Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a Dell promotion We regret any miscommunication which may have occurred and appreciate the feedbackDell makes
every effort to avoid errors on the Dell site and in communications with customers as we fully understand the bad experience it can causeGiven that problems do happen on occasions such as during extreme volume of customers on Dell’s site during a promotion, our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handSince the date of the submission, a Dell representative contacted the customer to advise that we would not be able to provide the computer at the promotional price as the promotion ended when the limited quantity of promotionally priced computers was depleted We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently made multiple attempts to reach Mr***; however, has not been able to discuss the contents of his correspondenceOur records show that the unit
was purchased in June 2015; therefore, due to our return policy, his request for refund is respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by email 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 complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer apologized to the customer for the experience and would make sure the correct management staff was provided the informationThe representative worked with the customer and provided a new activation key codeThe representative followed up and confirmed system is workingWe remain available to assist the customer if neededPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Dell records show that the representative requested that the customer provided additional documentationAt this time Mr*** has not provided a copy of a receipt or proof of purchase as requestedSincerely Advanced Resolution Group Incident *** Dell
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,
*** ***
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 complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer apologized to the customer for the experienceThe representative assisted in getting the disputed amount posted back to the customers’ original mode of paymentPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: I contacted Susan already and she gave me a spare parts number that routes me to customer service, which I refuseDue to dissatisfaction of them
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 her computer replaced with a different model computer We regret any dissatisfaction she may have experienced and appreciate
the feedback provided Dell will not process an exchange for a different model computer based on a general customer complaint that the computer purchased is not up to the customer’s standards In such a case, the customer would need to return the computer within the twenty-one day Return Period and reorder a different computer Since the date of the submission, a Dell representative contacted the customer to discuss her concerns The customer indicated the computer is currently functioning as it should but she was not happy with the quality of her computer 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 *** for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:I have just swapped one problem for others! The laptop now has several other problems not running smoothly programs that ran very smooth on the other motherboard. The main audio editing software does not scroll thru the audio as it is played and edited. Instead as the audio plays the waveform freezes then jumps ahead. The program that I was recording audio from the vinyl albums freezes and stops working when I try to save the tracks, I am removing this program and am using one that requires several more steps to accomplish the same task.I am going to try an attach to emails I received from Dell during this process
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I already paid for the gift card, and if they don't let me use it for whatever reason, they should give me full refundOtherwise, it is robbery from customer
Regards,
*** ***
Complaint: ***
We are very sorry that Dell sent same statements again for the second time, while we already rejected their "solutions" and excuses in the original copy.We believe Dell as a big company should show respects to both customers and Revdex.com - sending exact same copies again and again is very naïve and not responsible.We still want to clarify one thing - we never declined the OS re-installation offered by Dell, and we keep the email communication showing soOur concern is, we already did that in April/May ourselves but it did not solve the issue, so we do not think another OS installation will help but just a waste of timeIf Dell are confident that another OS installation will solve the issue, they are welcome to do that
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 Dell
representative; *** and the customer have discussed this matter by phone. We appreciate the customer taking time to share their purchasing experience with Dell, and for the Revdex.com bringing the two parties together. Our records indicate the customer had placed on order with Dell on 05/18/for a Nikon DCamera and due to the merchandise being on back-order; it did not ship until 06/17/2016. We certainly do apologize for the disappointing delays. The camera was delivered to the customer on Monday, 06/20/by Federal Express and the customer has confirmed receipt with ***. 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a promotional gift card We regret any miscommunication which may have occurred and appreciate the feedback Dell offers many promotions however not all $computers may be eligible for a $promo gift card as the customer suggests Our records indicate the customer was given a discount however there is no indication that the customer’s order was eligible for a gift card promotion Since the date of the submission, a Dell representative has attempted multiple times to contact the customer by phone and e-mail to discuss his concerns To date, the customer has not responded to our representative’s follow up contact attempts If the customer has documentation from Dell indicating he is eligible for a Dell gift card promotion, or would like to discuss this matter, we ask that he contact our representative at ***@Dell.com with any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***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 Mr*** ***A Dell representative recently contacted Mr*** regarding his concerns and informed him that the promotion for the product in question had expiredOur 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 was respectfully deniedAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered a discount on a future purchase from Dell; furthermore, the offer will remain valid until 11:PM CDT on December 12, 2016.
We 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:I have not been issued all refunds and have all correspondenceMs* has NOT been helpful, I have had to contact her on more than occasions in regard to my refundDell would like to apologize while writing to the Revdex.com but has NEVER apologized to meI have been dealing with their inadequate customer service since May 5, 2017, we are now past Dells policy of a refund being issued within 10-business daysI have screen shots from hours on the phone to STILL be dealing with their companyThis is unacceptableMy company now has suffered over a month because of Dells actions and lack there ofI have had to do Dells job for them from day one and have proof of said work I have had to pour my time into to get a refund, or even prior to refund, a cordAt this point, after contacting Ms* yesterday, of course not to hear back from her but every theee says after I send her an emailNot one Dell Representative has ensured my refund or any type assistance through this processI am consulting with an attorney at this point because of breach of contract, whereas Dell has broke their own refund policy and still not making it goodOver a month is unacceptable to even be dealing with this.
