Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent computer order We regret any miscommunication which may have occurred and appreciate the feedback
provided Dell does not feature a payment option as described by the customer Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative processed a Return Authorization for a full refund, which has posted to the customer’s account 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:I have purchased my original system on January 21, On September 2, 2016, I have contacted the Dell’s Costumer Serves with issues when I was promised a resolution in 3-business daysThe issues were resolved on February 6, with help of Revdex.comI have owned the system for a little more than months and I did not have an operational system in my possession for four months (days) of I have lost days of a system use with warranty due to multiple incidents of incompetence of Dell’s Technical Support and Dell’s complete failure of quality control of its products(I had received not once, but twice not fully operational replacement system.) It is only fair that Dell respectfully returns those days back to meDell’s unwillingness to take responsibility is only supports my statement of its unscrupulous business conductAnd again, I am not asking for free extended warranty; I am asking for what is rightfully mine
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I reject because his only answer was for me to spend an additional $then my computer would workDell sold me a computer with all of it's hard drive fullThey should have at least told me this computer will not workThat is NOT how they advertise itI am a disabled on a fix income, I do not have $
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The reasons given by Dell do not apply according to the Uniform Commercial Code I referenced earlier in my complaint When I received a call, the gentleman was very abrupt and condescending to me, and when I asked to speak to a manager he said he had none I also asked to receive a call back from someone higher-up, and was informed this would be my only communication with Dell about the issue.This is not becoming of a large corporation, both to not abide by the rule of law in our great nation, and also to avoid, deflect, and undermine the ability for consumers to have their problems heard and understood by those with the authority and ability to make it rightShame on you, Dell Corporation, for treating a long-time customer or anyone for that matter like this Unless this is resolved, I will be using my power as a enterprise-scale purchaser, IT decision-maker, and personal influencer to friends, family, coworkers, and peers to not make any purchases, sign any contracts, or enter any business agreements with Dell Corporation, and I will be working even harder to move my entire large-scale infrastructure to other vendors and service providers that have more respect for the people they sell to. In no way do I consider this matter resolved, and I have a pending case with the FTC about the issue as well
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 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
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
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 worked with our account verification team to resolve the
matterPlease note that the credit for Battery order# *** has been posted to the original form of paymentOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly 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:Thank you for the prompt support as alwaysHere is an update here pleaseThis issue is not resolvedThe Dell service support has not refunded any funds to my *** account or my debit card as promisedIt has been over one month.They claim that they issued the refund on March 3, but they did notI am still waitingThey claim that they have proof of the refund transactionBut where is the proof? All I want is my full refund $638.04.One added noteThey are not tell the Revdex.com group the entire story hereDid the laptop get lost by the carrier? YesDid Dell offer an exchange for a replacement? YesDid I refuse the offer? YesWhy you may ask? I will not buy Dell products ever againWhy? I cannot receive quality, responsive customer service support from Dell. All I get is phone transfers from department to department. Frequent dropped callsThe support reps do not have access to view info regarding an open service issueSo, when I call for service, it's back to the beginning over and overBut don't believe me, I ask you to try their service support for a real test pleaseAlso read the Revdex.com consumer complaints for DellMost are poor customer service related. Try it and see
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 submissionA Dell representative, ***n has recently contacted the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. ***n has provided the customer with his refund that will appear on his next billing cycle. 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: 3***. Sincerely, Advanced Resolution GroupIncident ID# 3***Dell Inc
Complaint: ***
