spent hours on the phone with technical support and I just got the replacement unit now even though I had requested one when this first happenedThey didn't follow through in till I filed this complaint with the Revdex.comAfter I finally got my computer I asked them to consider a "friendly
gesture" of sending me a gift card good towards accessories or something and they said no because they were kind enough to send me a replacement unitMay I remind you that they feel like they did me a favor instead of doing this out of the norm of doing businessAlso, I requested to speak to someone in America and I was never allowedI was always connected to someone in the Philippines or IndiaWhy couldn't I get a hold of an executive to file a complaint? Instead I got a guy who acted like he was a big wig but still took a long time to exchange my unit. I understand that things fail to work properly sometimes but the way Dell handled it is unacceptableAfter a few attempts to correct the problem fail, you replace or refund! I would advise potential computer buyers to stay awayThe product is decent (when working properly) but good customer service is pretty much non existentWhen they finally do what is right, they feel like they are doing you the favor. Sincerely Offended,
*** ***
Dell representative, ***, is continuing to with the customer to achieve an amicable resolution for their concernsOur representative provided technical assistance and requested that they test the system and contact him back with the resultsWe ask that the customer contact our representative at *** for any further assistance they may need regarding this matter
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
Have been fully credited for the defective computerMr*** *** was very helpful in expediting our return
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative dispatched an exchangeHowever; the replacement system arrived with issues and the customer agreed to onsite serviceOur representative will remain engaged
until the service is complete and the issue is resolvedWe regret any dissatisfaction which may have been experienced and appreciate the feedback provided
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because: As previously stated at no time during the ordering process was there any statement nor declaration that Dell maintains a day return policyInstead the policy is buried in an obscure link which is not even labeled "Return Policy." As Dell stated in their response the box was in good shape so I would have no reason to contact Dell until the TV was unboxedObviously, the TV was damaged prior to being placed in the shipping box and I was told by the Dell Customer Service repDell does not inspect the products it sells prior to shippingSince Dell is unwilling to resolve this situation through mediation my only remaining option is to file a law suit in my local Small Claims Court
Regards,
n
*** ***
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
Dell makes every effort to provide support as quickly as possible, however service is sometimes subject to elements outside of Dell’s control such as a parts backlog which will delay resolution under the warranty Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and, for customer satisfaction reasons, processed a system exchange to replace the customer’s system The customer requested a concession for the delay which our representative denied We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
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,
*** ***
Complaint: ***
I am rejecting this response because: Please specify which condition in your price match policy indicates that I was not eligible, and provide EVIDENCEYour terrible Dell representatives just fabricated too many excuses without any evidence, it is so called CHEAT!To dear Revdex.com representative, the Dell representatives just act shamelessly, copy and paste the same words here again and again without looking into my actual questionI can foresee that they will keep copy the same words here to fool usI will never accept their responses without persuasive evidence.Thanks,
*** ***