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 repaired or a refund We regret any dissatisfaction they may have experienced and appreciate the feedback
providedDell records indicate a replacement Microsoft product key code has been sent to the customer Since the date of the submission, a Dell representative contacted the customer to provide assistance with loading the program and product key and this appears to have resolved the issue 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,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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a Dell promotion We regret any miscommunication which may have occurred and appreciate the feedbackDell makes
every effort to avoid errors on the Dell site and in communications with customers as we fully understand the bad experience it can causeGiven that problems do happen on occasions such as during extreme volume of customers on Dell’s site during a promotion, our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handSince the date of the submission, a Dell representative contacted the customer to advise that we would not be able to provide the computer at the promotional price as the promotion ended when the limited quantity of promotionally priced computers was depleted We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently made multiple attempts to reach Mr***; however, has not been able to discuss the contents of his correspondenceOur records show that the unit
was purchased in June 2015; therefore, due to our return policy, his request for refund is respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by email 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 UPS has not picked up the TV
Regards,
*** ***
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer apologized to the customer for the experience and would make sure the correct management staff was provided the informationThe representative worked with the customer and provided a new activation key codeThe representative followed up and confirmed system is workingWe remain available to assist the customer if neededPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Dell records show that the representative requested that the customer provided additional documentationAt this time Mr*** has not provided a copy of a receipt or proof of purchase as requestedSincerely Advanced Resolution Group Incident *** Dell
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,
*** ***
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 complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer apologized to the customer for the experienceThe representative assisted in getting the disputed amount posted back to the customers’ original mode of paymentPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: I contacted Susan already and she gave me a spare parts number that routes me to customer service, which I refuseDue to dissatisfaction of them
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 her computer replaced with a different model computer We regret any dissatisfaction she may have experienced and appreciate
the feedback provided Dell will not process an exchange for a different model computer based on a general customer complaint that the computer purchased is not up to the customer’s standards In such a case, the customer would need to return the computer within the twenty-one day Return Period and reorder a different computer Since the date of the submission, a Dell representative contacted the customer to discuss her concerns The customer indicated the computer is currently functioning as it should but she was not happy with the quality of her computer 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 *** for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:I have just swapped one problem for others! The laptop now has several other problems not running smoothly programs that ran very smooth on the other motherboard. The main audio editing software does not scroll thru the audio as it is played and edited. Instead as the audio plays the waveform freezes then jumps ahead. The program that I was recording audio from the vinyl albums freezes and stops working when I try to save the tracks, I am removing this program and am using one that requires several more steps to accomplish the same task.I am going to try an attach to emails I received from Dell during this process
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I already paid for the gift card, and if they don't let me use it for whatever reason, they should give me full refundOtherwise, it is robbery from customer
Regards,
*** ***
Complaint: ***
We are very sorry that Dell sent same statements again for the second time, while we already rejected their "solutions" and excuses in the original copy.We believe Dell as a big company should show respects to both customers and Revdex.com - sending exact same copies again and again is very naïve and not responsible.We still want to clarify one thing - we never declined the OS re-installation offered by Dell, and we keep the email communication showing soOur concern is, we already did that in April/May ourselves but it did not solve the issue, so we do not think another OS installation will help but just a waste of timeIf Dell are confident that another OS installation will solve the issue, they are welcome to do that
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 Dell
representative; *** and the customer have discussed this matter by phone. We appreciate the customer taking time to share their purchasing experience with Dell, and for the Revdex.com bringing the two parties together. Our records indicate the customer had placed on order with Dell on 05/18/for a Nikon DCamera and due to the merchandise being on back-order; it did not ship until 06/17/2016. We certainly do apologize for the disappointing delays. The camera was delivered to the customer on Monday, 06/20/by Federal Express and the customer has confirmed receipt with ***. 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a promotional gift card We regret any miscommunication which may have occurred and appreciate the feedback Dell offers many promotions however not all $computers may be eligible for a $promo gift card as the customer suggests Our records indicate the customer was given a discount however there is no indication that the customer’s order was eligible for a gift card promotion Since the date of the submission, a Dell representative has attempted multiple times to contact the customer by phone and e-mail to discuss his concerns To date, the customer has not responded to our representative’s follow up contact attempts If the customer has documentation from Dell indicating he is eligible for a Dell gift card promotion, or would like to discuss this matter, we ask that he contact our representative at ***@Dell.com with any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***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 Mr*** ***A Dell representative recently contacted Mr*** regarding his concerns and informed him that the promotion for the product in question had expiredOur 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 was respectfully deniedAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered a discount on a future purchase from Dell; furthermore, the offer will remain valid until 11:PM CDT on December 12, 2016.
We 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:I have not been issued all refunds and have all correspondenceMs* has NOT been helpful, I have had to contact her on more than occasions in regard to my refundDell would like to apologize while writing to the Revdex.com but has NEVER apologized to meI have been dealing with their inadequate customer service since May 5, 2017, we are now past Dells policy of a refund being issued within 10-business daysI have screen shots from hours on the phone to STILL be dealing with their companyThis is unacceptableMy company now has suffered over a month because of Dells actions and lack there ofI have had to do Dells job for them from day one and have proof of said work I have had to pour my time into to get a refund, or even prior to refund, a cordAt this point, after contacting Ms* yesterday, of course not to hear back from her but every theee says after I send her an emailNot one Dell Representative has ensured my refund or any type assistance through this processI am consulting with an attorney at this point because of breach of contract, whereas Dell has broke their own refund policy and still not making it goodOver a month is unacceptable to even be dealing with this.
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 repaired or a refund We regret any dissatisfaction they may have experienced and appreciate the feedback
providedDell records indicate a replacement Microsoft product key code has been sent to the customer Since the date of the submission, a Dell representative contacted the customer to provide assistance with loading the program and product key and this appears to have resolved the issue 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,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