I am rejecting this response because:The problem stemmed from the fact that, after Dell, Incwas aware of the warranty being expired on my equipment, they sent an update to my computer, under "Dell Updates" which completely removed Windows and replaced it with Windows Essentials for which they wanted to charge a fee to fix ($129.99)This is the same as "ransomware" - holding the customer hostage for damage done by the business itself: in this case Dell, Inc.To add insult to injury I was charged $on 08/17/for a "copy" of my original windows programHaving been an IT professional for several years I checked the thumb drive only to find no programs or loading software on the thumb driveWhen booting from the thumb drive it merely reset my "Windows Essentials" software, the software Dell, Incsubterfuged into my computer after the out-of-warranty update that removed Windows 8.1.I request Dell, Inc. replace my Windows software and pay me $for all the time, work, and other programs and data which were lost. I have spent hours attempting to restore my computer, my programs, and my data.I have repeatedly told Dell, Incvia email that I am available by phone at 4:PM Pacific Standard timeMy computer was purchased in America, the corporate address is in America, it is completely unprofessional that an American cannot contact me at the requested time.I did not send them "ransomware", they sent it to meIt should be their responsibility to make correct the intentional damage their "update" did.Thank you, Dell, Inchas done nothing since the filing of this complaint but attempt to make my life more miserable by wasting more of my time
Regards,
*** ***
Dear Revdex.com, Dell representative, ***, received confirmation that his supervisor spoke with Ms*** and her computer is working fineAn external hard drive has been shipped and was deliveredDell representative, ***, remains available to
assist Ms*** in resolving her issues as reported in her complaint Sincerely, Dell Advanced Resolution Team
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfaction, a return for order# *** was processedOur
records show that the credit has been posted to the original form of payment, which should reflect on his next billing statementOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly 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:On June 9, I wrote to Sam, my contact at Dell, to express my displeasure with the still-defective Venue tabletI still have not heard back from him about this matterThis is probably the longest I have gone without hearing from someone at Dell since I wrote my initial complaintI'm hoping it's not because they're upset I'm questioning the work they did on the tablet- I'm sure they did the best they could with a poorly designed piece of hardwareI wrote to *** and told him that I would be expecting a refundI believe, based on my own personal experience, a forum on Dell's own website, and the fact that Dell was willing to replace parts in the Venue tablet, that this particular tablet was poorly designed and a company as big and reputable as Dell should take accountability for the people they've left stranded.I will expect a full refund of $(this was the final price, as I bought it in tax-free New Hampshire) to be paid to:*** *** *** *** ***
*** ** ***
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 submissionOur records indicate Dell representative; *** has been instrumental in
assisting the customer with the returned equipment and making certain the full refund has been posted to his Dell Preferred Account. Please know that Dell is given thirty (30) days from the date we receive the equipment to refund our customer’s original form of payment; in this case, Mr***’ Dell Preferred Account. Dell Financial Services; WebBank will then need time to process the refund on their side of this transaction as well. Dell Financial Services has confirmed Mr***’ account currently has a $balance. Mr*** may confirm this fact by going online or by reviewing his statement received from Dell Financial Services. We certainly do apologize for any inconvenience or frustration this matter may have caused the customer. Please know, Dell does not provide compensation or recompense for a negative experience. We thank the Revdex.com for bringing Dell and the customer together so that we could resolve this matter with finality for our 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
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
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
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
Complaint: ***
I am rejecting this response because:Dell has not addressed my points, but only continues to state their "right" at breaching their own terms of sale Please see (and read) the details in my attached response
Regards,
*** ***Attachment: The fact remains that the only matter that Dell has “addressed” (i.erepeated ad nauseum) is that Dell reserves the right to cancel orders that they “deem” are pricing errorsI am not disputing thatIn fact, another order that I placed the same day and time was also deemed a “pricing error” and was canceled by Dell in a timely manner, the charge on my credit card was only “authorized” and did NOT post, neither was the item shippedThat particular order I am NOT disputingWhat I AM disputing is that Dell can retain the right to cancel an order AFTER it has been accepted, and AFTER they have purposely and successfully charged my credit card, so that the charge actually posted-NOT just authorized, AND AFTER they have shipped the product to meBy their own terms of service when the product ships the title passes to the customer(See ***, paragraph six under “Shipping”) Hence I paid for the product and they transferred title to meNote that the terms of sale do NOT say that the title is transferred upon the consumer RECEIVING the item, but upon Dell SHIPPING the itemAfter the item arrived in my city, they “recalled” it (i.etook the item without my permission) that I had legally paid for and held title toI believe that constitutes theftDell has NOT addressed how they can accept payment, transfer title, and then take the item back without permissionAs per their terms of sale: “This is a binding agreementAs an Agreement between Dell and yourself, it may NOT be altered, supplemented or amended by any other document unless the new document is signed by both you and Dell.” Dell, in retrieving the product after receiving payment, transferring title, and shipping the product has breached this “binding agreement”.Additionally, in Dell’s terms of sale they state: “If you have already placed your order and no longer want to be bound to this Agreement then you must either promptly cancel your order at Dell’s Order Support page or return your purchase in accordance with Dell’s Return PolicyPlease act promptly and note that these options may carry restocking or other fees.[bold emphasis mine]”Dell expects the consumer to act promptly and bear the burden of “restocking or other fees if they do not”, yet they do NOT hold themselves to the same standard.There is also the matter of discrimination in deciding which consumers were allowed to keep the product with the so-called pricing error, and which were notAs previously mentioned my son ordered the same item, SAME PRICE, same day and time, and it was shipped, and received in our city the same time as was mine (as per tracking)His, however was delivered, mine was recalled after it was on the delivery truckIs Dell’s “sole discretion” discriminatory? In an email communication to me, Mr*** (Dell Advanced Resolution Group) stated that “For the orders already delivered notifications have not yet been sent.” Is this to imply that Dell will yet try to retrieve those? They certainly have not at this point, and I highly doubt that they intend toRather this is an example of Dell’s disingenuity.I continue to be appalled at Dell’s lack of concern for their customerThis dispute will not be resolved by continually repeating their right to breach their own terms of saleI continue to hold claim to what is legally mineAgain, this can be easily resolved simply by reshipping the product to me.Sincerely, *** ***
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, 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 *** contacted the customer confirmed she has received the gift card for $The customer will need to make sure she uses the gift card before the expiration datePlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent computer order We regret any miscommunication which may have occurred and appreciate the feedback
provided Dell does not feature a payment option as described by the customer Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative processed a Return Authorization for a full refund, which has posted to the customer’s account 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:I have purchased my original system on January 21, On September 2, 2016, I have contacted the Dell’s Costumer Serves with issues when I was promised a resolution in 3-business daysThe issues were resolved on February 6, with help of Revdex.comI have owned the system for a little more than months and I did not have an operational system in my possession for four months (days) of I have lost days of a system use with warranty due to multiple incidents of incompetence of Dell’s Technical Support and Dell’s complete failure of quality control of its products(I had received not once, but twice not fully operational replacement system.) It is only fair that Dell respectfully returns those days back to meDell’s unwillingness to take responsibility is only supports my statement of its unscrupulous business conductAnd again, I am not asking for free extended warranty; I am asking for what is rightfully mine
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I reject because his only answer was for me to spend an additional $then my computer would workDell sold me a computer with all of it's hard drive fullThey should have at least told me this computer will not workThat is NOT how they advertise itI am a disabled on a fix income, I do not have $
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The reasons given by Dell do not apply according to the Uniform Commercial Code I referenced earlier in my complaint When I received a call, the gentleman was very abrupt and condescending to me, and when I asked to speak to a manager he said he had none I also asked to receive a call back from someone higher-up, and was informed this would be my only communication with Dell about the issue.This is not becoming of a large corporation, both to not abide by the rule of law in our great nation, and also to avoid, deflect, and undermine the ability for consumers to have their problems heard and understood by those with the authority and ability to make it rightShame on you, Dell Corporation, for treating a long-time customer or anyone for that matter like this Unless this is resolved, I will be using my power as a enterprise-scale purchaser, IT decision-maker, and personal influencer to friends, family, coworkers, and peers to not make any purchases, sign any contracts, or enter any business agreements with Dell Corporation, and I will be working even harder to move my entire large-scale infrastructure to other vendors and service providers that have more respect for the people they sell to. In no way do I consider this matter resolved, and I have a pending case with the FTC about the issue as well
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 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
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
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 worked with our account verification team to resolve the
matterPlease note that the credit for Battery order# *** has been posted to the original form of paymentOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly 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:Thank you for the prompt support as alwaysHere is an update here pleaseThis issue is not resolvedThe Dell service support has not refunded any funds to my *** account or my debit card as promisedIt has been over one month.They claim that they issued the refund on March 3, but they did notI am still waitingThey claim that they have proof of the refund transactionBut where is the proof? All I want is my full refund $638.04.One added noteThey are not tell the Revdex.com group the entire story hereDid the laptop get lost by the carrier? YesDid Dell offer an exchange for a replacement? YesDid I refuse the offer? YesWhy you may ask? I will not buy Dell products ever againWhy? I cannot receive quality, responsive customer service support from Dell. All I get is phone transfers from department to department. Frequent dropped callsThe support reps do not have access to view info regarding an open service issueSo, when I call for service, it's back to the beginning over and overBut don't believe me, I ask you to try their service support for a real test pleaseAlso read the Revdex.com consumer complaints for DellMost are poor customer service related. Try it and see
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 submissionA Dell representative, ***n has recently contacted the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. ***n has provided the customer with his refund that will appear on his next billing cycle. 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: 3***. Sincerely, Advanced Resolution GroupIncident ID# 3***Dell Inc
Complaint: ***
I am rejecting this response because:The problem stemmed from the fact that, after Dell, Incwas aware of the warranty being expired on my equipment, they sent an update to my computer, under "Dell Updates" which completely removed Windows and replaced it with Windows Essentials for which they wanted to charge a fee to fix ($129.99)This is the same as "ransomware" - holding the customer hostage for damage done by the business itself: in this case Dell, Inc.To add insult to injury I was charged $on 08/17/for a "copy" of my original windows programHaving been an IT professional for several years I checked the thumb drive only to find no programs or loading software on the thumb driveWhen booting from the thumb drive it merely reset my "Windows Essentials" software, the software Dell, Incsubterfuged into my computer after the out-of-warranty update that removed Windows 8.1.I request Dell, Inc. replace my Windows software and pay me $for all the time, work, and other programs and data which were lost. I have spent hours attempting to restore my computer, my programs, and my data.I have repeatedly told Dell, Incvia email that I am available by phone at 4:PM Pacific Standard timeMy computer was purchased in America, the corporate address is in America, it is completely unprofessional that an American cannot contact me at the requested time.I did not send them "ransomware", they sent it to meIt should be their responsibility to make correct the intentional damage their "update" did.Thank you, Dell, Inchas done nothing since the filing of this complaint but attempt to make my life more miserable by wasting more of my time
Regards,
*** ***
Dear Revdex.com, Dell representative, ***, received confirmation that his supervisor spoke with Ms*** and her computer is working fineAn external hard drive has been shipped and was deliveredDell representative, ***, remains available to
assist Ms*** in resolving her issues as reported in her complaint Sincerely, Dell Advanced Resolution Team
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfaction, a return for order# *** was processedOur
records show that the credit has been posted to the original form of payment, which should reflect on his next billing statementOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly 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:On June 9, I wrote to Sam, my contact at Dell, to express my displeasure with the still-defective Venue tabletI still have not heard back from him about this matterThis is probably the longest I have gone without hearing from someone at Dell since I wrote my initial complaintI'm hoping it's not because they're upset I'm questioning the work they did on the tablet- I'm sure they did the best they could with a poorly designed piece of hardwareI wrote to *** and told him that I would be expecting a refundI believe, based on my own personal experience, a forum on Dell's own website, and the fact that Dell was willing to replace parts in the Venue tablet, that this particular tablet was poorly designed and a company as big and reputable as Dell should take accountability for the people they've left stranded.I will expect a full refund of $(this was the final price, as I bought it in tax-free New Hampshire) to be paid to:*** *** *** *** ***
*** ** ***
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 submissionOur records indicate Dell representative; *** has been instrumental in
assisting the customer with the returned equipment and making certain the full refund has been posted to his Dell Preferred Account. Please know that Dell is given thirty (30) days from the date we receive the equipment to refund our customer’s original form of payment; in this case, Mr***’ Dell Preferred Account. Dell Financial Services; WebBank will then need time to process the refund on their side of this transaction as well. Dell Financial Services has confirmed Mr***’ account currently has a $balance. Mr*** may confirm this fact by going online or by reviewing his statement received from Dell Financial Services. We certainly do apologize for any inconvenience or frustration this matter may have caused the customer. Please know, Dell does not provide compensation or recompense for a negative experience. We thank the Revdex.com for bringing Dell and the customer together so that we could resolve this matter with finality for our 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
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
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
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
Complaint: ***
I am rejecting this response because:Dell has not addressed my points, but only continues to state their "right" at breaching their own terms of sale Please see (and read) the details in my attached response
Regards,
*** ***Attachment: The fact remains that the only matter that Dell has “addressed” (i.erepeated ad nauseum) is that Dell reserves the right to cancel orders that they “deem” are pricing errorsI am not disputing thatIn fact, another order that I placed the same day and time was also deemed a “pricing error” and was canceled by Dell in a timely manner, the charge on my credit card was only “authorized” and did NOT post, neither was the item shippedThat particular order I am NOT disputingWhat I AM disputing is that Dell can retain the right to cancel an order AFTER it has been accepted, and AFTER they have purposely and successfully charged my credit card, so that the charge actually posted-NOT just authorized, AND AFTER they have shipped the product to meBy their own terms of service when the product ships the title passes to the customer(See ***, paragraph six under “Shipping”) Hence I paid for the product and they transferred title to meNote that the terms of sale do NOT say that the title is transferred upon the consumer RECEIVING the item, but upon Dell SHIPPING the itemAfter the item arrived in my city, they “recalled” it (i.etook the item without my permission) that I had legally paid for and held title toI believe that constitutes theftDell has NOT addressed how they can accept payment, transfer title, and then take the item back without permissionAs per their terms of sale: “This is a binding agreementAs an Agreement between Dell and yourself, it may NOT be altered, supplemented or amended by any other document unless the new document is signed by both you and Dell.” Dell, in retrieving the product after receiving payment, transferring title, and shipping the product has breached this “binding agreement”.Additionally, in Dell’s terms of sale they state: “If you have already placed your order and no longer want to be bound to this Agreement then you must either promptly cancel your order at Dell’s Order Support page or return your purchase in accordance with Dell’s Return PolicyPlease act promptly and note that these options may carry restocking or other fees.[bold emphasis mine]”Dell expects the consumer to act promptly and bear the burden of “restocking or other fees if they do not”, yet they do NOT hold themselves to the same standard.There is also the matter of discrimination in deciding which consumers were allowed to keep the product with the so-called pricing error, and which were notAs previously mentioned my son ordered the same item, SAME PRICE, same day and time, and it was shipped, and received in our city the same time as was mine (as per tracking)His, however was delivered, mine was recalled after it was on the delivery truckIs Dell’s “sole discretion” discriminatory? In an email communication to me, Mr*** (Dell Advanced Resolution Group) stated that “For the orders already delivered notifications have not yet been sent.” Is this to imply that Dell will yet try to retrieve those? They certainly have not at this point, and I highly doubt that they intend toRather this is an example of Dell’s disingenuity.I continue to be appalled at Dell’s lack of concern for their customerThis dispute will not be resolved by continually repeating their right to breach their own terms of saleI continue to hold claim to what is legally mineAgain, this can be easily resolved simply by reshipping the product to me.Sincerely, *** ***
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, 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 *** contacted the customer confirmed she has received the gift card for $The customer will need to make sure she uses the gift card before the expiration datePlease 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